See churn coming. Act on the why.
Health scores tell you an account is at risk 30 days too late. Usedge enriches every score with synthesized qualitative signal — so your CSMs know why a customer is drifting and what to do about it, before the renewal conversation.
Account health
Acme Corp
34
-18
TechStart
87
+4
GlobalCo
72
-3
DataFirm
61
-11
Acme Corp
⚠ Churn riskRenewal in
58 days
AI reason
"Team adopted competitor in Jan. Key champion left in Feb. Usage down 34%."
112%
NRR this quarter
60 days
Avg early-warning lead
Trusted by enterprises that can't afford research slop
The problems CS teams live with
A health score is not retention intelligence
CS teams own the revenue that already exists. They deserve better tools than a lagging dashboard and a frantic pre-renewal scramble.
Churn signals arrive too late
Health scores are built from usage logs that are already 30–60 days stale. By the time a red flag shows up on the dashboard, the customer has already decided.
You know they're at risk — not why
Calls, tickets, surveys, and QBR notes contain the real reasons customers leave. None of it is synthesised. Your health score has no context, just a number.
Feedback is scattered across every tool
Salesforce notes, Gong recordings, Zendesk tickets, NPS responses — no single view per account. CSMs spend hours assembling a picture before every renewal conversation.
Hard to prioritise intervention vs expansion
Which accounts need a save play now? Which are ready for upsell? Without a synthesised signal, prioritisation is guesswork — and the wrong bet costs ARR.
CS's revenue impact is invisible to leadership
Retention, expansion, and churn prevention are CS wins — but connecting a CSM action to a renewal or upsell requires evidence most teams can't quickly produce.
Metrics that matter to CS
Retention intelligence, not a lagging dashboard
Usedge enriches every health signal with the qualitative why — predicting churn earlier, targeting intervention, and connecting CS actions to revenue.
Avg health score
Enriched with qual signal, not usage alone
Retention rate
Earlier intervention = fewer late-stage losses
Churn rate
Risk flagged ~60 days earlier on average
NRR
Expansion + retention tracked to CS actions
Renewal rate
Save-play recommended before each at-risk renewal
CSAT (post-interaction)
CSMs enter every call with account context
How Usedge helps
From fragmented signals to targeted action
Usedge replaces the pre-renewal scramble with a continuous, AI-assisted pipeline from customer signal to CSM action.
Early-warning with a reason
The Churn-Risk Synthesizer combines usage trends, support sentiment, and survey verbatims into a risk signal 60+ days before renewal — not just a red dot, but the reason behind it.
Every account signal in one place
Pull Salesforce notes, Gong call recordings, Zendesk tickets, and NPS verbatims into a per-account repository. CSMs arrive at every QBR with a synthesised brief, not a fragmented pile of tabs.
Prioritise intervention vs expansion
The Expansion Signal Finder flags accounts showing upsell readiness alongside the at-risk list. CSMs spend their time where it has the highest revenue impact — save plays and growth plays, clearly separated.
Recommended play, not raw data
The Save-Play Recommender packages account context — risk level, reason, evidence, suggested next action — and routes it to the right CSM. The loop closes with an action, not a report.
Infrastructure layer
CRM + support signals → account intelligence → CS action
Usedge consolidates every account signal, synthesises risk and opportunity with AI agents, and routes actionable findings directly into your CS workflow.
Account signals
CX & NPS surveys
Post-interaction CSAT, NPS, periodic pulse surveys
CSV / call exports
Gong recordings, support ticket exports, QBR notes
CRM & support tools
Salesforce, HubSpot, Zendesk, Intercom, Gong
Insights Repository
Account-level quant + qual, unified and AI-queryable
CS workflow outputs
Risk signal + reason
Early churn flag with qualitative driver identified
Account brief for CSM
Per-account summary ready before QBR or renewal call
Save / expansion play
Recommended action routed to the right CSM
Connect your CS stack
Research agents
AI agents built for CS workflows
From early-warning to recommended play, these agents run on your account signals and surface what your team needs to act — not more data to interpret.
Agentic pipeline — at-risk account handling
Step 1
Churn-Risk Synthesizer
Combines usage trends, support ticket sentiment, survey verbatims, and CRM signals into a single risk score — with the reason, not just the number. Flags accounts 60+ days before renewal.
Step 2
Save-Play Recommender
Takes the risk signal and reason, matches them against the account's history, and recommends the highest-probability next action — executive check-in, product tour, pricing conversation, or escalation.
Standalone agents
Pre-QBR / renewal prep
Account Voice Summarizer
Rolls up all of an account's feedback — calls, tickets, surveys, notes — into a CSM-ready brief. Arrives in your inbox before the call, not assembled the night before.
Upsell identification
Expansion Signal Finder
Flags accounts showing signs of upsell readiness — heavy usage, positive sentiment spikes, feature-request patterns — so expansion conversations happen at the right moment.
Why Usedge
More than a health-score dashboard
Health-score tools show you what is happening. Usedge shows you why — and what your team should do next.
| Capability | Usedge | Health-score tools |
|---|---|---|
| Account-level qualitative why fused with health score | Health tools show what, not why | |
| Agentic early-warning 60+ days before renewal | Lagging scores; alerts come too late | |
| Recommended save-play, not just a risk flag | Risk flag only; no action recommendation | |
| Multi-source feedback consolidated (CRM + support + NPS) | Single-source; no cross-tool synthesis | |
| Expansion signal alongside risk signal | Risk focus only; upsell requires manual review | |
| EU-hosted, GDPR-compliant, ISO 27001 (Q4 2026) | US-based; GDPR compliance varies |
Example scenario
"Renewal at risk — spotted 60 days early"
From AI-flagged risk to signed renewal and expansion — an end-to-end walkthrough of the CS intelligence pipeline.
Early warning
Churn-Risk Synthesizer flags Acme Corp
60 days before renewal: usage down 34%, 3 support escalations, champion left in February. Risk score 82/100 with the reason attached — no manual aggregation needed.
Risk score
82
/ 100
Renewal in
60 days
AI reason
Champion left · usage drop · 3 escalations
Consolidate, synthesise, act
Three steps from scattered signals to targeted CS action.
Step 1
Consolidate every account signal
Pull Salesforce notes, Gong call recordings, Zendesk tickets, NPS verbatims, and survey responses into a per-account repository. No manual aggregation — every signal lands automatically.
Step 2
Synthesise risk and opportunity
AI agents combine usage data, support sentiment, and qualitative feedback into enriched health scores with reasons — and flag expansion signals alongside at-risk accounts, 60+ days before renewal.
Step 3
Route the play to the right CSM
The Save-Play Recommender packages each risk or opportunity with a recommended action and routes it to the CSM. They arrive at every conversation prepared — not scrambling.
See churn coming — with the reason attached
See how CS teams use Usedge to flag at-risk accounts 60 days early and arrive at every renewal conversation prepared.