Churn-Risk Desk: Account Scores That Stay Current Through Every Revision

Risk scores go stale the week they are written

A churn-risk desk works from a policy and a precedence list. An open escalation puts an account at risk, a lapsed executive sponsor puts it in play, a recent renewal moves it to monitor, and when two rules apply the list decides which one wins. Each account carries a health score, a risk tier and an amount of ARR at risk, and a small weekly budget pays for interventions, such as a services day or an executive call, on the accounts that need them most.

Accounts live in Attio, escalations and playbook steps in ClickUp, and engagement in Mailchimp campaign reports. The outreach tracker is a sheet a CSM builds from all three. Then CS operations revises the health-score weights, two accounts renew, a sponsor turns out to be wrong, and the figures in Attio quietly stop matching the policy. The account that slips is the one whose score was right on Monday and nobody recomputed.

Who works in the room

Each region's book has its own Kylon room. A message that names no agent goes to Nova, the room's default, since dispositions are its work. Budget and tracker questions go to Myco, which the room guidelines name as reviewer, and anything written to a customer or on a renewal thread goes to Ryan. Nova works in Attio through a lasting grant CS operations approved for this room, while Ryan drafts in Gmail as the account executive it is working for, checked on every call.

Seven requests, one week

The week arrives as a run of requests from the VP and from CS operations, each answered in the same thread. Attio and ClickUp change only after a person approves.

Revisions reach every account in play, not only the named ones

A weight revision is easy to apply to one account and easy to miss on the next. When CS operations ships version two of the health-score weights with a resolved ticket and a corrected billing figure, Nova applies the two corrections first, then rescores every account that is currently at risk or in play. It leaves monitor accounts alone, and it does not stop at the accounts the notice names. Each changed Attio record gets a note with the old and new values.

Renewals run the other way. A renewed account goes back through the whole precedence list, not just the renewal rule, because an open escalation can still outrank it. When the factor table changes later in the week, the budget carries forward from the first allocation: Myco walks the queued accounts in their original order against what is left, and the VP sees exactly which accounts were added and why.

What the checks catch

• An account still scored under the old weights because it moved into play after the revision was first applied
• A renewed account set to monitor while a higher rule on the precedence list, such as an open escalation, still applies
• A funded account that was never in the approved dispositions, or a queued account skipped out of order when the budget carried forward
• A tracker line for an account the desk removed, or an at-risk account with no line at all

What stays with people

• Approving every disposition and figure before Attio is updated
• Choosing between two accounts that rank the same for the last of the budget
• Pressing Send on each renewal reply and customer email, since Ryan only drafts them in Gmail
• Signing off the closeout notes and the week's totals

Integrations in this workflow

Kylon is not a customer success platform and it does not replace one. It works alongside the CRM, the tracker and the email tools the desk already uses, and holds the weekly coordination that none of them owns.

• Attio
• ClickUp
• Gmail
• Google Drive
• Mailchimp
• Slack

• Attio holds every account with its status, reason, health score, risk tier, ARR at risk and closeout note
• ClickUp carries the playbook steps and escalations that feed each disposition
• Mailchimp supplies engagement from customer campaigns, read as one input to the health score
• Google Drive keeps the desk policy, the weight and factor tables and the CSM's tracker
• Gmail carries renewal replies and outreach, drafted by Ryan and sent by the account executive
• Slack is where CSMs flag account news mid-week and where the VP's summary is shared after approval

Where to start

Take one region's book of accounts and one week. Connect the Attio list that holds those accounts, put the policy and the current weight table in a Drive folder the room can read, and put one rule in the room guidelines: an agent may score and propose, and nothing changes in Attio until the VP approves it.

“When the weights change, every account in play gets a new score and a note saying why, not only the ones someone remembered.”

Set it up with your agent

Open a new Room, add your agent and paste this prompt. It connects the tools, builds the App with you and asks for your rules one step at a time, and nothing goes out until a person approves it.