When a customer account is actively managed by the Professional Services (PS) team and begins to show signs of churn—like low usage, escalations, or extended inactivity—it’s essential to flag it properly. This SOP outlines the steps for Customer Success Managers (CSMs) to apply internal risk tags, log context, and notify stakeholders to ensure proactive intervention and prevent churn.
📌 What to do
📌 What to do
Tag any PS-managed customer account that is showing signs of churn or reduced engagement.
🌟 Why it matters
🌟 Why it matters
Flagging these accounts helps the CS, PS, and leadership teams coordinate faster to retain customers. It prevents high-risk accounts from falling through the cracks.
🛠️ How to do it
🛠️ How to do it
Open the customer’s record in your dashboard or CRM.
Confirm that the account is being handled by the PS team.
Add the internal tag “At Risk – PS” to the account.
In the notes or timeline, write a quick reason why it’s flagged:
- Example: “Account hasn’t logged in for 2 weeks and opened 2 escalated tickets.”
Notify the appropriate team (CSM, AE, PS Lead) via Slack or Intercom.
If your tag triggers a follow-up workflow (ask Ops if unsure), make sure it's visible.
❌ Common mistakes
❌ Common mistakes
❌ Common mistakes
❌ Forgetting to confirm PS ownership before tagging.
❌ Applying the wrong tag (e.g., “At Risk” instead of “At Risk – PS”).
❌ Not adding context in the notes, leaving others guessing.
❌ Not notifying anyone—this defeats the purpose of flagging.
💡 Pro Tip
💡 Pro Tip
If unsure, talk with your PS or CS lead before tagging. Better to over-communicate than let a risky account go unnoticed.
✅ Once done...
The account will be properly flagged, visible to the right teams, and ready for follow-up action to reduce churn risk.
🛑 Internal Operational SOP
This SOP is for internal use only and should not be shared or referenced in customer-facing communication.
📚 Useful Internal Resources
🎥 Search Atlas Loom Video: Creating and Managing Customer Support Tickets in I
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