01 · Challenge
A B2B SaaS platform only learned about churn risk when customers submitted cancellation requests. Customer success teams lacked early signals tied to product usage patterns, seat utilization, and support ticket sentiment.
02 · Approach
Sunray Labs implemented an EnTX analytics layer that ingests product telemetry, support tickets, and billing events. A scoring model ranks accounts by churn probability and triggers automated playbooks, personalized outreach, executive alerts, and success manager tasks.
03 · Outcome
Customer success shifted from reactive firefighting to proactive retention. At-risk accounts receive intervention weeks before renewal, with measurable impact on net revenue retention.
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