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Retain is four stages. Everything you configure sits in one of them, and you can see exactly what happened at each one for any account.
Stage 01 · Ingest
Retain reads what you already produce: product events, invoices, support tickets and CRM fields. There is no shared model across customers, because churn at a billing tool looks nothing like churn at a marketplace.
Stage 02 · Score
A number nobody understands does not get acted on. Each score comes with the signals that moved it, weighted and ranked, so a CSM can read it in ten seconds and argue with it if it is wrong.
Stage 03 · Play
Pick what happens at each risk band. Retain runs it and records whether it worked, so the playbook gets better rather than staying a document nobody opens.
Task the account owner with a call inside 24 hours, with the three drivers and a suggested agenda attached.
Two months at 40% with a one-click accept, expiring in seven days. Never sent twice to the same account.
An in-app sequence pointing at the feature they stopped using, triggered only if usage is still falling after seven days.
Smart retries plus a card-update link sent on the channel they last replied on, before the subscription lapses.
Stage 04 · Measure
Retain holds back a control group from every play. The revenue we report as recovered is the difference against that control, not the total value of everyone who happened not to churn.
Send a sample export and we will return a scored cohort with the drivers behind it, within two working days.