Weekly Kustomer churn risk review of your highest value accounts

Every Monday at 8am, run a churn risk review of our highest value accounts and build it entirely from what those customers actually said to support. Use a weekly cron trigger.

Start in Kustomer with Search Customers, using structured criteria to pull our VIP or high value segment. That might be customers carrying a vip or high-value tag, sitting on our top plan tier, or above a lifetime value threshold, so make the segment definition easy to edit at the top of the workflow. Keep this set deliberately bounded, roughly 50 to 200 customers. Kustomer has no operation that lists conversations across the whole organization, so every conversation read has to fan out from a known customer, and an unbounded segment will exhaust the rate limit before the review finishes. Page through the search results and stop once the segment is complete or a sensible cap is reached.

For each customer in that segment, call Get Conversations by Customer, keep only the conversations created or updated in the last 14 days, then call Get Messages by Conversation on each of those to read the actual thread. Kustomer list endpoints are cursor paginated with a maximum page size of 100, so request full pages and follow the cursor. Rate limits are plan based, somewhere between 300 and 2,000 requests per minute, so pace the fan out, and if a 429 comes back, back off and retry that customer rather than dropping them from the review.

Score each account from 0 to 100 on real risk signals rather than raw ticket volume. The signals that matter are: the same unresolved problem coming back across multiple separate contacts, language that escalates in frustration across the window, any explicit mention of cancelling, not renewing, refunds, or evaluating a competitor, and conversations still sitting open past a few days with no agent reply. Weight explicit cancellation or vendor switching language highest. A customer who contacted support ten times and got a clean resolution every time is not a risk and must not outrank a customer with two angry unresolved threads.

For every account that surfaces, look up the matching record in HubSpot with Search Contacts, matching on the customer's email first and falling back to company or name. Then call List Owners and resolve that contact's owner id to a real person with a name and email. If no HubSpot contact matches, still include the account in the report and mark the owner as unassigned rather than silently dropping it.

Post a ranked top ten to Slack with Send a Message into the customer success channel. One line per account, highest risk first, each line naming the customer, the risk score, a single sentence reason, and the HubSpot owner who should chase it. Keep the reason concrete and grounded in what was actually said, for example "fourth contact in 11 days about the same failed export, now asking how much notice the contract needs", never a generic "shows signs of dissatisfaction". Lead the message with the review date and how many accounts were scanned. If nothing crosses the risk threshold, post a short all clear instead of an empty list.

For any account scored as high risk, also file a HubSpot task with Create Task assigned to that account's owner, so the follow up does not get lost in the channel. Title the task with the customer name and the headline risk, put the one sentence reason plus the relevant Kustomer conversation ids in the body, set the due date two business days out, and set priority to high. Associate the task with the matched contact. Skip task creation when the owner could not be resolved, and say so in the Slack post.

If a customer in the segment had no support contact in the last 14 days, skip them quietly, since silence is not a risk signal on its own here. This workflow only reads from Kustomer and only writes to Slack and HubSpot. It must never send anything to a customer.