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Manage the conversation and learnings when your company looses a large customer. Set the stage for a productive learning session with cross-functional stakeholders to ensure alignment and reduce future issues.


CSMs gain a lot to learn when a customer churns. By conducting a Post Mortem a CSM and company can better:


  • Understand Root Causes: A post-mortem allows the Customer Success Manager (CSM) and the organization to understand the reasons behind the churn. By analyzing customer feedback, engagement data, and other relevant factors, the team can identify the root causes of the churn and take corrective actions to prevent similar issues in the future.

  • Learning Opportunities: Churn analysis provides valuable learning opportunities for the CSM and the organization as a whole. By examining the factors that led to the churn, the team can gain insights into areas where they may need to improve their product, service, or customer engagement strategies.

  • Continuous Improvement: Churn analysis contributes to a culture of continuous improvement within the organization. By identifying areas for enhancement and implementing corrective measures, the team can refine their processes, optimize their offerings, and ultimately reduce churn rates over time.

  • Customer Feedback: Post-mortems provide an opportunity to gather feedback directly from the departing customer. By understanding the customer's perspective and the reasons for their decision to churn, the organization can gain valuable insights into areas where they may need to improve or innovate.

  • Preserving Customer Relationships: Conducting a post-mortem demonstrates to the departing customer that their feedback is valued and that the organization is committed to learning from their experience. This can help preserve the relationship with the customer and potentially open the door to future opportunities to win back their business.

  • Proactive Risk Management: Churn analysis helps the organization identify potential churn risks and develop strategies to mitigate them proactively. By recognizing patterns and trends in churn data, the team can implement preventive measures to address underlying issues before they lead to customer attrition.

  • Accountability and Transparency: Post-mortems promote accountability and transparency within the organization. By openly discussing churn events and sharing insights from the analysis, the team can hold themselves accountable for their performance and foster a culture of openness and collaboration.

  • Optimizing Customer Success Strategies: Churn analysis informs the optimization of customer success strategies and tactics. By understanding which customer segments are most at risk of churn and why, the team can tailor their retention efforts and allocate resources effectively to maximize their impact.

Post-Mortem Template

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