Catch them on the way down.
When a customer’s heat falls, HeatCheck creates a CS save task before the renewal conversation, not during it.
The problem
Churn does not announce itself. Engagement quietly drops off for months, and the first anyone notices is a renewal that will not close.
What it does
Falling crossings
A downward tier crossing on a customer triggers a save play.
To the CSM
The task routes to the account’s success owner.
Same engine
Rising heat feeds sales; falling heat feeds CS, from one score.
How it works
Detect drop
A customer’s heat falls across a threshold.
Route
A save task lands with the CSM.
Act
The CSM reaches out with the context of what cooled.
The falling-heat motion is the half of the loop no discovery tool has, because you cannot watch an account you do not own cool down.
Churn does not announce itself. Falling heat does.
The short version.
How is a customer distinguished from a prospect?
By lifecycle stage in HubSpot, so falling heat routes to CS and rising heat routes to sales.
What counts as cooling?
A downward crossing of a tier threshold over the trend, not a single quiet day.
Why does this matter?
Because catching disengagement before the renewal conversation is far cheaper than winning it back after.
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