Feature · Retention playbooks
Prebuilt playbooks for the situations that actually move retention numbers. Each one auto-triggers when the conditions match and AI drafts the save email per customer, grounded in their last support thread, recent NPS comment, most-used feature, and renewal timing. Review, edit, send.
What it is
Rules-based platforms (ChurnZero Plays, Vitally Tasks, Planhat Workflows) ask you to author every playbook from scratch: define the trigger, write the email template, build the segment, set the cadence. The library grows; the maintenance grows with it. Exeechain ships playbooks pre-built around the situations that actually move retention numbers: renewal at risk, login decay, NPS drop, expansion ready, champion lost, billing failure, support escalation, new feature adoption, executive change, downgrade signal, support volume spike, dormant high-value account.
The trigger logic is opinionated. It's based on the patterns that consistently produce save emails customers respond to. The email itself is drafted by AI per customer at the moment of fire, using their actual current data. So instead of one templated email going to twenty customers with merge fields, twenty unique drafts arrive in your queue, each grounded in that customer's specific situation.
How it works
Step 01
A playbook fires when its conditions match. For example, the renewal-at-risk playbook triggers when a customer is within 60 days of renewal and their health score has dropped 15+ points. No rules to author; the platform ships with the conditions tuned.
Step 02
At the moment of trigger, AI drafts the email per customer. The draft uses their actual last support thread, recent NPS comment, most-used feature, and renewal context, so it reads like a CSM wrote it for that specific account.
Step 03
Drafts land in your daily digest. You review (typically 30 seconds per draft), edit if needed, hit send. The whole flow keeps the human in the loop, no autonomous email blasting.
Why it matters for NRR
Manual save emails skip the customers who are below the CSM's mental priority list. Automated drafting means every at-risk account gets reviewed. The long tail is where preventable churn lives.
Personalized outreach consistently outperforms templated blasts. AI drafting per customer gets you that personalization without the writing labor.
When a save email pattern works, the AI learns from it and incorporates the language into future drafts. Your best CSM's voice becomes the team's default voice.
Related features
Churn prediction
0–100 score, daily refresh, ranked by revenue
Customer health score
AI score with the three drivers explained
QBR automation
A quarter's deck, in about a minute
Workflow automation
Custom journeys with goals, A/B splits, approval gates
Copilot
Plain-English Q&A grounded in your data
Revenue forecast
A 90-day number you can defend
Questions
A defined sequence of actions triggered by a signal on an account. Exeechain ships three starters: High Risk Rescue when the churn score crosses 70, Payment Failure Response on a failed payment, and Inactive Check-in after 14 days without a login. Every step that reaches a customer waits in the approval queue with a veto window.
By responding to the signal within hours instead of at renewal: a failed card gets a recovery sequence the same day, a login gap gets a specific message naming what changed, a champion leaving gets a successor conversation. The first-30-days guide on the blog covers the four early-life causes and the play for each.
Triggering is automatic; sending is not. Each customer-facing step is a drafted action with a countdown and a Stop button, and stopping one ends the sequence for that account.
A playbook is the retention-specific case: signal in, sequence of actions out. Workflows are the general engine underneath, with conditions, waits and branches, and can be built for anything on the account.
First scores in 15 minutes. Every connected signal read within 24 hours. From $299/mo. AI-drafted per customer.
Not ready to switch? Size your leak from your MRR and churn rate, with no billing access at all.