Churn risk score from usage decline and support ticket volume

Outcome. Every account gets a numeric churn risk score, recalculated whenever usage or ticket data changes, so CS and sales can prioritize outreach by risk instead of by gut feel.

flowchart TD
    A[Usage, tickets, or NPS flag changes on company] --> B[Custom code: compute Churn Risk Score]
    B --> C[Set Churn Risk Score]
    C --> D{Score bucket}
    D -->|>= 70 High| E[Tier = High, task + notify + add to list]
    D -->|40-69 Medium| F[Tier = Medium, monitoring task]
    D -->|< 40 Low| G[Tier = Low, remove from risk list]

When to use it / when not to

• Use it once usage data is already flowing into HubSpot from the product (via native integration, custom integration, or a nightly sync), and ticket volume is tracked on associated tickets.
• Use it as the account-level aggregation layer above single-signal alerts like NPS detractor (renewal-expansion-003) or the ticket-spike alert (renewal-expansion-012).
• Do not use it if usage data only exists in an external product analytics tool with no sync into HubSpot. This workflow reacts to properties already on the company record; it does not fetch data itself unless the custom code step below is built out.
• Do not treat the resulting score as a hard cutoff for account decisions. Use it to rank outreach priority, not to auto-cancel or auto-discount anything.