Churn Prediction Scoring Matrix

Churn rarely announces itself. Accounts go quiet, expand their requests, miss their QBR, and then cancel — and the pattern was visible in the data weeks earlier, if anyone had looked. This template gives customer success leads and growth PMs a structured scoring matrix for every account in their portfolio: six risk dimensions, each scored 0–10, combined into a composite Churn Risk Score and a risk tier (Critical, High, Medium, Low). The Scoring Rubric sheet defines what each score means for your product and customer type — so your team calibrates consistently rather than scoring on gut. The Churn Risk Board kanban shows your full account portfolio organized by risk tier. The 8-step task walks from account selection through individual dimension scoring, composite calculation, and priority action planning. Built for customer success leads and analytics teams at B2B SaaS companies who want to catch at-risk accounts before they reach the exit conversation. Based on Mauricio Madrigal's churn prediction methodology.