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Launch Plan
Churn Risk Identification
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This Launch Plan is your end-to-end guide for going live with the Churn Risk Identification automation. It covers exactly what is being built, how the build process works, what FullSpec needs from you to get started, what your team's role looks like once the system is running, and how to measure whether everything is working as expected. FullSpec handles every part of the build, testing, and deployment. Your team's involvement is limited to providing tool access and making a small number of configuration decisions before the build begins.
01What you're launching
Right now your customer success team spends roughly six hours every week manually pulling usage reports from Mixpanel, reviewing open tickets in Intercom, combing through CRM notes in HubSpot, building a spreadsheet risk list, holding a triage meeting, and writing individual outreach emails. This automation replaces all of that data gathering, scoring, and record-keeping with two agents that run every morning. The only step that stays with a person is reviewing and approving the pre-drafted outreach email before it is sent to a customer, a task that takes minutes rather than hours. Every at-risk account gets seen, scored, and actioned, consistently, every day.
Process
Churn Risk Identification
Trigger
Daily scheduled run each morning, firing automatically when a customer account meets one or more churn-risk criteria such as a usage drop, unresolved ticket age, or low health score
Final output
HubSpot risk tier updated, Slack alert posted to the team channel, personalised outreach email drafted and sent (after CSM approval), and a follow-up task logged in HubSpot
Agents being built
2 agents: Churn Signal Aggregator and Risk Scoring and Routing Agent
Tools involved
Mixpanel, Intercom, HubSpot, Slack, Gmail, Google Sheets
Volume
Approximately 120 accounts reviewed per month (240 agent runs per month)
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02How the build works
FullSpec follows a four-stage build process for every automation: Connect, Build, Test, and Launch. Each stage has a clear scope, a defined set of actions, and a handoff point. You will always know where things stand. The stages run in sequence and the total estimated delivery window for the Standard build of this process is three to four weeks. Your involvement at each stage is minimal and clearly defined below.
Complexity level: Moderate. This process involves multi-tool data connections across Mixpanel, Intercom, and HubSpot, plus a configurable scoring model and a human-in-the-loop approval step, which places it in the Moderate category. Estimated delivery is 3 to 4 weeks of business days. The delivery clock starts at the close of Connect, not payment.
1Connect
Business days 1 to 3
FullSpec
Opens the Connect session, walks through the process map and confirms the final scope, documents the churn signal definitions and scoring thresholds agreed with your team, and confirms all tool credentials have been received and are working
You
Attend the Connect session (or delegate to your Customer Success Lead), provide API credentials and login access for Mixpanel, Intercom, HubSpot, Slack, and Gmail, and confirm the scoring thresholds for risk tiers before the session closes
2Build
Business days 4 to 15
FullSpec
Builds the Churn Signal Aggregator (connecting Mixpanel, Intercom, and HubSpot into a normalised daily account snapshot), then builds the Risk Scoring and Routing Agent (applying the agreed scoring model, generating Slack alerts, drafting outreach emails via Gmail, and writing risk tiers back to HubSpot), and configures Google Sheets as the audit log
You
Available to answer clarifying questions about field names or data structure in your specific HubSpot and Mixpanel accounts; no active build work is required from your team during this stage
3Test
Business days 16 to 18
FullSpec
Runs the full automated flow against live account data in a staging environment, validates that risk tier assignments match the agreed thresholds, checks Slack alert formatting, reviews the quality of drafted outreach emails, and confirms HubSpot records are being updated correctly
You
Review a sample of scored accounts and drafted emails to confirm the output meets your expectations, flag any tone or content issues in the email drafts, and sign off that the system is ready to go live
4Launch
Business days 19 to 20
FullSpec
Switches the automation to live, confirms the first scheduled morning run completes successfully, monitors for errors in the first 48 hours, and hands over the SOP and runbook to your customer success team
You
Brief your Customer Success Managers on the new daily Slack alert workflow and the email approval step, retire the manual spreadsheet risk review process, and confirm with FullSpec that the first live run output looks correct
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03What FullSpec needs from you
FullSpec needs only access to your existing tools. No technical knowledge is required from your team. The table below lists every tool credential needed and when it is required. All access should be ready before Connect closes so the build can begin without delay.
Mixpanel
Service account credentials or a Project API Secret with read access to event and user data
Before Connect closes
Intercom
An Access Token from an Intercom app with read permissions on Conversations and Contacts
Before Connect closes
HubSpot
A Private App token with read and write access to Contacts, Companies, Notes, Tasks, and custom properties
Before Connect closes
Slack
A Slack Bot token with permission to post messages to the designated customer success alert channel
Before Connect closes
Gmail
OAuth 2.0 authorisation for the CSM's sending Gmail account, scoped to compose and send on their behalf
Before Connect closes
Google Sheets
Edit access to a shared Sheet that will serve as the audit log; FullSpec will create the Sheet structure
Before Connect closes
The one configuration decision you must confirm before Connect closes: the churn risk scoring thresholds. This means agreeing on the specific criteria that move an account into the High, Medium, or Low risk tier, for example, what percentage usage drop over how many days counts as High, how many unresolved Intercom tickets triggers a flag, and what last-contact age is considered a warning signal. These thresholds drive every decision the automation makes. FullSpec will present a recommended starting set during the Connect session based on the process mapping, but your Customer Success Lead must confirm or adjust them before the build begins.
04Your role once live
Once the automation is live, day-to-day operations change significantly for your team. The table below shows what each party is responsible for on an ongoing basis.
Role
Ongoing responsibilities
What you no longer touch
You (business owner and CSM team)
Review the structured Slack alert each morning for high-risk accounts; approve, edit, or reject the pre-drafted outreach email for each flagged account; escalate any account that needs a call rather than an email; review scoring thresholds with FullSpec after the first 30 days
Manually pulling Mixpanel reports, reviewing Intercom ticket lists, building the spreadsheet risk list, holding the weekly triage meeting, logging outreach activity in HubSpot, posting Slack alerts manually
FullSpec
Monitor automation health and alert delivery daily; maintain integrations as tool APIs update; apply threshold adjustments on request; provide ongoing support via support@gofullspec.com; flag any scoring anomalies proactively
N/A
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05What success looks like
The table below sets out what your team should expect to see at each stage after launch, and what a healthy signal looks like at each point. If anything in this table is not tracking as expected, contact FullSpec at support@gofullspec.com and the team will investigate.
Timeframe
What to expect
Sign of success
Week 1
The automation runs on its daily schedule every morning. Slack alerts arrive for high-risk accounts. CSMs begin reviewing and approving outreach emails. Some threshold adjustments may be needed as real data comes through. HubSpot records are updated automatically after each run.
At least one high-risk account is flagged and actioned within the first three days. No manual spreadsheet is needed. The team can see the day's risk picture in Slack without holding a meeting.
Month 1
The daily workflow is established. CSMs are spending under 45 minutes per week on churn risk, compared to six hours before. All active accounts are being scored daily. The audit trail in Google Sheets is building. FullSpec completes a 30-day threshold review with your team.
Weekly churn risk time is consistently below one hour. Every high-risk account has a logged outreach activity in HubSpot. No at-risk account has gone uncontacted for more than 24 hours since the automation went live.
Month 3
The scoring thresholds have been refined based on real outcomes. The team has full confidence in the automation output and the approval step is taking under two minutes per account. Annualised staff cost saving of $15,600 is on track. Churn signals are being caught earlier than before, and the team has visibility of accounts weeks before the risk becomes critical.
300 hours of annual team time recovered. Outreach consistency is at 100% of flagged accounts contacted. The payback period of three months has been reached. No high-risk account has churned without a prior outreach attempt.
Next step: To get the build started, reach out to FullSpec at support@gofullspec.com and confirm you are ready to open the Connect stage. Have your tool credentials and your Customer Success Lead available for the Connect session. The delivery clock starts the moment Connect closes, and the first automated churn risk scan can be running within four weeks.
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