Product Analytics & Churn Prevention System

The CS team only found out about churn when customers cancelled — no leading indicators, no usage visibility. Product usage data existed in event logs but nobody could query it. Expansion opportunities were missed because nobody knew which accounts were power users hitting plan limits.

• Designed and instrumented a product event taxonomy covering 120+ key user actions across the platform
• Built a behavioral health score combining login frequency, feature adoption depth, and collaboration signals into a single churn-risk metric
• Created automated alerts triggering CS outreach when accounts dropped below health thresholds or showed disengagement patterns
• Developed an expansion-readiness model identifying accounts exceeding usage limits or adopting premium-adjacent features