AI-Driven Customer Success & Churn

AI-Driven Customer Success & Churn Mitigation System

High churn rates are the silent killer of B2B SaaS. I architected this Automated Churn Mitigation System to identify and re-engage inactive users before they cancel. Built on n8n, the workflow performs a daily check on the Postgres production database to flag users who haven't logged in for 72 hours.

The system uses an OpenAI-driven intelligence layer to analyze the user’s last active session and feature usage. It then generates a hyper-personalized re-engagement email via Postmark, offering specific help for the feature they were last using. Additionally, the system includes a logic branch that identifies "Pro Plan" users, triggering an instant high-priority Slack alert to the Customer Success team for a manual "human" touch.

Key Deliverables & Results:

22% Increase in user onboarding completion rates.

15% Reduction in early-stage churn within 60 days.

Proactive Success: Shifts the team from reactive support to proactive account management.

Clean Logic: Seamlessly handles thousands of users daily.