One of the most important parts of Customer Success is identifying risk early enough to do something about it.
Way too often, account risk becomes visible only when renewal is already closed, usage has declined, or the customer has become disengaged. To help create more proactive visibility, I created a dedicated Slack channel designed to surface accounts that may be showing early signs of renewal risk due to low adoption, underutilization, or stalled engagement.
The purpose of the channel is simple: bring the right people together earlier, create shared visibility and ownership, and truly support CSMs in moving accounts back toward a healthier path before renewal conversations begin. This initiative is not just about tracking risk. It’s about creating a stronger rhythm of collaboration across the team. By giving CSMs a clear space to flag concerns, document account context, and ask for support, the channel helps reduce silos and makes it easier for cross functional teammates to understand where they can help.
How the Channel Works
CSMs post one thread per account so that all updates, context, questions, and next steps stay organized in one place. The parent message includes a clear account snapshot. From there, teammates can reply directly in the thread and tag the right people, whether that is an AE, manager, product partner, solutions consultant, enablement lead, or another stakeholder who can help move the account forward.
Each thread is intended to make three things clear:
- What is already being done
- Where additional support is needed
- What may be blocked or slowing progress
I have shared my template below that you to leverage!
Using Slack Canvas to Keep the Process Consistent
To make the channel easy to use and scalable, I also used Slack Canvas to house the account risk template directly within the channel. This gives CSMs a consistent structure to follow without having to recreate the format each time. The Canvas acts as a simple playbook and reference point. It outlines what information should be included in each account thread and helps ensure that every post has enough context for others to quickly understand the situation and contribute meaningfully.
This structure makes the channel more than a place for updates. It turns it into a working space for account planning, collaboration, and risk recovery.
Sample Account Thread Template
- At Risk Account Name: [Customer Name]
- Segment or Tier: [Enterprise / Strategic / Growth / Other]
- CSM: [Name]
- Current Contract Value: [$]
- Adoption or Utilization Health: [% or general status based on company metrics]
- Recent Usage Trend: [High / Moderate / Low / Declining]
- Renewal Date: [Date]
- Summary: [One line explaining the risk]
- Action Items:
- [Action] | Owner: [Name] | Due Date: [Date]
- [Action] | Owner: [Name] | Due Date: [Date]
- Help Needed [Decision needed, product insight, executive support, enablement resource, account strategy input, or ownership clarification]
Every Customer Success organization approaches risk management a little differently, but the goal is always the same: identify risk early enough to change the outcome. By creating a dedicated space for visibility, collaboration, and shared ownership, we’ve been able to make proactive account management part of our team’s everyday workflow and get the help of everyone in the organization. It takes a village to save an at-risk account, am I right?
Curious, how’s your team identify and collaborate on at-risk accounts? Do you use Slack, your CRM, Customer Success platform, or another process? Share your approach in the comments. I’d love to learn what’s working for your team.
