Option A · Hire
A first Customer Success Manager runs you £55k–£80k a year, plus three months to ramp, plus the systems you’ll need to build for them anyway.
For post-PMF SaaS founders without a CS team
By the time a customer cancels, you've had six weeks to save them.
The Churn Clinic builds the system that turns those six weeks into a Slack alert at 8am. Installed in 30 days, plugged into your HubSpot, handed over for you to own.
30
day delivery
£2,500
fixed fee
0
retainers
The 23-day window
Your customers tell you they're leaving. About 23 days before they cancel.
- 01
Their login frequency drops by half, then by two thirds.
- 02
Their last NPS score slid three points and nobody opened the report.
- 03
Their champion stopped replying to Slack threads they used to drive.
- 04
Their last call ended with a sentence you’d rather not hear again.
The signals are already in your stack. There just isn't anything in your stack that's listening.
What we believe
If your retention strategy depends on remembering accounts, it isn't strategy.
Strategy doesn't ask you to remember. It tells you who to call.
Where the existing options fail
Enterprise CS tools are built for companies that already have a CS team.
Option B · Enterprise tool
£20k–£40k a year for a platform that assumes you have a CS Ops lead, a quarter to implement, and another quarter to learn. Designed for fifty-seat teams. You’re four.
Option C · The Churn Clinic
A 30-day install of a churn-prediction system into the HubSpot you already pay for. £2,500 once, no retainer. When we leave, you own it.
The missing layer
HubSpot stores. We score.
HubSpot already holds the deal stage, the contact, the call notes, the ticket history, the renewal date. What it doesn't do is connect those into a single number that says this account is in trouble. That's the layer we build, in your HubSpot, not next to it.
Today
5 dashboards. 0 answers. You scroll, you guess, you remember the customer you talked to last week.
Day 30
One score per customer. One Slack channel. One next action. Updated every morning before you open your laptop.
What you actually receive
It is 8:00am on a Tuesday. You open Slack. The system has done its job.
- 1
Overnight, the engine pulled signals from HubSpot, your product analytics, your support tool, and your latest Gong recordings.
- 2
It re-scored every customer 0–100. One account dropped under 20.
- 3
It wrote a brief in plain English. It picked the action you should take. It posted it to #customer-success-alerts.
- 4
You saved a four-figure-MRR account before your second coffee. Because the system told you to.
What gets built
Five layers. One system. Built in 30 days, in your stack.
01 · Week 1
Signal Architecture
We map every churn signal that already exists in your stack. Login frequency, NPS responses, ticket sentiment, call summaries, onboarding milestones, billing failures. The audit becomes the input layer of the score, built around the data you actually have, not the data you wish you did.
- HubSpot
- Mixpanel / Amplitude / Posthog
- Intercom / Zendesk
- Gong / Fathom
02 · Week 2
Renewal Probability Score
A single 0–100 number per customer, recalculated overnight. Calibrated to your product, your contract length, and the way your customers actually behave when they're about to cancel. Not a generic vendor benchmark.
- 0–100 RPS
- Refreshed daily
- Lives in HubSpot
- Per-customer history
03 · Week 2–3
AI Trigger Layer
When an RPS drops below the threshold you set, the engine writes a plain-English situation summary, picks the right intervention from the playbook library, and posts it to the Slack channel of your choosing. At the time you choose. With the language you'd use yourself.
- 5 default triggers
- Slack-native
- Tone-matched
- Founder-overridable
04 · Week 3
Intervention Playbooks
Risk-tier-specific scripts. Critical, high, medium. What to say, what to send, what to escalate, when to involve the founder. The kind of decision tree a senior CSM would have in their head, written down, version-controlled, and ready before you need it.
- 3 risk tiers
- Email + call scripts
- Escalation rules
- Edit anytime
05 · Week 4
Feedback Loop
Every renewal outcome (saved, lost, expanded) flows back into the scoring model. The score gets sharper every quarter without you touching it. By renewal six, the system is reading your customers better than your last hire would have.
- Outcome capture
- Quarterly recalibration
- Self-improving
- Yours to inspect
Who builds it
Lauren Matthews Founder. Builds every install personally.
10y · CS
Based · UK
You haven't built this system yet. Neither has the founder two startups ahead of you.
The Churn Clinic is the install that skips the year you'd otherwise spend losing accounts, hiring a CSM, and realising you needed the system, not the headcount.
I spent ten years inside customer success teams. The good ones knew which customers were going to leave, weeks before the customers themselves did. Not because the CSMs were psychic. Because they had the systems.
Most early-stage founders I speak to don't have those systems. They have a HubSpot, a gut feeling, and the panic that hits at 11pm on a Sunday when they realise they haven't checked in on three accounts.
The Churn Clinic is the system. I install it in your business in 30 days, hand it over, and leave. No retainer, no upsell, no platform fee. You own the score, the triggers, the playbooks, the lot.
Lauren
The 30-day install
One fixed fee. Thirty days. Then it's yours.
The methodology
The Churn Clinic Install
£2,500fixed fee · no retainer
- Signal Architecture audit across HubSpot, your product analytics, support, and call recordings.
- Renewal Probability Score built and calibrated to your product, contract length, and customer behaviour.
- AI Trigger Layer with five default automated interventions, posting to your Slack at the time you choose.
- Intervention Playbooks. Critical, high, medium. Written for your tone, your team, your customers.
- Feedback Loop wiring so the score sharpens itself every quarter.
- Full handover. Score lives in HubSpot, alerts in Slack, playbooks in Notion or Confluence. You own all of it.
- 30-day delivery. Kickoff Monday. Live system, end of week four.
The diagnostic guarantee
If, by the end of week one, the system has not surfaced at least two at-risk accounts you didn't already know about, you don't pay. The risk of getting that wrong sits with us, not you.
Things founders ask before booking
Reasonable questions, direct answers.
Can't HubSpot already do this?
HubSpot stores your data. The Renewal Probability Engine connects it, scores it, and tells you what to do with it. That layer doesn't exist until we build it, and it lives in your HubSpot once we do.
What if my customer data is messy?
The first week is a Signal Architecture audit. We map every signal you actually have: login activity, NPS, call notes, support tickets, onboarding milestones, and build the score around what exists, not what should. Perfect data isn't a prerequisite.
Why £2,500 fixed fee instead of a retainer?
Because you should own the system. The 30 days end with a full handover: the score lives in your HubSpot, the alerts run in your Slack, the playbooks sit in your Notion. We don't want you on a meter; we want you to stop losing customers you could have kept.
Is this only for HubSpot users?
The 30-day install is built around HubSpot. If you're on Pipedrive, Attio, or something custom, book a call. Most of the system ports across, but the timeline shifts.
What does "two at-risk accounts in week one or it's free" actually mean?
If, by the end of week one, the system has not surfaced at least two accounts you didn't already know were at risk, you don't pay. We're confident enough in the audit step to put the diagnostic risk on us, not you.
Stop losing customers you could have kept.
Most founders who book a 30-minute call find two or three at-risk accounts they didn't know were at risk on the call itself. Bring your customer list. We'll show you what the system will see.
You'll join the founders who built customer success in 30 days while their competitors were still arguing about a Gainsight RFP.
30 minutes · no slide deck · bring your customer list