Where humans plug in

Two checkpoints route stuck users to a customer success manager. Both run from the same logic: if the user hasn’t hit the expected milestone by a given day, the system creates a Slack alert and a task in the CSM’s queue.

Day 7

For users still at milestone 1. The CSM reaches out by email and offers a 10-minute call. Roughly 40 percent of stuck users accept. Of those who accept, the majority complete onboarding inside the next 14 days.

Day 21

For users still at milestone 3. The CSM looks at the account profile and decides whether to reach out, watch, or write off. Most accounts at this point retain or churn within the next 14 days regardless of intervention — outreach is a 25 percent improvement over no outreach, not a fix.