SaaS Churn Prevention System

Everything you need to set up your customer health tracking database

🎯 Overview

This Airtable base contains 3 tables that work together to track customer health, interventions, and outcomes:

  1. Customers - Core customer data and health metrics
  2. Interventions - Log of all churn prevention actions
  3. Outcomes - Results and ROI tracking (optional but recommended)

Setup Time: 10-15 minutes Maintenance: Automatic (via n8n workflow)

📋 Table 1: CUSTOMERS

Purpose: Central database of all active customers with real-time health scoring

Complete Field Structure

# Field Name Field Type Options/Format Description Required
1 CustomerID Single line text - Unique customer identifier (your internal ID) ✅ Yes
2 Name Single line text - Full customer name or company name ✅ Yes
3 Email Email - Primary contact email ✅ Yes
4 StripeCustomerID Single line text Format: cus_xxxxx Stripe customer ID for billing data ✅ Yes
5 UserID Single line text - Product analytics user ID (Mixpanel/Amplitude) ✅ Yes
6 IntercomContactID Single line text Format: contact_xxxxx Intercom contact ID for support data ⚠️ If using Intercom
7 ZendeskUserID Single line text - Zendesk user ID (alternative to Intercom) ⚠️ If using Zendesk
8 Status Single select Active, Churned, Paused, Trial Current customer status ✅ Yes
9 HealthScore Number 0-100, Precision: 0 Overall customer health score Auto-calculated
10 ChurnRisk Number 0-10, Precision: 0 Churn risk score (inverse of health) Auto-calculated
11 RiskTier Single select Low, Medium, High, Critical Risk tier for intervention routing Auto-calculated
12 RiskFactors Long text - Specific factors contributing to risk Auto-calculated
13 LastChecked Date Include time Last health check timestamp Auto-updated
14 LastLoginDays Number Precision: 0 Days since last product login Auto-calculated
15 LoginFrequency Number Precision: 0 Number of logins in last 30 days Auto-calculated
16 FeatureAdoption Number 0-100, Precision: 0 Percentage of features used Auto-calculated
17 SupportTickets30d Number Precision: 0 Support tickets in last 30 days Auto-calculated
18 OpenTickets Number Precision: 0 Currently open support tickets Auto-calculated
19 PaymentFailures Number Precision: 0 Failed payment attempts Auto-calculated
20 MRR Currency $ USD Monthly recurring revenue From Stripe
21 DaysUntilRenewal Number Precision: 0 Days until contract renewal Auto-calculated
22 ContractValue Currency $ USD Total contract value (annual) Manual/Stripe
23 CustomerSince Date Date only Date customer signed up Manual
24 LastInterventionDate Date Include time Last intervention attempt Auto-updated
25 InterventionCount Number Precision: 0 Total interventions triggered Auto-calculated
26 SavedCount Number Precision: 0 Times successfully saved from churn Manual
27 CSMOwner Single line text - Assigned customer success manager Manual
28 AccountType Single select Enterprise, SMB, Startup, Individual Customer segment Manual
29 Industry Single line text - Customer industry vertical Manual
30 Notes Long text - Team notes and observations Manual

Field Setup Instructions

Creating the table:

  1. In Airtable, create new base: "Churn Prevention System"
  2. Rename default table to "Customers"
  3. Add each field using the table above

Step-by-step field creation: