---
title: q2-churn-playbook
studio: customer-success
stages: [onboarding, adoption, health-check, expansion, renewal]
status: complete
---

# Q2 Churn Recovery Playbook

Build and execute a churn recovery playbook for mid-market accounts that signed up in Q3 2025 but never completed onboarding. Q1 logo churn spiked 40% driven almost entirely by this cohort. The playbook needs a re-onboarding motion, a health signal update, and a save-play for renewal conversations.

## Goals

- Segment and score the at-risk Q3 mid-market cohort (50–200 seat accounts)
- Launch a re-onboarding touchpoint program with CSM + product marketing
- Define leading health indicators specific to workspace setup failure
- Cut Q2 logo churn by at least 50% from Q1 levels
