Case Study: HackerRank cuts at-risk churn 50% with a ChurnZero-powered health program
Key results
The challenge
HackerRank's customer success team lacked visibility into customer health and product usage patterns. It could provide coverage to only about 20% of customers, leaving the rest without proactive support. Disparate tools prevented information from being shared effectively across customer-facing teams.
The solution
HackerRank integrated ChurnZero with Pendo to build a proactive customer health program. Pendo tracked adoption indicators while ChurnZero combined multiple data sources into comprehensive ChurnScores, automated follow-ups, and triggered action plans based on each customer's health status.
“Once we identified customers who were in the red, we could reach out to them with specific messages and objectives in mind.”
ALAlaina LooriDirector of Customer Success Operations, HackerRank
The results, in context
Within three months of launching the program, HackerRank reduced churn among at-risk customers by 50% and increased account coverage fourfold. Identifying customers in the red let the team reach out with specific messages and objectives.