Free Live Masterclass

Why Your Early Warning System Isn't Working
And What to Do About It

A 75-minute working session for CS leaders who are tired of explaining churn after the fact — and ready to start seeing it before it happens.

Date Thursday 19 March 2026
Time 17:00 GMT / 12:00 ET / 9:00 PT
Format Live on Google Meet · 75 minutes
Price Free
Register Now — Save Your Spot

You already know where churn comes from. You just can't prove it fast enough to stop it.

You're in the board meeting. The CEO asks why three customers left this quarter when the health scores looked fine.

You know the answer. Sales made commitments CS never heard about. Product changed the roadmap without flagging it. A key stakeholder left the customer's company and nobody noticed for two months.

But you can't say that — because it sounds like excuses.

So you explain what happened after the fact, and you watch the confidence drain from the room.

The signals were there. They always are. The problem isn't that you're missing them — it's that they're breaking down between teams, in handoffs nobody owns, in commitments nobody tracked.

You're not failing at Customer Success. You're absorbing the dysfunction of broken cross-functional systems.

Three Diagnostic Exercises You'll Complete Live

This isn't a lecture. You'll leave with real answers about your organisation.

Exercise 01

Where Churn Actually Originates

Trace your most recent churn case back to the commitment that broke before CS got involved. Most people discover it started much earlier than they thought.

Exercise 02

The Ownership Gap

Map where accountability drops in your handoffs — Sales to CS, CS to Product, CS to Support. Find the specific point where ownership is assumed but never made explicit.

Exercise 03

What a Real Early Warning Signal Looks Like

Design one signal that passes the three-part test: what to watch, where it surfaces, and who acts — by when. Not a dashboard metric. A decision trigger.

Is This for You?

This masterclass is for you if:

✓
You're a VP or Director of Customer Success at a B2B SaaS company (Series B–D, €10M–€100M ARR)
✓
You've tried better health scoring, more dashboards, tighter QBRs — and churn still surprises you
✓
You suspect the real problems are in cross-functional handoffs, not in your CS team's performance
✓
You want to leave with something you can actually use, not a slide deck full of theory

This probably isn't for you if:

✗
You're looking for a product demo or tooling recommendation
✗
You're an individual contributor without authority to drive cross-functional change
✗
You want someone to tell you which health score threshold to set
Sarah Machon

Sarah Machon

18 years building CS and retention operations at companies where churn felt unpredictable — until we made the invisible breakdowns visible.

I've spent 18 years inside these systems — building them, fixing them, watching them break in the same places. The patterns are remarkably consistent, which is why this diagnostic approach works across different organisations.

This masterclass gives you the exercises to find where it's breaking in yours. Three exercises, 75 minutes, your organisation's actual patterns.

What You'll Walk Away With

A specific origin point The exact commitment or handoff where your most recent churn case actually started — traced back before CS got involved.
One ownership gap identified A concrete point in your organisation where accountability is assumed but never made explicit.
A signal design starter One early warning signal that passes the three-part test: what to watch, where it surfaces, who acts.
A diagnostic framework The approach to repeat this analysis across your entire portfolio, systematically.
Free Live Masterclass

Why Your Early Warning System Isn't Working — And What to Do About It

Thursday 19 March 2026 17:00 GMT / 12:00 ET / 9:00 PT Live on Google Meet · 75 minutes · Free
Register Now — Save Your Spot

Limited to 100 registrations to keep the working session interactive.

Questions

Will this be recorded?

Yes — we know things get busy, so a recording will be available for 5 days after the session for registered participants. That said, the exercises work best live when everyone's fully present and willing to be honest about what's happening in their organisation, so we'd love to see you there in real time if you can make it.

Do I need to prepare anything?

Just think of your most recent unexpected churn case or customer escalation. You'll use it during the exercises.

Is this a sales pitch for a programme?

There are three diagnostic exercises that take up most of the session. At the end, I'll briefly share how to continue the work through The Signal-to-Action Programme — a 12-week guided implementation for CS leaders. No pressure, no hard sell. The masterclass stands on its own.

What tools or platforms do I need?

Just Google Meet and something to write on — paper, a doc, whatever works for you.

I'm not a VP or Director — can I still attend?

The exercises are designed for leaders with cross-functional authority. If you're a senior CS manager with mandate to drive change across teams, you'll get value. If you're an individual contributor, the diagnostic approach will be interesting but harder to act on without organisational authority.