Case Study: a North American SaaS leader redesigns customer health scoring to predict churn with Architech

a North American SaaS leader redesigns customer health scoring in 4 weeks with Architech

Architech partnered with a North American SaaS leader whose customer success team had stopped trusting its customer health score, which was critical for identifying churn risk on annual contracts. The challenge was not the model itself but the entire workflow supporting it; the score was blind to key risk signals already in their tech stack, its math was not normalized for factors like account size, and it provided no explanation for its changes, leading CSMs to ignore it and waste time on manual triage.

Architech conducted a four-week discovery to diagnose five structural breaks in the workflow. Their solution redesigned the score to incorporate new signal pipelines from tools like Zendesk and Gong, added explainability and weighting, and designed four AI agents to automate CSM tasks. While the multi-million dollar annual benefit is identified and not yet earned, the deliverable was a complete transformation blueprint with a sequenced build plan and a validation method to prove the score against real churn data before deployment.