Case Study: Red Canary achieves improved Customer Success visibility and increased retention with ChurnZero

Dedicated Customer Success Platform Helps Rapidly Growing Cybersecurity Firm Gain CSM and Executive Visibility

Red Canary, a fast-growing cybersecurity firm committed to improving information security, faced scaling challenges in its Customer Success organization: the team relied on Google Docs and non‑CS tools, lacked a simple predictive health score, and had limited managerial analytics. To address this, Red Canary partnered with ChurnZero to implement ChurnZero’s Customer Success platform, including its ChurnScore functionality, to centralize data and improve visibility.

ChurnZero delivered an intuitive CS workspace, managerial dashboards, and helped Red Canary identify and weight the right health metrics, enabling proactive account management. Over 18 months the company scaled from ~100 to 190+ client accounts, increased retention and efficiencies, gained measurable ROI through reduced churn and clearer upsell opportunities, and provided leadership with aggregated reporting and more predictive customer conversations.

Red Canary

Stacie Ward

Vice President Customer Care