<aside> 💡 The goal is to thoroughly analyze significant customer churns, document the reasons, identify lessons learned, and implement actionable steps to prevent similar occurrences.

</aside>

• The CSM team will run a retrospective of all customer churns above $150,000 ARR, including Full and Partial Churns.
• If the ARR churn does not decrease the number of seats purchased, we do not need to do a churn retro.
• Once the churn is officially realized, the CSM Churn Retro Sponsor will contact the assigned TA to have them begin using the Churn Retro template in Vitally.
• To start this doc go to - Account -> Docs -> Create New -> Churn retro for >$150k ARR
• After the CSM is completed, they will book a call with AE and TS Churn Retro Sponsor to review the document together.
• During this process, the account team will review the closed lost opportunity in SFDC and agree on the Closed Lost category and reason.
• The TS Churn Retro Sponsor will post a PDF version of this document in #gtm-operations-review and will be responsible for implementing the Lessons Learned and Call to Action outcomes.

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