Nova Financial Group
Knowledge Hub
Playbooks, policies, and product guides for the whole team.
Handling At-Risk Account Escalations
A step-by-step playbook for relationship managers when an account shows churn signals.
When an account's health score drops or usage declines sharply, the first step is always to understand why before reaching out — check the timeline for recent support escalations, sponsor changes, or contract milestones.
Reach out within 48 hours of a risk flag. Lead with a genuine check-in rather than a renewal pitch — the goal is to understand what changed, not to defend the relationship.
Loop in your manager if the account has no clear budget-holding contact, or if the risk driver is outside your control (e.g. a departed sponsor). Continuity risk requires a different plan than a product or pricing issue.
Log every touchpoint in the account timeline so the next person picking up the account has full context.