When usage starts slipping
usage-decline Their activity dropped 50%+ in the last 30 days. Reach out before they ghost.
Fires when: Monthly usage dropped 50%+ vs 90-day average
Moments catalog
20+ pre-built moments.
Configurable to your business.
From activation to churn prevention. Catch every revenue moment that matters.
Retention
Catch users before they slip away.
When your champion goes silent
power-user-gone-quiet Your best customer hasn't shown up for a week. They're slipping away.
Fires when: Top user hasn't logged in for 7 days
After they tried it and never came back
feature-abandonment They opened the door, took one look, and left. Find out what broke.
Fires when: Used a key feature once, then never again
When they sign up and disappear
onboarding-incomplete One week in, still no first action. The signup excitement is fading.
Fires when: Signed up 7+ days ago, missed activation step
When they start strong, then freeze
activation-stalled They've made it past day one but never reached the aha moment.
Fires when: Made it past day one but stopped before key milestone
Upsell
Spot revenue expansion signals.
When they're outgrowing your plan
usage-hitting-limits They're 90% through the month's quota. The bigger plan writes itself.
Fires when: Used 90%+ of monthly quota
When one seat clearly isn't enough
multi-seat-opportunity One seat, multiple teammates already poking around. Time for a team plan.
Fires when: Single seat with 3+ team domains visible
When they're punching above their plan
power-feature-unlocked They cracked an advanced feature on a basic plan. They need the pro tier.
Fires when: Used advanced feature on a basic plan
When a colleague joins the same domain
team-domain-spotted A new face from a customer's domain just signed up. Land the team account.
Fires when: New signup from same domain as existing customer
Anti-churn
Act on the warning signs before cancellation.
When the card just got declined
payment-failed Payment failed. Catch it in 24h before they forget you exist.
Fires when: Stripe declined the card
Before their renewal lapses
renewal-at-risk 14 days to renewal, usage trending down. The save window is now.
Fires when: Renewal in 14 days, usage declining
When tickets start piling up
support-escalation More than one ticket this week. Frustration is building. Get ahead of it.
Fires when: Multiple support tickets in 7 days
When they peek at the cancellation page
cancellation-visited They opened the exit door. They didn't walk through. You still have time.
Fires when: Visited /cancel page without completing
Before they downgrade themselves
downgrade-attempted They started the downgrade. Ask why before they save themselves halfway.
Fires when: User started a plan downgrade flow
Activation
Help new users reach first value.
When pricing visits scream 'I'm ready'
hot-lead Three pricing visits this week. They're hovering on the buy button.
Fires when: Trial viewed pricing 3+ times in 7 days
When they hit their first win
first-value First key action done. Celebrate it, then point at the next one.
Fires when: Completed first key action
Before they remember it's expiring
trial-ending Three days left, only half-activated. Help them see the value first.
Fires when: Trial ends in 3 days, partial activation
When they hit a wall in onboarding
stuck-on-step Same step for 48h. Either the doc is unclear or they need a human.
Fires when: Same onboarding step for 48h+
Engagement
Reward milestones and re-engage dormant users.
When a customer crosses a milestone
milestone-reached They just hit 100 customers. Celebrate it. It's a real moment for them.
Fires when: 10k events, 100 customers, or custom thresholds
When a ghost user comes back
comeback-signal Dormant for 30+ days, they just opened the app. Pick up where you left off.
Fires when: Dormant user logged in after 30+ days
When they go deep in one sitting
power-session Five power actions in a single session. They're falling in love.
Fires when: User performed 5+ key actions in one session
When a happy customer is ready to talk
referral-eligible Hit milestone N happy. Best moment to ask for a referral or testimonial.
Fires when: Happy customer hitting milestone N (custom)
Don't see your moment?
Every B2B SaaS has its own signals. Custom moments coaching is included on Scale, or just ask — we add them for every customer.