Where to find it | Sidebar → Client Health → Retention Forecast |
Who can see it | Everyone except standard-access users |
Can you change data here? | No. Everything is edited in the Client Success renewal tracker. |
How fresh is it? | Two delays stack — see "Why my sheet edit isn't showing" below |
What it's for
The Client Success team maintains a renewal tracker where account leaders log, contract by contract and month by month, what they expect to happen: full churn, downchurn, project ending, saved, or no churn.
This page mirrors that tracker into Signal and rolls it up, so leadership can answer:
How much revenue does the tracker cover this month, and how much do the teams expect to lose?
Which divisions are losing the most, and which are saving the most?
Which specific accounts are confirmed churn, and who owns each?
Is forecast churn accelerating or improving through the year?
This is deliberately the human counterpart to Churn Risk. Churn Risk shows what a model predicts. This page shows what account teams have declared. They share no data. When they disagree — model says risky, tracker says no churn — that disagreement is itself the useful signal.
What you'll see
Summary cards:
Card | What it means |
Revenue at Risk | Total retainer of every contract in the tracker for this slice — see the warning below |
Forecasted Churn | Dollars the teams expect to lose |
Saved Revenue | Retainer of accounts marked Saved — at risk, then rescued |
Amount Retaining | Retainer expected to stay |
Forecast Churn Rate | Forecast churn as a share of tracked revenue |
Confirmed / Saved Accounts | Counts |
Six tabs — Monthly summary, Status breakdown, Division pivot, Confirmed churn, Saved accounts, Account detail, and an Annual rollup with a month-over-month table.
Controls for granularity (month, quarter or year), period, division, and account search.
⚠ "Revenue at Risk" is a misleading label
It is the total retainer of all tracked contracts in the slice — including accounts marked "No Churn".
Read it as "revenue covered by the renewal tracker", not "revenue in danger". Quoting it as revenue at risk will overstate the problem, sometimes dramatically.
How to use it
Monthly forecast review. Set granularity to Month, pick the current month, read Forecasted Churn and the churn rate. Then check the status breakdown to see whether the risk is concentrated in full churn (losing them) or downchurn (they're shrinking) — those need different responses.
Cross-division accountability. Set granularity to Quarter and open the Division pivot, sorted by forecast churn. Compare churn rates and save counts across divisions side by side.
"Which accounts are we actually losing?" Filter to your division and open Confirmed churn. Each row gives the contract, the dollars, the renewal stage and the owning Account Director.
Study the saves. Open Saved accounts. Saved Revenue is what the save motion actually protected — worth reporting as much as the losses.
Track the year. The Annual rollup shows every tracked month plus a month-over-month table. This is where you see whether renewal-heavy months are coming and whether the trend is improving.
Spot-check one client. Search the client name and open Account detail. If something's wrong, the fix is in the tracker, not here.
Good to know
Everything comes from one spreadsheet. Signal writes nothing back and recalculates nothing. Forecasted Churn in particular is a formula maintained inside the tracker — Signal just sums it. Questions about that formula go to the Client Success team.
Ownership can drift. The Account Director, Group Director, division and client names come verbatim from the tracker and are not reconciled against Signal's own assignments. So the owner here can differ from Manage Leads. Fix the tracker.
It's only as clean as the sheet. Data-entry inconsistencies pass straight through. Rows with a blank status count as retaining and show as "Unknown" in the status breakdown.
Account counts aren't deduplicated across months. The same client can appear in several months on different contracts, so the month-over-month table can look inflated. The on-screen caption says so.
The Division pivot deliberately ignores your division filter, so divisions always stay comparable. Every other tab respects it.
Multi-month views show the worst status across those months, ranked full churn → downchurn → project ending → saved → no churn.
The page is built for the current year. Rolling into a new year needs work by the Signal team.
The name is inconsistent internally — you'll see this called Retention Forecast and Division Forecast in different places. Same page.
Common questions
Why doesn't "Revenue at Risk" match our finance figures? It's scoped to what the Client Success team tracks in their sheet, including no-churn accounts, and is never reconciled against company revenue. See the warning above.
I updated the tracker — why isn't it showing? Two delays stack: the sheet is mirrored into a data view by a pipeline outside Signal on its own schedule, and then Signal caches the result for about 15 minutes. If it still hasn't appeared after a few hours, the pipeline is the place to look — that's data engineering, not Signal.
How is Forecasted Churn calculated? Signal doesn't calculate it. It's a formula column inside the tracker. Ask the Client Success team.
Can I edit a status here? No. This page is entirely read-only. All corrections happen in the tracker.
Why does the Division pivot show all divisions when I filtered to one? Intentional, so divisions stay comparable.
What does "Confirmed Accounts" mean? Accounts whose worst status in the period is full churn — the team has declared the client is leaving.
What's the difference between this and Churn Risk? Churn Risk is a weekly model prediction. This is what people declared. They share no data, and a mismatch is worth a conversation with the account team.
Why is the Account Director different from Manage Leads? This shows whatever is typed in the tracker. The two are never reconciled.
Why do the annual account counts look inflated? Counts aren't deduplicated across months. The annual summary cards at the top do count each contract once for the year.
Related
Churn Risk — the model's view of the same question
Churn Log — what we've actually already lost, in finance terms
ETCR (Beta) — whether expansion covered the churn
Portfolio Review — per-client contract and renewal detail