Churn Risk
The churn risk score is Breadbox's early warning system. A 0–100 composite per account, powered by 9 signals, tells your account managers which clients need attention before they actually churn. Higher score = more risk.
Heads up: this score was previously shown as “health score” where higher meant healthier. As of April 2026 the scale was inverted to match how everyone naturally talks about it: lower = healthier, higher = riskier.
What the score means
Churn risk aggregates data from your PSA, touchpoints, assessments, and account-level signals into a single actionable number. It's visible on every account reference throughout the platform — in My Breadbox cards, Focus Mode rail, and the header of every account detail page.
0–30
Account is stable. No immediate action needed.
31–60
Needs attention. Review signals and schedule outreach.
61–100
At risk. Immediate intervention required.
The 9 signals and default weights
| Signal | Weight | Data Source |
|---|---|---|
| Open P1/P2 ticket count & age | 20% | PSA integration |
| CSAT / NPS trend | 15% | PSA integration |
| Billable hours vs budget (utilization) | 15% | PSA integration |
| Days since last touchpoint | 10% | Touchpoint timeline |
| Days since last decision-maker contact | 10% | Champion contact tracking |
| Stack standardization score | 10% | Assessment module |
| Payment health (outstanding invoices) | 10% | Accounting integration |
| Contract value vs renewal proximity | 5% | Account renewal date |
| Employee growth signal | 5% | Account field / enrichment |
Weights must sum to 100%. You can reconfigure them inSettings → Churn Risk.
When risk recalculates
- Daily — a background job recalculates all active account scores each night
- On demand — click Recalculate on any account's Health tab for an immediate refresh
- Triggered — logging a touchpoint or completing reconciliation can trigger a recalculation
History and trends
Every recalculation is stored. The Health tab on each account shows the current score, signal breakdown bars (which signals are pushing risk up), a 90-day trend line, and the full history table. Up arrows on the trend chart mean risk is rising — bad.
Velocity and predictive scoring
Breadbox tracks not just where a score is, but how fast it's moving. The velocity indicator on each account's Health tab shows the change in churn risk over the last 30 days plus a projected score 30 days from now.
Score velocity
Points gained or lost over the past 30 days. +12 means risk grew 12 points (worse). −8 means risk fell 8 points (better).
Projected score
Linear extrapolation 30 days forward. If risk climbed 25 → 45 over the past month, the projection is 65 (HIGH band).
Velocity alert
When churn risk RISES 10+ points in 30 days, the assigned AM gets an automatic alert — even if the score is still in the LOW band.
Fastest Rising
The dashboard surfaces the top 5 accounts whose risk is climbing fastest so you can intervene before they reach HIGH.
Configuring weights and thresholds
Go to Settings → Churn Risk to configure:
- Signal weights (must sum to 100%)
- Low Risk threshold (default 30) — scores at or below = LOW (green)
- Medium Risk threshold (default 60) — scores at or below but above Low = MEDIUM (yellow)
- Alert threshold (default 40) — when churn risk reaches this, the AM is notified
- Live preview — see how a sample account would score with your current settings