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Product Related
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What is Churn Assassin and how does it work?
Churn Assassin is a customer success platform that monitors your SaaS customer accounts for signs of churn risk and delivers real-time alerts. It analyzes behavior trends, inactivity signals, and proprietary churn indicators to help your team proactively intervene. Learn more -
How does Churn Assassin detect churn risk?
We use machine learning and 300+ proprietary churn signals—such as usage drop-offs, ghosting by top users, and engagement patterns—to calculate a dynamic churn risk score for each account. Learn More -
What is the Sentry Beacon and how do I install it?
The Sentry Beacon is a lightweight tracking code you add to your product to monitor user behavior in real time. Setup takes less than 2 minutes. Learn More -
What CRM and support tools does Churn Assassin integrate with?
Churn Assassin integrates with HubSpot, Salesforce, Zendesk, and more. Our platform syncs customer health insights directly into your existing workflows. Learn More -
Can Churn Assassin send in-app messages to users?
Yes. Using Sentry Messaging, you can trigger contextual in-app messages based on account health or specific behaviors. Learn More -
Does Churn Assassin provide predictive churn alerts?
Yes. Our Sentry Monitoring Agent feature sends daily alerts for accounts predicted to churn based on their current trajectory. Learn More -
What types of data does Churn Assassin analyze?
We analyze event tracking, login frequency, feature usage, billing activity, and more. This data feeds our AI to provide a complete picture of customer health. -
How quickly can I get started with Churn Assassin?
Most teams are live within 5–10 minutes. Install the Sentry Beacon, and you’ll start seeing real-time account activity immediately. -
Can I tag specific user actions as churn indicators?
Yes. You can tag activities like “viewed cancellation page” or “removed credit card” as cancellation signals, which our system will monitor going forward as well as attribute historical event occurrences. -
Is there a dashboard for visualizing customer health?
Yes. The Sentry Dashboards and Sentry HQ provide a complete 360° view of each account’s activity, risk signals, and historical trends. Learn More
Plan Related
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What’s the difference between the Launch, Health Monitor, and Success Platform plans?
Each plan is tailored by feature depth. Launch is best for early-stage startups, while Success Platform offers full automation and AI-powered workflows. Learn More -
Can I upgrade to a higher plan later?
Yes. You can upgrade at any time, and your new features will be activated instantly. -
What’s included in the Launch plan?
The Launch plan is designed to give you a "taste" of everything Churn Assassin has to offer. While some features are limited you will have full access to the platform and only limited by the quantity of records/objects you can create. For example; in the Launch Plan you get 5 In-App messages running at a time, in the Success Platform Plan; it's unlimited. -
What’s included in the Health Monitor plan?
Health Monitor includes AI churn predictions, Sentry Messaging, and full dashboard analytics. Ideal for scaling SaaS teams. Learn More -
What’s included in the Success Platform plan?
The Success Platform includes everything: team management, account automation, custom playbooks, and full CRM integration. Learn More -
Are there limits on tracked users?
You can invite your entire team and each plan includes unlimited tracked customers and unlimited number of customer end-users.
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Can I use Churn Assassin with multiple products or brands?
Yes. The Success Platform plan allows multiple workspaces for different products, clients, or brands. -
Do I need technical support to get started?
No. Most users install and activate Churn Assassin in under 10 minutes. However, white-glove onboarding is included in the Health Monitor and Success Platform plans.
Billing Related
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How much does Churn Assassin cost?
Plans start at just $29/month and scale based on the number of customers monitored. No hidden fees. See personalized pricing -
What is included in the free trial?
You get full access to all features for 30 days—no credit card required. Start monitoring your accounts in minutes. Start your free-trial here -
What happens when my free trial ends?
Your account will be automatically downgraded to our free plan unless a payment method is provided in which you will remain in the same plan you trialed. You’ll receive reminders before the trial ends so you can upgrade with no interruptions. -
Do you offer annual billing discounts?
Yes. You can save by choosing an annual billing cycle. Compare monthly vs annual pricing -
Can I change my plan anytime?
Yes. You can upgrade, downgrade, or cancel your subscription at any time when on the Monthly Billing cadence. If you selected annual billing, you can make changes to your account at the end of the annual billing term. -
How is the customer count calculated?
Billing is based on the number of customer records actively monitored in your system. You can control this in your customer list. Only "Active" or "Non-Disabled Customers" count towards you customer count. Meaning; if you have a customer that cancels, you will no longer be charged for that customer. -
What payment methods are accepted?
We accept all major credit cards. For Enterprise clients, we also support ACH and invoicing. -
Is there a refund policy?
Free trials of the product are provided and as such no refunds are not provided, however you can cancel your account at any time to avoid be billed at next term renewal.
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Can I get a receipt or invoice for my subscription?
Yes. All invoices and payment receipts are sent to you automatically via email to the email address you signed-up with.
Security Related
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Where is my data stored?
Your data is stored in a highly secure, PCI DSS-compliant facility with multiple layers of security. The physical environment is closely monitored, featuring round-the-clock security and technical staff, dual-factor authentication, and biometric scanners for controlled access through a four-zone security system. Security cameras and an intercom system ensure continuous surveillance, with dedicated cage cameras for enhanced protection.
Our data centers undergo annual independent audits for compliance with SOC 1 Type II, SOC 2 Type II, SOC 3, HITRUST, ISO 27001, and SSAE 18 standards. -
Is my data secure?
Yes. We host all data on secure AWS infrastructure and implement industry-standard encryption and access control policies. Churn Assassin utilizes the latest in security practices which includes:
- Intrusion Detection and Prevention Systems
- Advanced Next Generation Firewalls
- Multiple points of access control
- Monthly Audits of Systems/Processes
- Regular system updates and patches
- Centralized management of Virus/Malware
- Separate physical networks for our internal staff and your data/applications
In addition to the above, Churn Assassin uses multi-layered security protocols to prevent unauthorized access, including strong authentication, access controls, and regular monitoring. Access to data is restricted to authorized personnel only, ensuring a secure environment for sensitive information.
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Is Churn Assassin compliant with data privacy regulations like GDPR, CCPA, and others?
Yes, Churn Assassin is fully compliant with major data privacy regulations, including GDPR and CCPA. We prioritize user privacy and ensure that our data practices align with these regulations, allowing you to meet compliance requirements confidently. Our data centers undergo annual independent audits for compliance with SOC 1 Type II, SOC 2 Type II, SOC 3, HITRUST, ISO 27001, and SSAE 18 standards. -
What encryption methods does Churn Assassin use to secure data in transit and at rest?
Churn Assassin employs industry-standard encryption methods to protect data both in transit and at rest. Data is encrypted using TLS (Transport Layer Security) during transmission and AES-256 encryption when stored, ensuring a high level of security across all data handling processes. -
Are there customizable security settings for user roles and permissions within Churn Assassin?
Yes, Churn Assassin offers customizable security settings, allowing you to configure user roles and permissions to match your organization’s structure and security requirements. This ensures that only the right team members have access to sensitive data. -
Do you offer SSO or 2FA?
Yes, Churn Assassin offers SSO via Google -
Who has access to our data and how is this access controlled?
Access to your data is limited to a select group of authorized Churn Assassin personnel, who require it for maintenance, support, or compliance purposes. Access is controlled through strict role-based permissions, and access logs are maintained to track any interactions with your data. -
Is my data backed up?
Yes, all your data is backed up and encrypted for security. Backup files are stored safely within our network as well as a secure offsite location. Backups are performed at least once within a 24 hour period.
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Does Churn Assassin conduct regular security audits and vulnerability assessments?
Yes, Churn Assassin follows a rigorous process to maintain and improve our security posture, ensuring the safety and integrity of our systems and your data.
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Code Reviews: Every change to our code undergoes thorough reviews by our engineers to catch and address potential security issues before they reach our live environment.
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Automated Code Analysis: We utilize static code analysis tools to automatically scan for vulnerabilities and insecure practices, ensuring our code aligns with security standards, such as the OWASP Top Ten.
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Automated Testing: All code is subjected to automated unit and integration tests to verify both functionality and security. We continuously scan our infrastructure and applications for known vulnerabilities using the latest Common Vulnerabilities and Exposures (CVE) database.
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Penetration Testing: We conduct annual penetration testing through third-party security experts to proactively identify and address potential vulnerabilities.
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Timely Patch Management: Our patch management policy ensures prompt application of security patches. Critical patches are prioritized and implemented immediately, while non-critical updates are thoroughly tested before deployment.
Through these measures, Churn Assassin ensures ongoing, comprehensive security assessments to protect your data.
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