Koala in the Field: Spotting Value Drift Before it Becomes Churn

This company is a developer experience analytics platform used by engineering leaders at companies like Dropbox, P&G, and Pfizer to understand how their teams work and where they’re blocked.

With hundreds of active customers and complex enterprise rollouts, this company’s Customer Success team wanted to proactively spot if something started slipping—whether it was lower engagement, shifted use cases, or new team members at customer accounts unsure of how to get the most out of the platform. Because product data is often inaccessible to GTM teams—particularly usage by persona—they turned to Koala to build a system for catching drift before it turned to churn.

The problem: Spot misalignment early enough to fix it

Most account health tools rely on lagging indicators; by the time usage drops or a customer asks for help, the window to turn things around is nearly closed. This company wanted a way to see early signs of value misalignment—so their team could reach out in time to make things right.

The solution: Proactively share new product value paths

The Plays this company built in Koala bucket engagement patterns at ‘red’ accounts into high, medium, and low engagement in order to tailor outreach strategy for each. Here’s what that looks like:

1. Set product usage thresholds — Create buckets for high, medium, and low usage for executive champions and decision makers. Use these buckets as a way of determining account health, or combine (as this company has done) with previously defined account health flags.

2. Deploy AI to research champions: Pull information about their professional areas of expertise, pains, and gains. Check recent speaking engagements, authored content, and social posts.

3. Generate contextual messaging: Koala Coach suggests connection with the CSM to walk through a new or perhaps overlooked feature, based on CRM knowledge of the customer account, and AI research of the business itself.

This turns weak signals into clear actions—and gives CSMs the info they need to get ahead of problems.

How you can run the same Play

You don’t need a big CS team to spot value drift. Just:

1. Examine how usage patterns relate to customer health
2. Define what “healthy” usage looks like, segmented by key personas
3. Set up alerts for when accounts fall off that baseline
4. Use AI Research to pull in company and persona specific intelligence
5. Send outreach that addresses gaps, offers help, or suggests new value streams

Of course, these Plays won’t save every account—but they will help the team stay ahead of preventable, and regrettable churn.

Want to build this Play for your team?

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