▸case-01 Our SaaS platform tracks customer account health metrics. When we detect a 35% month-over-month decline in active user sessions for an account, we want to design a remediation plan. Should we draft the outreach email sequence right away, or how should the initial phase of our save play design be structured? | pass→pass | 16,573 | 25,006 | +51% | 1 | 1 | 0% | 2,264 | 2,329 | +3% | 0 | 0 | — |
▸case-02 We are building a playbook for accounts showing a sudden spike in technical support tickets. We have written the core messaging draft. What structural components must be included in the play blueprint to make it complete for team execution? | fail→fail | 16,430 | 9,533 | -42% | 1 | 1 | 0% | 2,420 | 1,719 | -29% | 0 | 0 | — |
▸case-03 When establishing the owner matrix for high-risk account save plays, our team plans to list the involved roles such as CSM and Lifecycle Marketer. Is listing these role titles sufficient for operational readiness? | pass→pass | 14,709 | 13,493 | -8% | 1 | 1 | 0% | 2,080 | 2,121 | +2% | 0 | 0 | — |
▸case-04 Our executive team suggested that Customer Success Managers should handle all save play execution tasks alone since they own account relationships. How should role responsibility be structured across teams for retention save plays? | fail→pass | 26,446 | 15,915 | -40% | 1 | 1 | 0% | 2,549 | 2,574 | +1% | 0 | 0 | — |
▸case-05 To measure whether our new save play for declining usage works, we plan to roll it out to all 200 at-risk accounts next month and compare overall retention rates against last quarter's baseline. How should the measurement methodology be structured instead? | pass→pass | 13,911 | 13,930 | +0% | 1 | 1 | 0% | 2,169 | 2,328 | +7% | 0 | 0 | — |
▸case-06 When setting up the measurement plan for a new churn mitigation campaign, we plan to track account renewal status continuously indefinitely without a set end date. What time parameter should be established in the plan? | pass→pass | 8,723 | 7,674 | -12% | 1 | 1 | 0% | 1,350 | 1,386 | +3% | 0 | 0 | — |
▸case-07 Once a save play campaign finishes sending its scheduled multi-channel outreach, the team plans to mark the play card as completed and closed. What final framework phase needs to occur after execution? | fail→pass | 5,981 | 4,441 | -26% | 1 | 1 | 0% | 827 | 851 | +3% | 0 | 0 | — |
▸case-08 For enterprise accounts with over $100k ARR that show low product engagement, we want to deliver a single large email containing feature tips, discount offers, and executive quotes all in one message. How should multi-touch retention interventions be structured? | pass→pass | 15,085 | 18,400 | +22% | 1 | 1 | 0% | 2,021 | 2,942 | +46% | 0 | 0 | — |
▸case-09 Our CS team currently exports CSV logs of user activity every Monday morning to manually find accounts crossing danger thresholds and assign save plays. How should save play initiation be automated? | pass→pass | 16,587 | 17,646 | +6% | 1 | 1 | 0% | 2,384 | 2,638 | +11% | 0 | 0 | — |
▸case-10 We are creating a standardized template card for account managers to execute when an account's NPS drops below 6. What core fields must be included on this play card template? | pass→pass | 14,425 | 13,348 | -7% | 1 | 1 | 0% | 2,001 | 2,127 | +6% | 0 | 0 | — |
▸case-11 We want to launch an aggressive price-discount save play for accounts showing zero logins for 14 days. To save maximum accounts, we plan to send the discount to 100% of these accounts. How should our experiment tracker template be structured? | pass→pass | 18,142 | 16,392 | -10% | 1 | 1 | 0% | 2,629 | 2,642 | +0% | 0 | 0 | — |
▸case-12 After running a 30-day save play, we want to log the outcomes. Is a single pass/fail status checkbox in our CRM sufficient for ongoing play improvement? | pass→pass | 13,908 | 11,494 | -17% | 1 | 1 | 0% | 1,906 | 1,893 | -1% | 0 | 0 | — |
▸case-13 For key enterprise accounts at risk of non-renewal, we plan to ask our VP of CS to step in on an ad-hoc basis whenever a CSM feels overwhelmed. How should executive involvement be formalized in save plays? | fail→pass | 17,322 | 17,943 | +4% | 1 | 1 | 0% | 2,520 | 2,787 | +11% | 0 | 0 | — |
▸case-14 An enterprise customer has submitted 12 urgent support tickets in 5 days regarding API errors. Should this ticket surge be treated solely as an isolated IT support issue, or integrated into retention playbooks? | fail→pass | 13,244 | 14,362 | +8% | 1 | 1 | 0% | 1,874 | 2,284 | +22% | 0 | 0 | — |
▸case-15 A key account's quarterly NPS rating dropped from 9 to 4. The renewal is 8 months away, so the account manager wants to wait until the 90-day renewal window to address it. When and how should this signal be handled? | pass→pass | 14,386 | 14,281 | -1% | 1 | 1 | 0% | 2,089 | 2,235 | +7% | 0 | 0 | — |
▸case-16 When a CSM identifies an at-risk account, they currently spend 2 hours drafting custom slide decks and email templates from scratch. How should play design address this inefficiency? | fail→fail | 13,550 | 13,724 | +1% | 1 | 1 | 0% | 1,882 | 2,303 | +22% | 0 | 0 | — |
▸case-17 To address account inactivity, our team wants to rely exclusively on automated drip emails to avoid distracting CS representatives. Is an email-only approach recommended for high-value save plays? | pass→pass | 15,284 | 14,346 | -6% | 1 | 1 | 0% | 2,099 | 2,245 | +7% | 0 | 0 | — |
▸case-18 We noticed that 15 accounts stopped using our core reporting module this month. Should we send a general product update newsletter to all customers, or take a targeted approach? | pass→pass | 12,634 | 14,427 | +14% | 1 | 1 | 0% | 1,716 | 2,377 | +39% | 0 | 0 | — |
▸case-19 When drafting the measurement plan for our churn save plays, the team wants to track email open rates as the main evaluation metric. What metrics should be established instead? | pass→pass | 15,194 | 13,854 | -9% | 1 | 1 | 0% | 2,246 | 2,107 | -6% | 0 | 0 | — |
▸case-20 A customer has formally completed contract termination, signed offboarding docs, and requested a data dump. Should we trigger a churn remediation save play or complete offboarding procedures? | pass→pass | 8,501 | 8,805 | +4% | 1 | 1 | 0% | 1,292 | 1,464 | +13% | 0 | 0 | — |
▸case-21 An enterprise account increased daily active user sessions by 150% this quarter, hit seat capacity, and asked to add new modules. Should we trigger a churn mitigation save play or an expansion workflow? | pass→pass | 10,854 | 8,552 | -21% | 1 | 1 | 0% | 1,460 | 1,469 | +1% | 0 | 0 | — |
▸case-22 A satisfied account with high product usage and a green health score is 90 days from contract renewal. Should we trigger an emergency risk-mitigation save play or follow standard renewal outreach? | pass→pass | 10,733 | 8,206 | -24% | 1 | 1 | 0% | 1,517 | 1,394 | -8% | 0 | 0 | — |