Churn Management Automation with Make.com

Reducing customer churn is critical for any subscription or SaaS business, and make.com provides a powerful visual platform to automate how you identify, track, and act on churn risks. This step-by-step guide walks you through building a churn management automation that centralizes data, triggers timely alerts, and helps your team respond before customers leave.

Why Use Make.com for Churn Management?

Churn management depends on timely, accurate signals from many sources: product usage, billing, support tickets, and feedback. make.com connects these systems so information flows automatically without manual data entry.

By designing a churn workflow in make.com, you can:

• Consolidate data from CRM, billing, and product tools.
• Calculate churn risk scores with clear business rules.
• Trigger alerts for your sales and success teams.
• Log every risk event in a central database or spreadsheet.

This creates a repeatable process that scales as your customer base grows.

Planning Your Churn Automation in Make.com

Before you open make.com and start building, identify exactly what “churn risk” means in your business and which tools hold the required data.

Define Churn Risk Signals

Start by listing the conditions that usually precede a cancellation. Common signals include:

• Drop in product activity (logins, events, or usage minutes).
• Payment failures or upcoming credit card expiration.
• Low feature adoption or missing onboarding milestones.
• Multiple unresolved support tickets or low satisfaction scores.
• Downgrades or license reductions.

Each of these signals can be turned into a scenario inside make.com that tracks and scores customers in near real time.

Map Systems and Data Sources

Next, list the apps that will connect through make.com for your churn automation, such as:

• CRM (e.g., HubSpot, Pipedrive, Salesforce).
• Billing (e.g., Stripe, Chargebee, Paddle).
• Product analytics (e.g., Mixpanel, Amplitude, custom database).
• Support (e.g., Zendesk, Intercom, Freshdesk).
• Communication tools (e.g., Slack, email, CRM tasks).

Identify the key fields that will be needed across these tools: customer ID, plan, MRR, last activity date, last payment date, and owner or account manager. In make.com, you will map these fields between modules so every scenario uses a single consistent customer identifier.

Building a Churn Risk Scenario in Make.com

Once you know your churn signals and connected apps, you can create a scenario in make.com that continuously evaluates customers and flags risks.

1. Create a New Scenario

1. Log in to make.com.
2. Click on Create a new scenario.
3. Select your first app or data source as the trigger, such as your CRM or billing tool.

For example, you might start with a CRM module that watches for updated deals or contacts, or with a billing app that watches for subscription changes.

2. Add Triggers for Churn-Related Events

Configure modules in make.com to watch for specific churn-related events, such as:

• Subscription downgraded or plan canceled.
• Invoice payment failed or card about to expire.
• Last login older than X days, via product analytics or database queries.
• Low NPS or survey rating from your feedback tool.

Each event module in make.com can act as a starting point for a branch in your scenario, or you can consolidate them into a single risk-evaluation route.

3. Unify Customer Data in One Record

To assess churn risk accurately, your scenario should merge data from multiple systems into one customer profile. In make.com:

1. Use Search or Get modules in your CRM or database to find the corresponding customer using a unique ID or email.
2. Map key fields (MRR, plan, lifecycle stage, owner) into variables or bundle items.
3. Optionally, store a unified record in a central database or spreadsheet (e.g., Airtable, Google Sheets, or a SQL database connected to make.com).

This central record becomes your single source of truth for churn risk calculations.

4. Calculate a Churn Risk Score in Make.com

Using the Tools modules in make.com, you can create a simple scoring logic based on your signals. For example:

• Payment failure: +40 risk points.
• No login in 14 days: +30 risk points.
• Open support ticket older than 5 days: +20 risk points.
• Recent downgrade: +25 risk points.

Implement this in make.com by:

1. Adding Set variable or Set multiple variables modules.
2. Using conditional logic (Router and Filter modules) to add points based on each condition.
3. Summing points into a final risk_score field.

Store the resulting score back into your CRM, spreadsheet, or database so it is visible to your team.

Triggering Team Actions from Make.com

Calculating risk is only useful if it leads to action. With make.com, you can automate alerts and follow-ups whenever risk crosses a defined threshold.

5. Define Risk Thresholds and Segments

Create clear categories that will drive different actions, such as:

• Low risk: 0–29 points.
• Medium risk: 30–59 points.
• High risk: 60+ points.

In your make.com scenario, use filters to route customers to the correct branch based on their score.

6. Send Alerts to the Right Owner

In each risk branch, configure actions such as:

• Creating a follow-up task in the CRM for the account owner.
• Sending a direct Slack or Teams notification to the responsible CSM.
• Sending an internal email summary with risk reasons and suggestions.

Make sure you map the owner or CSM field from your CRM in make.com so notifications go to the correct person or channel.

7. Automate Customer Outreach

For some risk levels, you can let make.com send automated, personalized messages:

• On medium risk, send an email offering a check-in call or onboarding help.
• On high risk, trigger a series of emails and in-app messages with targeted content.
• For early signals, send educational resources or feature tips.

Connect your email or marketing automation tool to make.com and map the personalized fields you want to insert (name, plan, use case, last activity).

Monitoring and Improving Your Make.com Churn Workflow

Once your scenario is live, you should monitor its performance and refine it as your churn patterns evolve.

8. Log Every Risk Event

Set up a logging mechanism within make.com by writing each evaluated customer and risk score to a structured table, such as:

• Google Sheets.
• Airtable base.
• A relational database accessible via an SQL module.

Include timestamps, signals triggered, score, and actions taken. This gives you a history of churn risk and interventions for analysis.

9. Analyze Results and Adjust Signals

Periodically review your logs and compare:

• Which risk scores most accurately predict actual churn.
• Which automated messages generate replies or plan saves.
• Which segments need different thresholds or playbooks.

Then adjust your scoring rules and branches inside make.com. Over time, this experimentation will make your churn automation more accurate and effective.

Expanding Beyond Basic Churn Automation in Make.com

After you have a foundational churn management scenario in place, you can extend it with more advanced use cases in make.com:

• Sync churn risk to dashboards in BI tools for leadership visibility.
• Trigger customer health updates for executive sponsors.
• Run win-back campaigns for customers who have already churned.
• Score upsell opportunities using similar logic but positive signals.

For strategic guidance on advanced automation stacks, you can also consult specialized partners such as Consultevo, who help design scalable systems around platforms like make.com.

Learn More About Make.com Churn Automation

The official how-to guide on churn management from make.com provides concrete examples of modules, filters, and data flows you can reuse in your own scenarios. To dive deeper into recommended patterns and detailed module configurations, review the original article here: Churn management automation guide on make.com.

By combining clear business rules, unified data, and the flexibility of make.com, you can create a robust churn management automation that surfaces at-risk customers early, coordinates your team’s response, and ultimately protects your recurring revenue.

Need Help With Make.com?

If you want expert help building, automating, or scaling your Make scenarios, work with ConsultEvo — certified workflow and automation specialists.

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