The playbook engine that runs while you sleep
Quick answer: RETAIN ships ten pre-built playbooks — built on the Churn Crusher methodology — that fire on real signals: health drops, approaching renewals, onboarding stalls, engagement changes. On the Growth tier the engine runs autonomously across your whole portfolio, executing steps and flagging what needs a human.
Pre-built, not blank-canvas
The reason most CS admin never gets automated is setup: a blank workflow builder is another project for a team that doesn't have a spare project. RETAIN ships with the playbook catalogue already built — onboarding kickoff, check-ins, risk response, renewal preparation and more — so the automation works from day one, not after a configuration quarter.
How the automation ladder works
Step 1
Starter — run playbooks yourself
Two playbooks included (Onboarding Kickoff and 30-Day Check-In), run account-by-account with full AI support: INTEL search, AI QBR generation and health narratives are all included at £149/month.
Step 2
Growth — let the engine run
The full ten-playbook catalogue plus autonomous automation: triggers are checked daily across the portfolio, steps execute unattended, and the QBR, Risk, Onboarding and Renewal agents work every account — not just the ones you had time for.
Step 3
Scale — add the Expansion agent
Scale adds the Expansion agent, which surfaces expansion signals across the portfolio, alongside unlimited users and accounts.
What triggers a playbook
- Health score movements — an account crossing a RAG threshold
- Renewal proximity — structured preparation opening well before the date
- Onboarding progress — stalled milestones prompt a nudge, not silence
- Engagement signals — changes your team would otherwise spot too late
Triggers run on the same eight-signal model as health scoring — one data model drives the score, the automation and the QBR narrative.
See it on your own accounts
See the playbook engine on real accounts — book a demo, or check which tier fits on the pricing page.