Enterprise Segment Risk Brief — Monday, Week of [Current Week]

No flagged accounts are currently open in the review queue.

Top 3 Highest-Risk Accounts

Only two Enterprise accounts fell below the health threshold. Both are listed; a third account would ordinarily appear here but the segment produced no further at-risk accounts at this time.

1. Vantara Global Industries — Health: 57 | Usage: -15%
All three recent feedback submissions are negative, spanning broken SSO documentation, a two-week support lag that destroyed confidence in metric accuracy, and a role-permissions gap in Flow that the customer explicitly cited as a factor in considering alternatives.

2. Axiom Northgate Corporation — Health: 61 | Usage: -18%
Usage is declining faster than Vantara Global Industries despite a higher health score; a nine-day support non-response on a broken workflow trigger caused an AP process failure, and the customer has already begun trialing a competitor.

Three Talking Points for the CCO's Team

1. Support response time is the proximate cause of churn risk at both accounts.
Vantara Global Industries waited nearly two weeks for a meaningful response on a metrics accuracy issue; Axiom Northgate Corporation waited nine days on a duplicate-trigger defect that disrupted live business operations. In both cases, the delay — not the underlying bug — is what eroded trust and triggered evaluation of alternatives.

2. Axiom Northgate Corporation is actively trialing a competitor.
The most recent feedback states plainly that the support non-response "was the final straw" and that a competitor trial had already begun. This is not a risk signal — it is an active competitive displacement situation. The window to intervene is short.

3. Vantara Global Industries has a product gap that no service recovery can close alone.
The absence of custom roles in Flow (only four presets, no clone-and-modify) forced the customer to choose between over-permissioning and locking people out. The customer noted this contributed to their decision to "look elsewhere." A support outreach without a near-term product commitment on custom roles will not resolve this account's posture.

Recommended Actions

Axiom Northgate Corporation — Act this week.
Assign a senior CSM to personally contact the account within 24 hours. Acknowledge the nine-day response failure explicitly. Request an executive-level call to understand the competitor evaluation criteria and determine whether there is a recoverable position before the trial concludes.

Vantara Global Industries — Two parallel tracks.
First, escalate the open metrics accuracy case immediately and provide a named technical owner with a committed resolution timeline — the current "configuration issue on your end" response is unacceptable and must be reversed or explained. Second, engage Product with the customer's specific custom-roles use case; if a roadmap commitment is possible in the near term, communicate it directly to the account as part of recovery.

Support SLA — Structural fix required.
Both at-risk accounts share the same root cause: tickets sitting for days with no meaningful response. Investigate whether this is a queue-depth problem, a triage gap, or an escalation failure, and bring a concrete remediation proposal to the next leadership review. A pattern across two Enterprise accounts in the same week is not a coincidence.