Keka Account Manager Dashboard: Surfacing Churn Risk Before It Happens
Built a product usage visibility dashboard that gave account managers early signals on at-risk customers.
Bhargava T
AI Product Manager at SquadStack.ai
From their time as
Associate Product Manager
Keka HR • 2023 - 2025
Overview
Bhargava identified a structural gap in how Keka's account managers handled customer health. Each manager was responsible for 50 to 70 accounts, and problems were going unnoticed for months because there was no consolidated view of product usage. By the time a customer flagged an issue, the churn risk was already advanced.
The Story
Bhargava identified a structural gap in how Keka's account managers handled customer health. Each manager was responsible for 50 to 70 accounts, and problems were going unnoticed for months because there was no consolidated view of product usage. By the time a customer flagged an issue, the churn risk was already advanced.
He built a product usage dashboard that surfaced actionable signals for account managers, showing which customers had been struggling and for how long. The goal was to shift the team from reactive firefighting to proactive outreach.
With the dashboard live, account managers could see that a specific customer had been experiencing problems for two months without raising a ticket, and act before the relationship deteriorated. The result was a 3% reduction in churn quarter-on-quarter, driven by earlier and more targeted customer engagement.