Operator proof · ChurnDefense · Live · Operating company
Customers signal churn weeks before they cancel
A behavioural intelligence layer for SaaS retention. Product, payment and support data land in one model that scores every account in real time and tells the CSM what to do about it. Built and operated by the isonew founder as co-founder and CRO.
Co-founder and operator proof. Ronan Pinho is co-founder and CRO of ChurnDefense alongside founder and CEO Matt Ham. It is an operating company, not an isonew client.
Service line: AI Agents & Automation
Context
What the operation looked like
Customer success teams were watching churn arrive as a cancellation email. The signals were already in the stack — feature usage in the product analytics tool, failed charges in billing, friction in the ticket queue — but nobody was reading them together, and nobody had time to.
Constraint
A risk score nobody acts on is a dashboard. The product had to survive contact with a CS team that already has a full calendar, which meant the output could not be an alert; it had to be a diagnosis with the next action attached.
Decisions
What was decided, and why
- 01
Score against a learned baseline of what a healthy account looks like in that specific product, instead of shipping a generic churn formula.
- 02
Read product, payment and support signals in one model, because each one alone produces false positives.
- 03
Ship native integrations rather than an ingestion project, so a team is live in days without an engineering sprint.
- 04
Attach a prescribed playbook to every risk score, and track the outcome of the playbook so the recommendation is auditable.
System built
What exists, module by module
Integration layer
Native connections to CRM, billing, product analytics and support, with the data model mapped automatically.
Behavioural scoring
A per-account fingerprint scored continuously against the healthy baseline for that product.
Diagnosis surface
The specific signals driving a score, shown to the CSM instead of a bare red flag.
Rescue playbooks
Step-by-step flows triggered by risk: QBRs scheduled, support escalated, outreach sent.
Outcome attribution
Each playbook records what happened, so the team knows which actions saved the account.
Priority queue
Accounts ranked by risk and revenue at stake, so the day starts with the right five names.
Built with
Shipped
What it looks like in use
The delivered surface, live. Open it and check.
Evidence
Figures, with scope and source
MRR under protection
Aggregate across monitored accounts · Published on churndefense.com
$48M+ in MRR protected
ScopeAggregate across customer accounts monitored on the platform
SourcePublished on churndefense.com
200+ SaaS companies
ScopeCompanies using the platform, as published
SourcePublished on churndefense.com
Live in under 48 hours for most teams
ScopeOnboarding time via native integrations, as published
SourcePublished on churndefense.com
Retention panel
Rolling 12 months · refreshed weekly
Accounts flagged early
Saved after outreach
Revenue retained
Share of flagged accounts retained
last 12 weeks
Retention System Blueprint
Signals, scoring, and the save-offer path with its guardrails.
The artifact handed over on this engagement. Client figures are replaced with representative ones, the structure is unchanged.
These are the figures ChurnDefense publishes on its own site, reproduced with their scope and source. isonew claims the engineering and go-to-market record behind them, not a promise of the same numbers elsewhere.
Ronan doesn't sell theory. He runs the framework on his own companies first, then ships it.
Matt Ham on working with Ronan Pinho
The founder and CEO of ChurnDefense, on record and on video.
Matt Ham · Founder & CEO, ChurnDefense
Current state
Where it stands today
Live and operating. The platform runs for paying SaaS teams, with Matt Ham as founder and CEO and Ronan Pinho as co-founder and CRO.
Next expansion
For isonew clients, the reusable part is the pattern: signals from systems that already exist, scored against a learned baseline, delivered as an action rather than a chart.
What this does not claim
ChurnDefense is an operating company, not an isonew engagement. The published figures belong to ChurnDefense, and no client outcome is claimed from them.
Written and reviewed by
Ronan Pinho
Founder of isonew and of ChatSac, co-founder and CRO of ChurnDefense. Over ten years building and operating technology companies. Based in Apex, North Carolina. Works in English, Portuguese and Spanish.
Last reviewed 2026-08-14
Keep going
Other write-ups and the commercials
Same format, different relationship — plus what work like this costs.
One next step, and it is a paid one on purpose
The AI Opportunity Diagnostic is a fixed-scope engagement. You leave with a ranked plan you can act on with us or without us.