Created By: Reese Grossman, Support Team 

Created On: September 3, 2025 

Purpose

This process ensures that when an account is moved to Churn Account Status, all required steps are captured and communicated automatically. It reduces manual effort for Support/CX and provides billing with complete context to take timely and accurate action. 

Automatic Billing Notification

• A Zapier automation posts directly to #billing-requests whenever the Account Status field on an account is changed to Churn. 

• Support and CX team members no longer need to send a manual message to the channel. 

Required Fields in Salesforce

To move an account to Churn, the following fields must be completed: 

• Services Removed in Dashboard (checkbox field)

• Churn Date (date field) 

• Churn Category (picklist field)

• Churn Reason (text field)

• Churn Context for Billing (text field)

If any of these are blank, Salesforce will prevent you from saving. 

New Field: Churn Notes for Billing

This field has been added to capture details for Billing. Please provide complete context, including: 

• When billing should actually stop

• Whether paying out the full agreement was discussed with the client

• Any additional information relevant for Billing to process the churn accurately 

Filling out this field thoroughly ensures that the Billing team has the information they need to act quickly and accurately.

Who to Contact

• Billing-related questions → Naomi 

• Process or Salesforce questions → Reese/Ops