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DDI

by | Dec 11, 2025 | Case Study, Operations

DDI logo
DDI logo

DDI builds a customer success engine to boost renewals and expansion.

 

$1.2M
ARR

preserved from 20 targeted saves

  ~100% NRR

projected

350+ accounts

transitioned to 10 new CSMs in 4 months

“This year has proven that when you pair a driven team with ChurnZero’s capabilities, you can build not only a stronger renewal process but also a culture of proactive customer success.” 

DDI (Development Dimensions International) is a global leadership company that helps organizations hire, develop, and promote exceptional leaders through research-backed assessment, development, and succession solutions.

The Challenge

Stand up customer success to drive profitable growth, adoption, and retention.

Entering FY2025 (September 2024–August 2025), DDI launched its first customer success team to scale growth, deepen adoption among subscription customers, and improve retention. The mandate: build proactive, data-driven renewal and expansion motions from the ground up while creating clear visibility into risk and revenue.

The Process

Detect risk earlier, prioritize renewals with precision, and enable a fast transition to CSM coverage.

From day one, the team leaned on automation, health data, and proactive engagement to create measurable impact:

  • Refined the churn health score to surface risk earlier, enabling timely interventions that convert potential losses into long-term wins (using ChurnZero health scoring/ChurnScores to trigger alerts and plays).
  • Implemented ChurnZero Renewal Hub for a single, accurate line of sight into ARR forecasts so CSMs could focus on the right accounts at the right time.
  • Transitioned 350+ accounts to the new model by hiring and training 10 CSMs from internal consulting and project teams. The team used leader enablement and ChurnZero best practices to keep execution fast and consistent.

For their next step, the team set up alerts starting with risk topics so stakeholders are notified as soon as new concerns appear. They’re also influencing long-term planning by sharing topic data with product marketing and analyzing topic trends by product module. 

The Impact

Strong saves, healthier forecast, and year-over-year retention lift.

  • 20 targeted saves preserved $1.2M in ARR
  • Healthiest quarterly retention outlook since launch
  • NPS rising across the fiscal year; last six months at 78 with 81% advocates/promoters (FY-to-date 72 with 78% promoters)
  • Cultural shift to proactive customer success as teams operate from shared data, earlier triggers, and a clearer renewal playbook