Lunit is a global medical AI company focused on transforming cancer diagnosis and treatment through a connected ecosystem of imaging, pathology, and biomarker analysis solutions. Lunit provides a comprehensive breast health platform that spans risk assessment, breast density evaluation, image quality management, and AI-assisted cancer detection, helping clinicians make more informed decisions across the screening pathway.

Today, Lunit supports more than 10,000 healthcare sites in over 65 countries, leveraging clinically validated AI and extensive scientific evidence to advance earlier detection.

The Challenge

New products. New processes. New skills.

In 2023, Lunit completed its acquisition of Volpara Health, a breast screening analytics company. The deal brought a new product portfolio, a larger customer base, and immediate pressure on the customer success (CS) team to operate across both.

Volpara’s existing CS team was built largely from clinicians, many of them mammography technologists who had spent their careers working with patients.  This team of caregivers was handed a much-expanded technology platform to support and one big change: revenue responsibility.

“We were originally structured around driving adoption of individual products. Following the acquisition, the team expanded its focus to selling and supporting the full Lunit platform and ecosystem.” Explained Kristin Bravo, VP of Customer Success at Lunit International.

The first thing they needed to do: build CS skills (metrics, KPIs, renewals, contract negotiation) from the ground up and get technology to support them. 

The Volpara acquisition also created another challenge.  The expanded portfolio brought products that had been acquired and renamed, making it harder to track which products customers were talking about when they reported feedback or issues.

Without integration across systems, CSMs had to manually search for customer health signals across platforms, spreadsheets, and reports.

The Process

One step at a time.

Lunit International’s CS team turned to ChurnZero and worked to build a phased approach to address their needs.

“ChurnZero took us from coordinating our data, to being able to use our data to take action, to now with all the AI, to providing proactive and predictive insights to help us grow,” says Kristin.  “Basically, it started with helping us see. Then it helped us prioritize and act.  Now, with the AI, it’s helping us anticipate—revealing patterns, opportunities, and risks we wouldn’t have recognized on our own. “

Connecting the data came first: ServiceNow tickets, product usage, customer activity, pulled into one place so CSMs could act on what the platform surfaced rather than search for themselves.

Segmentation and alerts gave the team a way to let the data set the agenda. ChurnZero became the place where action happened. Salesforce held the record; ChurnZero drove what to do with it.

Lunit International adopted ChurnZero’s Echo AI agent to capture and curate voice of customer flowing through support tickets, project management calls, and sales conversations that had never been organized or routed to the right teams. The goal is to automatically triage that feedback: product feature requests go directly to the product manager, support issues open a ticket in the support queue, and expansion signals reach the right CSM.

The Impact

Revenue impact.

• 80%+ of the new net revenue now comes from current customers, up from 73% the prior year
• 1.5% annual churn rate
• 110%+ net NRR

“As our customer success team matured, ChurnZero became the system that connected strategy to execution,” says Kristin. “With clear visibility into the metrics that matter, our team can proactively manage risk, identify opportunities and take ownership of business outcomes. That shift has been a key driver of our retention, growth and financial results for the business, and we just couldn’t do it without ChurnZero.”