Sailer AI is a fast-growing Brazilian sales automation platform. Its B2B customers are in automotive, education, e-commerce and insurance, on annual contracts from $18k to $60k. The team tracked engagement and support numbers, but often found out a customer was unhappy only once they had started to pull away.

The warning signs were there, in three different places:

• Product usage patterns lived in analytics dashboards no one checked daily.
• Support problems sat in Zendesk, with no link to the renewal date.
• The champion went quiet slowly, and nothing raised an alert.

None of them was alarming on its own. Together, they meant an account was slipping, and nobody saw all three at once.

Sailer connected Horizon to the tools it already used, without replacing anything. Horizon pulled product usage, support tickets and email onto each account, so the team could see when several warning signs showed up together.

In the first 60 days, the team found four more accounts that looked fine in the CRM but were quietly cooling.

In another case, falling usage plus an unresolved integration issue showed up six weeks before renewal. The team fixed it in time and kept a $52k annual contract.

1. The CRM said healthy. Three other systems disagreed.Usage, support and email each held part of the story.
2. A month of warning is enough to save a renewalBoth saves came from acting 30–45 days out.
3. Act the week the warning signs line upSailer reached out the same week and kept the customer.

The Next Web runs on long-term commercial relationships: subscriptions, partnerships and sponsorships. The company tracked performance and engagement, but leadership often heard about a cooling relationship late, when the conversation was already about damage control.

The warning signs were there, spread across the company:

• Commercial conversations lived in email threads and internal notes.
• Problems showed up in support and delivery tools.
• Engagement dropped slowly, and nobody raised a flag.

None of them was enough to act on alone. Together, they often meant a partner was pulling away, and leadership rarely saw them side by side in time.

TNW connected Horizon to the tools it already used, without changing how the team works. Horizon brought the conversations, the support issues and the engagement together on each account.

For Alexandru, the value was knowing where to look.

Within the first weeks, leadership spotted relationships that looked fine on the surface but were starting to cool.

In one case, falling engagement plus an unresolved operational issue showed up earlier than it would have before. Dealing with it sooner reset expectations and kept the relationship.

1. Watch the relationship, not just the numbersThe first signs of cooling were in email and support, not in the metrics.
2. Leaders need to know where to lookA short list of accounts beat another report.
3. Early warning turns renewals into planned conversationsFewer surprises, calmer renewals.