At-risk customers are accounts that show early warning signs of potential churn, such as low product engagement, overdue payments, or support escalations. Identifying them early allows customer success teams to intervene proactively.

Example: A SaaS platform flags customers who have not logged in for 30 days, have open unpaid invoices, or have submitted more than 3 support tickets in the last month as at-risk, triggering an outreach from the CS team.