How Findem AI Preempts and Prevents Churn with Planhat
Findem
Findem
201-500 Employees
Scale-up
201-500 Employees
Scale-up
Headquarters
Redwood City, CA
Headquarters
Redwood City, CA
Switched to Planhat
2025
Switched to Planhat
2025
HighlightED Processes
HighlightED Features
Findem is an AI talent acquisition and management platform whose Talent Data Cloud generates multidimensional talent data. Seeking a foundation for building agentic workflows, the team needed a single system to unify customer success and project management.
Findem is an AI talent acquisition and management platform whose Talent Data Cloud generates multidimensional talent data. Seeking a foundation for building agentic workflows, the team needed a single system to unify customer success and project management.
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Challenge
Before Planhat, the data that work depended on was scattered—the team used Rocket Lane for project management, Salesforce for sales, Zendesk, Omni, and a Snowflake warehouse that only one person could access. Frequently frustrated that Rocket Lane was not connected in any meaningful way to the systems the CSMs used, the team looked for a solution that would bring together customer success and project management into a one-stop shop.
Some data was in Rocket Lane, some was in Salesforce — it was in all these different pockets, making it difficult to get full context into anything. ”
“
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Before Planhat, the data that work depended on was scattered—the team used Rocket Lane for project management, Salesforce for sales, Zendesk, Omni, and a Snowflake warehouse that only one person could access. Frequently frustrated that Rocket Lane was not connected in any meaningful way to the systems the CSMs used, the team looked for a solution that would bring together customer success and project management into a one-stop shop.
Some data was in Rocket Lane, some was in Salesforce — it was in all these different pockets, making it difficult to get full context into anything. ”
“
Before Planhat, the data that work depended on was scattered—the team used Rocket Lane for project management, Salesforce for sales, Zendesk, Omni, and a Snowflake warehouse that only one person could access. Frequently frustrated that Rocket Lane was not connected in any meaningful way to the systems the CSMs used, the team looked for a solution that would bring together customer success and project management into a one-stop shop.
“Some data was in Rocket Lane, some was in Salesforce — it was in all these different pockets, making it difficult to get full context into anything. ”
Share
Solution
Solution
Just six months into using Planhat, the team have already been leveraging Planhat agents for real growth. Utilizing Planhat’s MCP, they can bring full customer context into all their AI assistant interactions. Planhat is not just used by the post-sales team, but also by Product—to shape their roadmap—and Finance, allowing Findem to collapse siloes that were previously slowing down work.
It feels like we’ve already been with Planhat for years, because we've been able to accomplish so much already.”
“
Share
Just six months into using Planhat, the team have already been leveraging Planhat agents for real growth. Utilizing Planhat’s MCP, they can bring full customer context into all their AI assistant interactions. Planhat is not just used by the post-sales team, but also by Product—to shape their roadmap—and Finance, allowing Findem to collapse siloes that were previously slowing down work.
It feels like we’ve already been with Planhat for years, because we've been able to accomplish so much already.”
“
Just six months into using Planhat, the team have already been leveraging Planhat agents for real growth. Utilizing Planhat’s MCP, they can bring full customer context into all their AI assistant interactions. Planhat is not just used by the post-sales team, but also by Product—to shape their roadmap—and Finance, allowing Findem to collapse siloes that were previously slowing down work.
“It feels like we’ve already been with Planhat for years, because we've been able to accomplish so much already.”
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
Six months in, the team have been focusing on consolidating their data in Planhat and turning it into insights through agentic work. Data that previously sat in separate systems, reachable by one person and hardly utilized, now produces analysis that the post-sales teams can act on, and the team plan to further expand their use of Planhat for PSA.
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Six months in, the team have been focusing on consolidating their data in Planhat and turning it into insights through agentic work. Data that previously sat in separate systems, reachable by one person and hardly utilized, now produces analysis that the post-sales teams can act on, and the team plan to further expand their use of Planhat for PSA.
Six months in, the team have been focusing on consolidating their data in Planhat and turning it into insights through agentic work. Data that previously sat in separate systems, reachable by one person and hardly utilized, now produces analysis that the post-sales teams can act on, and the team plan to further expand their use of Planhat for PSA.
The clearest day-to-day change for CSMs is that they instantly access a full picture of a customer, and can use that to drive action. For example, one agent analyses all conversations with a customer to detect where they had dropped off inside the product and drafts an email to the customer, which the CSM is able to approve before it is sent. More broadly, Planhat has become the single place anyone at Findem goes for customer context, rather than needing to go through the CSMs. The team are able to go from analysis to action quicker, sending targeted messages to customers who have taken (or not taken) certain actions.
If they haven't set up XYZ in the product, we can send them a training asset. If they told us they're looking for a specific outcome, we track it in the objectives model in Planhat and do targeted messaging around the things that move that needle.”
“
The clearest day-to-day change for CSMs is that they instantly access a full picture of a customer, and can use that to drive action. For example, one agent analyses all conversations with a customer to detect where they had dropped off inside the product and drafts an email to the customer, which the CSM is able to approve before it is sent. More broadly, Planhat has become the single place anyone at Findem goes for customer context, rather than needing to go through the CSMs. The team are able to go from analysis to action quicker, sending targeted messages to customers who have taken (or not taken) certain actions.
If they haven't set up XYZ in the product, we can send them a training asset. If they told us they're looking for a specific outcome, we track it in the objectives model in Planhat and do targeted messaging around the things that move that needle.”
“
The clearest day-to-day change for CSMs is that they instantly access a full picture of a customer, and can use that to drive action. For example, one agent analyses all conversations with a customer to detect where they had dropped off inside the product and drafts an email to the customer, which the CSM is able to approve before it is sent. More broadly, Planhat has become the single place anyone at Findem goes for customer context, rather than needing to go through the CSMs. The team are able to go from analysis to action quicker, sending targeted messages to customers who have taken (or not taken) certain actions.
If they haven't set up XYZ in the product, we can send them a training asset. If they told us they're looking for a specific outcome, we track it in the objectives model in Planhat and do targeted messaging around the things that move that needle.”
“
Alongside the standard reactive risk work involved in health management, Findem is building a proactive layer. A ‘signals’ channel in Slack provides analysis of every customer call the moment it happens, tying the transcript to the customer's wider history; and a predictive health-scoring model, back-testing two years of usage, is being built to trigger the next-best action automatically inside Planhat.
It could be an automated playbook—we send the user a Loom video: ‘we see you're doing this in the product’ or ‘you're struggling with that’—or it triggers the CSM to reach out to the manager about the behaviours we've seen in their team.”
“
Alongside the standard reactive risk work involved in health management, Findem is building a proactive layer. A ‘signals’ channel in Slack provides analysis of every customer call the moment it happens, tying the transcript to the customer's wider history; and a predictive health-scoring model, back-testing two years of usage, is being built to trigger the next-best action automatically inside Planhat.
It could be an automated playbook—we send the user a Loom video: ‘we see you're doing this in the product’ or ‘you're struggling with that’—or it triggers the CSM to reach out to the manager about the behaviours we've seen in their team.”
“
Alongside the standard reactive risk work involved in health management, Findem is building a proactive layer. A ‘signals’ channel in Slack provides analysis of every customer call the moment it happens, tying the transcript to the customer's wider history; and a predictive health-scoring model, back-testing two years of usage, is being built to trigger the next-best action automatically inside Planhat.
It could be an automated playbook—we send the user a Loom video: ‘we see you're doing this in the product’ or ‘you're struggling with that’—or it triggers the CSM to reach out to the manager about the behaviours we've seen in their team.”
“
One of the first things Findem built on Planhat was a churn-and-risk engine. A last-90-day account summary and churn analysis produces an action plan for individual accounts, based on data about support tickets, calls and conversations and broader signals. On top of that sits a daily escalation digest—powered by the Planhat MCP—that no longer just counts tickets but frames them with revenue at risk and account health, in an executive-ready format.
Planhat pulls all the analysis together into a nice, clean, executive-friendly digest that shows: here's what needs your attention, here's exactly what we need to do next to make progress.”
“
One of the first things Findem built on Planhat was a churn-and-risk engine. A last-90-day account summary and churn analysis produces an action plan for individual accounts, based on data about support tickets, calls and conversations and broader signals. On top of that sits a daily escalation digest—powered by the Planhat MCP—that no longer just counts tickets but frames them with revenue at risk and account health, in an executive-ready format.
Planhat pulls all the analysis together into a nice, clean, executive-friendly digest that shows: here's what needs your attention, here's exactly what we need to do next to make progress.”
“
One of the first things Findem built on Planhat was a churn-and-risk engine. A last-90-day account summary and churn analysis produces an action plan for individual accounts, based on data about support tickets, calls and conversations and broader signals. On top of that sits a daily escalation digest—powered by the Planhat MCP—that no longer just counts tickets but frames them with revenue at risk and account health, in an executive-ready format.
Planhat pulls all the analysis together into a nice, clean, executive-friendly digest that shows: here's what needs your attention, here's exactly what we need to do next to make progress.”
“
Where Findem's customer data once sat in disconnected systems the team now works from a single, agent-ready view that lets them get ahead of customer behaviour—moving “from uncertainty to confidence.”
Share
Where Findem's customer data once sat in disconnected systems the team now works from a single, agent-ready view that lets them get ahead of customer behaviour—moving “from uncertainty to confidence.”
Share
Where Findem's customer data once sat in disconnected systems the team now works from a single, agent-ready view that lets them get ahead of customer behaviour—moving “from uncertainty to confidence.”
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.