How Statista Reduced Churn and Standardized Renewal Risk Management in Salesforce

The Who

Statista, a global data platform, provides market and consumer data to over 2 million users worldwide. Their revenue growth depends not only on acquiring new customers but increasingly on retaining and expanding existing accounts.

Facing fragmented renewal processes and limited visibility into customer health, Statista’s GTM leadership decided to modernize account management and drive Net Revenue Retention.

The Problems

• Renewal management was inconsistent across regions and teams, leading to preventable churn.
• Risks like low product usage or disengaged champions were spotted too late or not at all.
• Salesforce was used as a passive data store, not as a proactive client engagement platform.
• Frontline leaders lacked the signals and dashboards to coach teams and intervene on time.
• Sales, CS, and RevOps teams were stretched thin and couldn’t redesign the system alone.

Why Harrier

Statista partnered with Harrier to bring:

• Operator experience: A partner who has built and run these systems before.
• Proven process: Rapid framing of business problems, shaped into Salesforce-native solutions.
• Integrated delivery: A single team of Salesforce engineers and GTM operators.
• Iterative releases: Delivering value every month instead of one big bang.

The Solution

Delivered in 3 fast work packages:

1. Renewal Management with Sentiment Tracking: Automated check-ins across the customer lifecycle to capture sentiment and flag risks early.‍
2. Risk Management Framework: A structured Salesforce risk object, lifecycle, and dashboards to track and mitigate risks across the renewal pipeline.‍
3. Automated Risk Signaling: Automatically surfacing risks from product usage, customer activity, and CRM engagement data.

The Results

• 90% of renewal opportunities now have an active risk assessment
• Renewal managers start conversations 6 months before renewal, instead of 1 month
• Reduced manual tracking across spreadsheets, Slack, and ad hoc notes
• Frontline leaders review actionable risk dashboards in weekly renewal reviews
• Churn reduced in early pilot teams (numbers TBD)

In Statista's own words

• “We finally have a shared view of which renewals are at risk and why. The weekly review sessions have become real coaching conversations.” — Victor Tatis, Global Account Management
• “Before, we didn’t know if a renewal was in trouble until it was too late. Now we can act months ahead of time.” — Ariel Lieberman, Head of Client Success Americas

The Takeaways

• Renewal management can’t rely on gut feel and spreadsheets
• Salesforce can become your proactive revenue platform if you embed signals, workflows, and coaching loops
• Harrier brought both the technical muscle and the GTM understanding to make it happen fast

Want to stop losing renewals you could have saved? Let’s design your proactive Salesforce revenue platform.