Homie turns cold outreach into warm intros from people that buyers already trust: but Homie's service only works when customers stay engaged with it.

As their customer base grew, the team needed a way to know which accounts were showing early warning signs, which trials were failing to activate, and where to intervene before it was too late.

Userlens and its AI Agent became the backbone of how Homie manages account health and acts on churn signals across the entire customer base.

Impact TL;DR

"There's no shortage of user interaction data, the problem is seeing what actually matters. Userlens cuts through the noise and helps us choose the right battles to fight."

— Markku, Co-Founder

• AI Agent automates daily account health management

• Churn signals are caught early; before accounts go silent

• 100% of trial accounts monitored automatically, without manual check-ins

• High-priority accounts listed in one cohort view

The challenge of finding churn signals in the noise

Homie generates rich behavioral data. Every Ghost run, every warm path alert, every intro request sent or accepted is a signal worth paying attention to.

The problem was that there was no system for turning that data into a clear picture of which accounts were healthy and which were quietly sliding toward churn.

"You tell a customer to do something to get the most out of your platform, and then you just hope they did it. You have no easy way to know."

— Markku said.

Without that clarity, the team was reactive. They'd learn about a struggling account when it went silent or didn't renew; not weeks earlier, when an intervention might have changed the outcome. And with each new account added, the manual overhead of staying close to all of them kept growing.

Instead of yet another dashboard to check, Markku needed a system that watched every account continuously and surfaced the signals that required action (particularly the early signs that an account was drifting).

AI Agents monitoring account health

At the core of Homie's new approach is the Userlens AI Agent, configured around the behaviors that define healthy engagement on Homie's platform. When those actions are happening consistently, an account is healthy. When they stall or disappear, something is wrong.

"The main value comes from the features I set up and the way the agent understands what healthy usage looks like for our customers."

The Agent monitors these signals continuously across all accounts. It automatically flags concerning behavior and sends an alert.

The setup is built around Homie's own definitions. The Userlens SDK captures the raw events which are grouped into meaningful feature definitions that reflect how Homie thinks about product value. The Agent then evaluates account health against those definitions, not against some generic benchmark.

"I can ask the Agent about any account and get a full breakdown of exactly how they're using the product. The speed and depth of it is hard to match any other way."

What's more, Userlens allows setting up multiple Agents, each with a specific purpose. Homie can run a Health Score Agent that continuously evaluates account health, an Onboarding Monitor that tracks whether new accounts are completing activation steps, a Meeting Prep Agent that surfaces a full account summary before a call, and a Discover Upsell Agent that flags accounts showing expansion signals - all running in parallel, each alerting the right person at the right time.

Seeing activity trends at a glance

Homie's trial accounts are high-stakes: a strong ICP fit company that activates well is likely to convert and retain; one that registers and goes quiet is gone. And the window to act is short.

Userlens' Activity Dots make usage visible in real time. They show activity on a daily, weekly, monthly and quarterly level. Green means active, gray means silent. The greener the dot, the more events fired. When dots go gray, that's a churn signal - and it shows up in Userlens before the customer has said anything.

In one session, Markku immediately spotted that two users at a trial account had been active on the same days — a signal they were exploring the tool together and genuinely engaged. That kind of observation, which previously required digging through raw data or asking the customer directly, took seconds.

But the same timeline that surfaces engagement also surfaces the absence of it. When a trial account goes quiet after initial activity, that gray dot pattern is a churn signal Homie can act on - proactively, while there's still time.

Visibility at the group level

Beyond individual account monitoring, Markku uses Userlens cohorts/groups to manage account health at the portfolio level. High-priority companies — strong ICP fits, key trials, accounts approaching renewal — go into a dedicated cohort. Every day, opening that cohort gives a structured overview of activity, feature usage, and engagement patterns at once.

An account in the high-priority cohort whose activity drops motivates gives the team a call to action: reach out, ask what's blocking, offer support. An account that's been consistently active for weeks is a different conversation - one about expansion or renewal.

This insight can either be looked at in the cohort view or asked about from an AI Agent. The agent can be tailored to e.g. feed you a weekly report on both accounts at risk and accounts ready to grow via Slack.

Ready for what's next: scaling churn prevention into PLG

Homie is reopening self-signup, which means the volume of incoming accounts will outpace what any founder can manually track.

The same AI Agent workflow that manages churn signals across today's accounts will be even more useful. It will immediately distinguish the accounts that are actively engaging from those that registered and went dark.

"I can quickly understand which users are worth contacting: whether they're active and actually trying different things, versus just registering and forgetting it."

The accounts worth pursuing show up clearly in Userlens. The ones at risk of early churn show up just as clearly: early enough to do something about it.

Userlens' Impact

For Homie, the Userlens AI Agent has transformed account health management from a reactive, manual practice into a systematic, signal-driven workflow.

Churn risk is visible before it becomes churn. Activation gaps are caught during trials, not after they fail to convert. And the team can prioritize their time based on what the data is actually showing; not on gut feel or whoever happened to reach out last.

The result is a CS and account management practice that scales with the business, without requiring the team to scale alongside it.