Braze × Gojek
At-Risk Account Rescue
A renewal rescue plan built around customer behavior, business yield and a six-month evidence window, rather than a feature-led pitch.
Independent candidate case study created during a recruitment process. Not commissioned by or endorsed by Braze or Gojek. Public version excludes the original hiring brief, private notes and interview talk track.
Adipratama
Customer Success / Commercial Operations / Founder-side execution
The renewal risk is behavioral before it is technical.
Low adoption
Underuse makes premium platform cost easier to challenge and harder to defend.
6-month renewal
The account needs evidence of value within a defined window, not a vague future-state promise.
Cost scrutiny
A cheaper legacy alternative turns product adoption into a commercial problem.
No numerical target is invented because no baseline was provided. The metric defines the customer behavior the recovery plan is trying to change.
Two lifecycle programs, one renewal story.
Grow the ecosystem
Move single-service users toward the most relevant second service through contextual discovery and personalized timing.
Protect the ecosystem
Reinforce multi-service behavior so a second-service transaction becomes the start of a durable lifecycle.
Defend business yield, not feature count.
Prove behavior lift
Can the recovery plan increase multi-service adoption and repeat behavior inside the renewal window?
Prove operating confidence
Can the customer run a repeatable lifecycle motion instead of depending on one-off campaigns?
Make switching cost visible
Compare migration, rebuild and retraining cost against the value already available in the current platform.