MediaOps: Subscriber Retention & Churn Prediction
How GetPost Labs would build the retention specialist's workflow: subscribers going quiet flagged early by an AI agent with a drafted check-in, contact rules held in software, and every call made by your retention team. Churn reasons and outcomes logged on the same record.
Executive Summary
The Problem: Subscribers rarely announce they are leaving. They stop opening, stop logging in, or ring to cancel when the price goes up. The retention specialist works from a CRM list and their own notes, so the quiet ones are often found too late and the reasons people leave are recorded differently every time.
The Solution: MediaOps gives the watching and drafting to AI agents, keeps do-not-contact flags and touchpoint timing as fixed rules in software, and leaves every conversation and offer with the retention specialist. Each at-risk subscriber has one record of signals, calls, reasons and outcomes.
The Outcome: The retention specialist starts the day with a ranked list and a drafted opener instead of a raw export, and the business learns why people leave from reasons logged the same way every time.
The Challenge
Understanding the problem space
"Recognise early warning signs such as missed services, declining engagement or dissatisfaction."
— A duty listed in a current Australian client retention specialist job ad (SEEK, September 2026)
Spotting who is drifting away is the core of the role. Across 7 current customer retention specialist ads, the same duties come up: watch engagement, reconnect with disengaged or at-risk customers, handle cancellation calls, keep structured 30, 60 and 90-day touchpoints, and record churn reasons and outcomes in the CRM.
The ads come from subscription, insurance, finance and care businesses, but the job has the same shape in a media or telecom subscriber team. The warning signs already exist somewhere — usage, billing, support tickets, the last conversation. When they sit in separate systems, the specialist works from a list and memory, and the quiet customers are found after they have gone.
Source: 7 customer retention specialist job ads in Australia on SEEK, September 2026. Employers not named.
The Solution
What GetPost Labs would build
Core Capabilities
Where the Time Comes Back
Calling, not searching
The retention specialist stops hunting through exports and starts with the subscribers the agent has flagged:
Finding At-Risk Subscribers
Export a list from the CRM, sort by last login, and guess who to call first.
The agent has ranked the subscribers going quiet and noted why. The specialist starts with the ones that matter.
Preparing the Call
Scroll through billing, support tickets and old notes before each call to work out what went wrong.
A one-screen summary and a drafted opener are waiting. The specialist reads it and picks up the phone.
Churn Reasons
Reasons typed as free text, or not at all, so nobody can say why people leave.
Reason and outcome picked from a set list after each call, with a note. Patterns show up in the monthly report.
BPMN Workflow
The business process modelled
At-Risk Subscriber: Flagged to Outcome
User Journey
An At-Risk Subscriber, Flagged to Outcome
Scenario: A subscriber on a monthly digital news plan has stopped opening the app and the newsletter, and last week's card payment failed.
Stops opening the app and the newsletter. The monthly card payment fails
Flags the subscriber as at risk: falling usage plus a failed payment. Notes they contacted support about a login problem last month
Checks the subscriber has not opted out of calls and has not been contacted recently. Clears them for a call
Drafts an opener that starts with the login problem, not a discount, and lists the plans they could move to
Calls, sorts out the login with them and updates the card. Decides no discount is needed
Picks the reason (login problem) and the outcome (stayed) from the set list and adds a note
Books the next touchpoint. Signals, call, reason and outcome kept on one record
Outcome: The subscriber stays, and the business learns one more real reason people drift away. The agent spotted and drafted; the specialist made the call.
Interactive Prototype
Functional dashboard demonstrating the concept
Content Calendar
Multi-platform
© 2026 GETPOST Labs. Full Stack Engineering Solutions.
Functional prototype. Click on cells and entries to see interactions.
System Context
Where MediaOps fits in the ecosystem
Have a Similar Problem?
This is the kind of workflow automation GetPost Labs builds. If your organisation has similar challenges, we'd love to discuss how a custom solution might help.