Most enterprise SaaS teams can already see the risk. What they often lack is an operating model that gets Customer Success, Support, Product and Engineering acting on it together, in time. Owila finds where that breaks down and helps fix it before exposed revenue becomes lost revenue.
You have hundreds of enterprise customers, and you know which ones are in trouble. Support has flagged the escalations. Customer Success has raised the alarm. The numbers are in the CRM. But the account has been red for months, and nothing has moved. The risk is known. Nobody owns the outcome end to end.
We work with B2B SaaS companies serving enterprise and regulated customers, where a few accounts carry significant revenue, renewals feel unpredictable, and churn risk is fragmented across teams with no end-to-end owner.
You can already see which accounts are red. The problem is what happens next: the risk sits across Customer Success, Support, Product, and Engineering, and nobody turns it into action before renewal. We call this Retention Operations, and it works in three steps.
Connect the at-risk accounts, ARR exposure, and operational issues behind the risk.
Prioritise the problems that matter, assign ownership, and drive the cross-functional decisions required before renewal.
Fix the ownership, escalation, prioritisation, and operating cadence so the organisation can manage future customer risk without Owila.
Owila can diagnose the problem, lead the intervention, or embed alongside your team until the operating model is working.
Customer Success thinks in relationship risk. Support thinks in severity. Engineering thinks in effort. Product thinks in roadmap fit. Finance thinks in revenue. Each is right, and none of them, on its own, adds up to a decision.
Owila gives Customer Success, Support, Product, Engineering, and leadership one shared language for action, so revenue at risk does not quietly become lost revenue.
In 3 weeks, the Retention Operations Diagnostic traces a focused set of strategic at-risk accounts across Customer Success, Support, Product, and Engineering, to find where your retention operating model is breaking down, how much recurring revenue is exposed by those failures, and what needs to change.
How much of your known at-risk ARR is trapped behind operational failures, where it is stuck, and how much of it is still influenceable before renewal.
Where prioritisation, ownership, escalation, decision rights, and handoffs are breaking down, so known risk never turns into action.
For the accounts where action can still change the outcome: what happens now, who owns it, and by when.
What needs to change structurally, so the same organisational failures stop putting future renewals at risk.
Owila is built on hands-on experience leading retention, escalation operations, product delivery, and engineering execution for an $80M+ ARR enterprise SaaS platform serving 450+ customers globally, including highly regulated commercial and government organizations. We have seen what happens when customer risk sits between teams, and what it takes to turn fragmented signals into action that protects revenue.
Owila is led by Fredrick Odhiambo, who has led retention, escalation operations, and product delivery inside enterprise SaaS, after earlier work at Microsoft and Ericsson. He built Owila to fix the pattern he kept seeing up close: known customer risk that no one could turn into coordinated action in time.
