Accounts · hierarchy and the consolidated snapshot
The Accounts tab shows your subscription customers in two views, List and Hierarchy, and opens a consolidated snapshot of each account with MRR, Pipeline (ARR), Health, Open tickets and Seats used / purchased. It exists so you can see that a division belongs to a group, and know at a glance whether an account is ready to expand or about to push back at renewal.
In a subscription business, a customer is rarely a single row. There is the corporate group that negotiates the contract, the account that signs it and the divisions that use the product. If all three sit loose in a flat list, nobody notices that the small division coming up for renewal belongs to the group that accounts for a third of your revenue. The Accounts tab exists to undo that.
Two views of the same base
- Open SaaS from the menu and stay on the Accounts tab, which is already selected.
- Choose List to see every account in a flat table, with Account, Tier, Motion, ICP fit and Status.
- Choose Hierarchy to see the same base as a tree, with Account, Type and Tier. The indentation is the information: that is where you see that a division belongs to a group.
- Click an account name in the List view to open the Account snapshot just below the table. Clicking again closes it.
The List columns answer different questions. Tier is the commercial classification of the customer. Motion is the way that account is sold to and served. Status says whether the account is a prospect, active, inactive or lost. ICP fit is how closely the account resembles the customers you usually win, calculated from the account profile rather than typed in by hand.
The Account snapshot
The Account snapshot is a consolidated summary, with the date it was calculated written next to it, in Computed at. That is deliberate: without the date, a number always looks current, and a renewal decision made on a snapshot from three weeks ago is a decision made blind.
- MRR: the account's consolidated monthly recurring revenue, in its own currency.
- Pipeline (ARR): the annual recurring revenue impact of everything still open for that account.
- Health: the account's current score, the same one the Health tab breaks down.
- Open tickets: how many support cases are still open, because a backlog of support is the best predictor of a hard conversation at renewal.
- Seats used / purchased: the two numbers side by side, with the utilization percentage.
A worked example
Who sees this and who feeds it
Anyone with access to the SaaS screen sees the accounts of their own organization, and never those of another. Creating and updating accounts, along with recalculating the consolidated snapshot and the ICP fit, happens outside this screen: it reads and does not edit. So if an account you know exists is missing, the way forward is to check with whoever maintains the vertical's data load, not to hunt for a new account button the screen does not have.
Common questions
- The screen says No account registered: the vertical is on, but no accounts have been loaded yet.
- The tree is empty while the list has accounts: the accounts exist with no parent link, so they do not form a hierarchy. The List view is the right one in that case.
- ICP fit shows a dash: the calculation has not run for that account yet. The dash is honest, and it is different from zero.
- The Account snapshot will not open: only the List view opens the snapshot. In the Hierarchy view, clicking does not expand the summary.