Customer Success cockpit: health, stage, adoption and renewals
The Customer success screen gathers your portfolio of customer accounts with a health score, a lifecycle stage (new, onboarding, adoption, healthy, at risk and churn), an adoption level, MRR, the CSM in charge and the renewals coming up in the next 90 days, with filters that let you act on what matters.
The Customer success screen (side menu) is the Customer Success cockpit: it shows, in one place, every account marked as Customer (companies with Company type = Customer) and the signals that tell you where to act. It is currency neutral: it uses your organization's currency and respects permissions (you only see the accounts in your own workspace).
The indicators at the top
- Customer accounts and the portfolio's total MRR.
- At risk: accounts with red health or a renewal at risk (and how many are already in churn).
- Renewals in 90d: how many accounts renew in the next 90 days and the MRR involved.
- Low adoption: accounts with no usage (no activity logged) for more than 45 days.
- Onboarding: implementations in progress.
Lifecycle stage
Every account is automatically classified into a post-sales stage, computed at read time from health, activity recency, onboarding progress and renewal status:
- New: a recently created account (up to 30 days) with no onboarding on record yet.
- Onboarding: there is an open onboarding (not completed).
- Adoption: the account went live but uses the product little (low adoption) without being at critical risk.
- Healthy: usage and health are in good shape.
- At risk: red health or a renewal at risk.
- Churn: a company marked as churned, or a renewal set to "do not renew".
Adoption
The adoption level (high/medium/low) comes from activity recency on the account, the same signal behind the low adoption alert. Up to 21 days without activity: high; up to 45 days: medium; beyond 45 days: low. An account that went live but logs no activity shows up as low.
Filters
- All: the complete portfolio.
- At risk: accounts at risk or in churn.
- Renewal in 90 days: accounts renewing this quarter.
- Low adoption: accounts to re-engage.
- Onboarding: implementations in progress.
Book of business by CSM
On the Customer success screen, the "Book of business (by CSM)" section shows, for each CSM, how many accounts they cover (capacity), the total MRR, how many are at risk, the renewals in the next 90 days and the average health of their portfolio. It is there to balance load and set priorities.
CS panels on the account (company)
When you open a customer company, alongside health you get dedicated Customer Success panels:
- Customer Success: the CSM and Account Manager in charge, criticality, CS stage, contract values (ACV/TCV) and the start, go-live and renewal dates. Changing the stage is recorded in the history (who changed it and when).
- Success plan: business objectives, the expected outcome, value promised against value delivered, measurable goals (with a metric and a status) and use cases (contracted/implemented/pending).
- Health trend: a small chart of how the account's health score has evolved (the series builds up from the moment you turn the module on).
- Adoption: activation rate, active users, features used and usage events (when product telemetry is connected).
- Churn risk: log a risk by category (low adoption, support, payment, no sponsor, competitor, price, no value), with a mitigation plan (actions with an owner and a due date) and a cycle (open → accepted → resolved → materialized).
- Renewals: the account's renewal pipeline (stage, type, amount, probability) and the "Create expansion (to sales)" button, which opens an expansion opportunity for the sales team.
- QBRs: log the QBRs you held (date, attendees, agenda items with their outcome, minutes, a score and the next date). The "From recommended agenda" button creates a QBR already prefilled with the agenda the AI suggests.
Onboarding with templates
On a customer's onboarding, you can apply an onboarding template (a checklist model by product, segment or size) in one click: it generates the tasks with relative due dates. The templates are managed on the Customer success screen itself.
Renewal automation
The system notifies the CSM automatically when an account is approaching its renewal (120, 90, 60 and 30 days out), with nothing for you to track by hand.