Customer Success

After the deal

Winning a customer is the start. Customer Success, planned for Year 2 (Wave 3), gives CSMs a structured way to onboard, monitor, renew and expand accounts on the same records CRM uses.

Customer 360

The account view on the organisation record shows deals, quotes, invoices and payment status, open tickets and SLA breaches, product usage, contacts and roles, health trend and renewals in one place.

Health scores from real signals

The health score is a weighted, configurable set of components: ticket volume and severity, SLA breaches, invoice overdue days, usage trend, NPS and CSAT, engagement recency and champion change. Scores fall into bands with history. Product usage can be ingested through the API, Data Fabric or CSV with account mapping and a freshness target. Churn prediction, trained on the tenant's own history with consent and evaluated before use, is planned for Waves 3–4. Below a data-quality threshold, no prediction is shown.

Playbooks and onboarding

Onboarding plans are created from templates when a deal is won, with customer-facing milestones. Playbooks trigger on a health band change, renewal window, usage drop or champion leaving, and their steps are Actions: tasks, emails, WhatsApp messages, meeting bookings and executive sponsor alerts. Red accounts above a value threshold get a risk escalation with an account review.

Renewals and expansion

Renewal records are created automatically from subscription or contract end dates in Billing and contracts, N days before, as renewal deals in a renewal pipeline with an amount forecast. Renewal quotes use uplift rules through Sales & CPQ. Expansion signals, such as seats near plan limits or new departments engaging, become expansion deal proposals. AI drafts QBR decks from goals, usage, tickets and value delivered for human review before sharing. Churn and downgrade reasons are captured in a structured way.