Customer Success Module

The Customer Success module tracks your customer accounts: how much each one is worth, how healthy it is and when it renews. It helps you notice an account at risk before the customer leaves.

Open the module

The Modules group in the sidebar shows a page for each of your work roles. To pick your roles, click your name at the bottom of the sidebar and choose My work roles. Pick up to 3 roles, then click Save changes in the bar at the bottom. You can also find this page in Workspace Settings → Your work roles. Roles belong to one workspace, so you can pick different roles in each workspace.

You can open any module, even one that is not your role, from Modules → All Modules. If you don't see Modules in the sidebar, the workspace owner has turned off Role Modules in Workspace Settings → Features.

The dashboard

The top of the page has six numbers:

• Total accounts.
• At risk and Healthy — accounts with that status.
• Total ARR — the yearly revenue of all accounts added up.
• Avg health score — the average health score, out of 100.
• Renewals this month — accounts whose renewal date is this month.

Two charts follow: By status, and CS hours (14 days), which shows your work logs tagged Customer Success. Under them, Accounts has a card for each account with its status, health score bar, ARR, CSM and renewal date.

Add an account

1. Click Add Account at the top right of the page.
2. Type the Account name. It is the only required field. You can also add the Industry.
3. Pick a Status: New, Healthy, At Risk, Expanding or Churned. Then add the ARR ($), the Health score (0–100), the Renewal date, the CSM name (the person who looks after the account) and any Notes.
4. Click Create.

Change or remove an account

Click Edit on an account to change it, then click Update. Click Delete to remove it.

Tips

• Review your accounts once a week and update the status and health score.
• When you move an account to At Risk, write the reason in Notes, so anyone who reads the account later knows why.
• When an account buys more, set the status to Expanding and update its ARR ($).
• Ask AI at the top of the page opens Ask AI in Customer Success mode, so its answers focus on customer success work.