Good morning, Elena
68 accounts need a look and 214 are steady.
Your book is telling you something this morning.
68 accounts need a look and 214 are steady. Usage moves weeks before a renewal conversation does, which is why it leads here.
Usage trend
Weekly loginsTwelve weeks. A book that is quietly logging in less is a book that renews worse.
Health mix
380 accountsBands come from your health model, which you can change without us.
Needs attention now
4 of 58Recent accounts
Team tasks
Northwind Trading
One account, every signal behind its score, and what is being done about it.
Health fell nineteen points over two quarters. Logins held up while depth of use collapsed, which is the pattern that precedes a non-renewal rather than a complaint.
Health factor breakdown
Weakest signal: growth trendScored out of thirty against your own weights. Logins are fine, which is exactly why a login-only health score would have missed this.
Contacts
No exec sponsorUsage and adoption trend
Weekly active seatsTwelve months. The fall starts a full quarter before anyone raised a ticket.
Open tasks
7 openOnboarding, closed March 2023
3 of 4Recent activity
Book of business
Every account you own, filtered the way the work actually arrives.
All accounts
380 accounts| Account | Segment | Stage | ARR | Renewal | Health | |
|---|---|---|---|---|---|---|
| Northwind Trading | Enterprise | At risk | $460k | past due | At risk | |
| Halden Group | Enterprise | Renewal | $396k | in 16d | At risk | |
| Kelso Logistics | Enterprise | Adoption | $340k | in 65d | At risk | |
| Bracken Retail | Mid-market | Renewal | $188k | in 21d | Watch | |
| Cardan Systems | Mid-market | Adoption | $99k | in 107d | Watch | |
| Trellis Health | Mid-market | Growth | $84k | in 247d | Healthy | |
| Marlow Foods | SMB | Onboarding | $36k | in 290d | Healthy | |
| Ashby Media | SMB | Engaged | $31k | in 22d | Healthy | |
| Selby Foods | Startup | New | $15k | in 331d | Healthy |
Renewals
Renewal and expansion pipeline, weighted by probability.
Upcoming
178 · $11.0MNegotiating
38 · $2.1MCommitted
12 · $1.0MClosed won
67 · $3.8MClosed lost
18 · $1.7MForecast by window
CumulativeWeighted by probability, not by hope. The 30-day number is the one to defend.
Automation
Rules, and a log of what they actually did.
Login drop alert
Active- Create an urgent task for the owning CSM
- Notify that CSM in the app
Fired 5 times in the last 30 days · cooldown 48 hours per account
Health crosses into at risk
Active- Email the owning CSM
- Open an at-risk investigation task
- Add the account to the manager review list
Fired 9 times in the last 30 days · cooldown 48 hours per account
Renewal 90-day reminder
Active- Create a renewal preparation task
- Attach the last QBR to it
Fired 4 times in the last 30 days · cooldown 72 hours per account
Champion sentiment turns negative
Active- Notify the CS manager
- Flag the account on the risk list
Fired 5 times in the last 30 days · cooldown 12 hours per account
Onboarding milestone overdue
Paused- Create a follow-up task for the CSM
Would have fired 10 times in the last 30 days · cooldown 72 hours
Execution log, last 24 hours
Reports
The standard set. Every one of them is a question somebody asks monthly.
Health mix
380 accountsChurn trend
Accounts lost per monthFour last month. Two of them never completed onboarding.
Renewal pipeline forecast
Cumulative by windowAdoption by segment
Mean health scoreStartups score lowest and churn most. That is a pricing question, not a CS one.
Task completion
This quarterWorkload by CSM
Accounts ownedSixty-one accounts is a queue, not a book.
Lifecycle stage funnel
380 accountsAdoption is where accounts stall. It is also the stage with the fewest playbooks.
Notifications
What your rules raised, and what was sent on your behalf.
Alert centre
3 unreadIntegrations
Where the signals come from, and what happens without them.
Connect your stack
3 of 6What breaks without them
- No product analytics means usage weight falls back to zero
- No billing means contract value is entered by hand
- No support desk means sentiment is a manual field
- The health model keeps working, on fewer signals
Sync status
Health model
What health means here, and what changing it would do.
Health model configuration
Weights total 100%Live impact preview
Before you applyTwelve accounts would move up a band and five would move down. Nobody is told until you apply it.
Band thresholds
Halvorsen Group
One account, its score, and what the score misses.
Halvorsen Group
Scored green because logins are steady and no tickets are open. Both of the people who asked for this product have left, and the one who inherited it has never signed in.
What the score counts
What it does not count
Contacts
Onboard an account
What success will mean, and who decides it.
The account
Who has to be named
What success means here
Written down in the customer own words at onboarding, because at renewal the person who said it has often gone and this is the only record that they wanted it at all.
Quarterly review
What was agreed, what happened, and what is next.
The last review was with a sponsor who has since left. Nothing agreed in it has an owner on the customer side any more.
Commitments
3 have no owner| Agreed in January | Owner then | Status | Owner now | Verdict |
|---|---|---|---|---|
| Roll out to the second division | Ines Halvorsen | Not started | Nobody | Dead |
| Adopt the reporting module | Rune Aalto | Trial only | Nobody | Dead |
| Quarterly usage review | Fenna Dijkstra | Not held since | Fenna Dijkstra | Ours |
| Integrate with their finance system | Their IT | Complete | Their IT | Done |
A review held with one person and never repeated is a relationship with one person. The right next step is not a review, it is meeting the budget holder for the first time.
Usage
What is actually being used, and by whom.
By module
4 of 9 adopted| Module | Licensed | Weekly users | Adoption | Trend | Note |
|---|---|---|---|---|---|
| Core records | 240 | 188 | 78% | Flat | The reason they bought it |
| Reporting | 240 | 11 | 5% | Falling | Trialled, never rolled out |
| Approvals | 240 | 96 | 40% | Rising | Spreading on its own |
| Integrations | 240 | 4 | 2% | Flat | IT only |
| Analytics | 240 | 0 | 0% | Never used | Included in the plan |
Fifty-two seats have never been used and are billed monthly. Raising it before the customer notices costs some revenue and buys the renewal; waiting until they notice costs both.
Renewal risk
What is up for renewal and what the score is not telling you.
Next 90 days
$412k green with no sponsor| Account | Value | Renews | Score | Sponsor | Real risk |
|---|---|---|---|---|---|
| Halvorsen Group | $96,000 | 47 days | 82 green | None, both left | High |
| Marchetti Trust | $184,000 | 62 days | 41 red | Named, engaged | Medium |
| Ostervall Retail | $142,000 | 31 days | 76 green | None | High |
| Nordvik Foods | $68,000 | 88 days | 88 green | Named, engaged | Low |
| Calderon Group | $212,000 | 74 days | 68 amber | Named, new | Medium |
A red account with an engaged sponsor is a problem being worked on. A green one with nobody senior is a surprise waiting for a date. Ranking by score alone gets that exactly backwards.
Reports: activity
Volume and throughput, by owner and by segment.
By success manager
This quarter| Success manager | Open | Closed | Median days | Overdue |
|---|---|---|---|---|
| Fenna Dijkstra | 62 | $2.4m | 84 | 4 |
| Marek Sobol | 58 | $2.1m | 78 | 6 |
| Iona Ferris | 54 | $1.8m | 81 | 5 |
| Petra Nagy | 49 | $1.6m | 72 | 9 |
| Unassigned | 11 | $0.5m | - | 11 |
Volume over time
12 weeksWeekly active users on the largest account. Perfectly flat, which the score reads as stability and which is also what a product nobody is expanding looks like.
By segment
This quarterReports: performance
Against target, with the gap named.
Against target by segment
100 is the targetA red account with an engaged sponsor renews more often than a green one without. Every health model here scores the first as the problem.
What moved
Rule-derivedReports: exceptions
What breached, what is late and what nobody owns.
Exceptions
11 open| Account | Value | Score says | Actually | Renews |
|---|---|---|---|---|
| Halvorsen Group | $96,000 | 82 green | No sponsor since April | 47 days |
| Ostervall Retail | $142,000 | 76 green | No sponsor, no review in 11 months | 31 days |
| Bergqvist Holdings | $88,000 | 79 green | Champion left, 52 seats unused | 104 days |
| Marchetti Trust | $184,000 | 41 red | Sponsor engaged, working the issue | 62 days |
| Larsen Foods | $62,000 | 84 green | Never onboarded, no owner | 88 days |
Every green account here is green for the same reason: the product works and nobody senior cares. Usage measures whether it works. Nothing in the model measures whether anybody would fight to keep it.
People
Who has an account, and what they own.
People
22 accounts| Name | Role | Segment | Last active | Status |
|---|---|---|---|---|
| Rebecca Ionescu | Administrator | Customer success | 5 minutes ago | Active |
| Fenna Dijkstra | Success manager | Enterprise | 22 minutes ago | Active |
| Marek Sobol | Success manager | Mid market | 1 hour ago | Active |
| Iona Ferris | Success manager | Enterprise | 2 hours ago | Active |
| Petra Nagy | Success manager | Small business | Yesterday | Active |
| Osian Pryce | Renewals | Commercial | 40 minutes ago | Active |
Roles
What each role is scoped to and what it may approve.
Recent changes
Why custom roles exist
- A success manager can override the model on their own accounts and must say why
- An override without a reason is rejected, because the reason is the useful part
- Renewals can see every account but cannot change a score
- Nobody can delete a quarterly review record, only add the next one
Roles
5 roles| Role | Type | People | Scope | Can approve to | Status |
|---|---|---|---|---|---|
| Administrator | Built in | 1 | Everything | No limit | Active |
| Success lead | Built in | 2 | All accounts | Overrides scores | Active |
| Success manager | Built in | 12 | Own portfolio | Overrides own scores | Active |
| Renewals | Built in | 4 | Renewing accounts | Quotes and closes | Active |
| Read only | Custom | 3 | Read all | - | Active |
Permissions
Every capability against every role, as enforced.
What each role can do
10 capabilities| Capability | Administrator | Success lead | Success manager | Renewals | Read only |
|---|---|---|---|---|---|
| View accounts | Yes | Yes | Own | Renewing | Yes |
| Onboard an account | Yes | Yes | Yes | No | No |
| Edit contacts and sponsor | Yes | Yes | Own | Yes | No |
| Record a quarterly review | Yes | Yes | Own | No | No |
| Override a health score | Yes | Yes | Own | No | No |
| Override without a reason | No | No | No | No | No |
| Change the health model | Yes | Yes | No | No | No |
| Quote a renewal | Yes | Yes | No | Yes | No |
| Delete a review record | No | No | No | No | No |
| Read the audit log | Yes | Yes | Own | Yes | Yes |
An override needs a written reason from anybody, administrator included. The reasons are the training data for the next version of the model, and an override with no reason teaches it nothing.
Import and export
Bulk load and extract, with per-row validation.
Import
Validated before anything is written. A file with one bad row imports the rest and tells you which line failed and why.
Export
Recent imports and exports
Last 30 days| When | What | Rows | Result | By |
|---|---|---|---|---|
| 3 Sep 08:20 | Import | 284 | Complete | Rebecca Ionescu |
| 1 Sep 18:00 | Export | 284 | Complete | Osian Pryce |
| 21 Aug 11:00 | Import | 412 | 398 loaded, 14 unmatched | Rebecca Ionescu |
Onboarding
The first ninety days, and what they predict.
Current cohort
9 stalled| Account | Day | Stage | Sponsor met | First value | Status |
|---|---|---|---|---|---|
| Larsen Foods | 88 | Kick-off | No | Not reached | Stalled |
| Ferreira Group | 62 | Rollout | Yes | Day 41 | On track |
| Bergqvist Holdings | 44 | Configuration | No | Not reached | At risk |
| Nordvik Foods | 31 | Rollout | Yes | Day 22 | On track |
| Calderon Group | 12 | Kick-off | Yes | - | On track |
What day 90 predicts
Why accounts stall
Escalation
One account in trouble, and what is being done about it.
Marchetti Trust, migration overrun
Scored 41 and red. The sponsor raised it herself, is in every call, and wants a plan rather than an apology. That combination is why this is the least worrying account on the renewal list.
What went wrong
The plan
An escalation is a customer choosing to tell you instead of leaving. This account is red and will probably renew; the green ones with nobody senior are the ones to worry about.