Introducing Customer Success Analytics

Available from: v1.0.89

Customer Success Analytics gives your team the data and automation needed to proactively manage customer relationships, identify growth opportunities, and reduce churn — without leaving the platform.

Overview

The Customer Success Analytics module combines real-time usage tracking, health scoring, and intelligent alerting into a single workflow-integrated experience. It is designed for customer success managers, account teams, and operations leaders who need a reliable, data-driven view of their customer base.

Key Features

Customer Health Scores

Every customer account receives an automatically computed health score derived from a configurable set of signals:

Product usage activity — frequency, depth, and breadth of platform engagement
User adoption — proportion of licensed seats actively using the product
Engagement indicators — support interactions, training completions, and check-in history
Contract signals — days to renewal, outstanding invoices, and contract tier

Scores are updated continuously and displayed at the account level, giving your team an at-a-glance status for every customer.

Usage Pattern Tracking

Drill into the specific ways each customer uses the platform:

Session frequency and duration trends over time
Feature-level adoption rates across an account
Active vs. dormant user identification within a customer organisation
Comparative benchmarks against similar customer segments

Success Metrics Dashboard

A centralised dashboard brings together the most important customer success KPIs:

Metric	Description
Health Score	Composite score reflecting overall account health
Adoption Rate	Percentage of features or seats actively in use
Time-to-Value	Days from onboarding to first meaningful engagement
Renewal Risk	Predictive indicator based on health trend and contract proximity
Expansion Signal	Score reflecting likelihood of upsell or expansion

Expansion Opportunity Identification

The platform automatically surfaces accounts that show strong growth signals:

High and rising health scores
Increased usage breadth approaching capacity limits
High engagement from multiple stakeholders within a customer organisation

These accounts are flagged in the dashboard and can trigger automated outreach workflows.

Churn Prevention Alerts

Configurable alerts notify the right people when a customer is at risk:

Set health score thresholds that trigger alerts when crossed
Define alert severity levels (e.g. warning, critical)
Route alerts to individual team members, Slack channels, or external webhooks
Review alert history and resolution status from the dashboard

Automated Customer Success Workflows

Build rule-based workflows that act on customer health events without manual intervention:

Trigger types: health score change, usage milestone reached, alert fired, renewal date approaching
Actions available: send notification, assign task to CSM, create follow-up reminder, escalate to manager, trigger external webhook
Conditions: filter by account tier, region, product line, or any custom attribute

Workflows reduce manual overhead for common touchpoints such as:

Onboarding check-ins at defined milestones
Re-engagement nudges for low-activity accounts
Renewal preparation tasks when a contract enters its notice window
Escalation paths when a health score drops to critical levels

Getting Started

Enable the module — Customer Success Analytics is available to all accounts on supported tiers. Navigate to Settings → Modules and enable Customer Success Analytics.
Configure health score signals — Go to Customer Success → Settings → Health Score and select which signals to include and their relative weights.
Set alert thresholds — Under Customer Success → Alerts, define the score thresholds that should trigger notifications and assign routing rules.
Build your first workflow — Open Customer Success → Workflows → New Workflow and choose a trigger event to get started.
Review the dashboard — Your Customer Success Dashboard will begin populating with health scores and metrics as usage data is collected.

Permissions

Role	Access Level
Customer Success Manager	Full read/write access to all accounts assigned to them
Account Executive	Read access to assigned accounts; can view expansion signals
Admin	Full access to all accounts, settings, and workflow configuration
Read-Only	View dashboard and metrics; no workflow or alert management

Notes

Health scores are calculated continuously and may take up to 15 minutes to reflect the latest activity.
Historical usage data is retained for 24 months by default. Retention settings can be adjusted by an admin under Settings → Data Retention.
Automated workflows run in the background and log all actions to the Workflow Audit Log for review.