Customer Success Settings

The Customer Success settings page (/admin/cs-settings) lets you configure how customer health is calculated, set up product recommendation rules for upsell/cross-sell, and monitor upcoming renewals across all accounts.

Accessing Customer Success Settings

Navigate to Admin > Customer Success in the admin sidebar.

Requires migration 077

Account tiers, QBR cadence, and the tunable churn-signal config ship with migration 077. Run npx ts-node apps/api/src/scripts/run-tenant-migrations.ts to apply.

Account Tiers

Account tiers segment your book into bands that drive QBR cadence, recommended cover, and which workflow templates apply. Configure them under Tiers:

Tier	Typical criteria	QBR cadence
Strategic	Top-25 by MRR or named accounts	Monthly
Enterprise	Above your "enterprise" MRR threshold	Quarterly
Growth	Mid-band MRR	Half-yearly
SMB	Everything else	Annual

Each tier has:

• Name + colour — what shows in the account header and the CS dashboard.
• QBR cadence — monthly / quarterly / half-yearly / annual / off. The QBR engine surfaces "QBR overdue" warnings on the account 360 view when the cadence is exceeded.
• MRR thresholds — auto-assign a tier when an account's MRR enters a band.

CS Workflow Templates

Pre-built workflow templates specifically for CS use cases — dormancy detection, NPS surveys, expansion outreach. Install from Workflows → Templates — they're installed paused so you can review and tune the cadence before activating.

Tab 1: Health Score Configuration

The health score is a weighted composite of 6 factors. This tab lets you control the weight of each factor and set threshold levels.

Configuring Factor Weights

Each factor has a slider from 0 to 100. The total of all weights must equal 100%.

Factor	Default Weight	What It Measures
Payment Health	25%	Invoice payment speed, overdue count
Engagement	20%	Email recency, meeting frequency, login activity
Product Usage	20%	Active user trends, feature adoption, API volume
Support Health	15%	Open tickets, resolution time, escalations
Relationship	10%	Contact depth, champion identified, QBR completed
Contract Status	10%	Renewal proximity, auto-renew, expansion history

warning

If the weights don't add up to 100%, a warning will appear. The system will not save until the total is exactly 100%.

Setting Thresholds

Two threshold values determine the health label:

• Healthy threshold (default: 70) — scores at or above this are labeled "Healthy"
• At Risk threshold (default: 40) — scores below this are labeled "Critical"
• Scores between the two are labeled "At Risk"

Tunable Churn Signals

The churn signals are now individually tunable — each signal has its own weight and threshold so you can match the model to your actual product / business reality without code changes.

Signal	Default trigger
Payment delays	More than 1 invoice paid late in the last 90 days.
Engagement drop	No meaningful engagement in 30 days.
Support escalations	More than 2 high-priority tickets in the last 30 days.
Usage decline	API / active-user metric down N% from rolling baseline.
Champion left	Primary contact's email bounced or contact deactivated.

For each signal, configure:

• Weight — how much it contributes to the composite churn risk (0–100).
• Threshold — what magnitude triggers it (days, count, percent — varies by signal type).
• Enabled — toggle off signals you can't measure reliably for your product.

The churn-risk recompute runs as part of the hourly scoring cron — changes take effect on the next tick.

How Scores Are Calculated

The system runs a scoring cron job every hour that:

1. Evaluates each factor for every account
2. Applies the configured weights
3. Stores the composite score in the customer_scores table
4. Updates churn risk, CLTV, and upsell scores simultaneously

Tab 2: Product Recommendations

Configure rules that determine which products to suggest as upsell/cross-sell opportunities for each account.

Creating a Recommendation Rule

1. Click Add Recommendation.
2. Fill in the configuration:

Field	Description
Product	The product to recommend
Prerequisites	Products the account must already have (multi-select)
Exclusions	Products that disqualify this recommendation (multi-select)
Min/Max Company Size	Employee count range for ideal fit
Industries	Comma-separated list of ideal industries
Base Score	Starting score (0–100) before signals are applied
Active	Toggle to enable/disable this rule

Trigger Signals

Each rule can have multiple trigger signals that boost the recommendation score:

Signal Type	Example Config	Effect
renewal_within_days	90 days, weight +20	Boosts score when renewal is approaching
revenue_growth_percent	10%, weight +15	Boosts when account revenue is growing
usage_metric_above	Active Users > 50, weight +10	Boosts when usage exceeds threshold
subscription_expired	Support Premium, weight +25	Boosts when a related subscription expired

Best Practice

Start with 3–5 recommendation rules for your most common upsell paths. Refine the base scores and signals based on actual conversion data over time.

How Recommendations Appear

On each account's 360 view, the top 3 recommendations are shown with:

• Product name
• Composite score
• Human-readable explanation of why
• A Create Opportunity button for one-click action

Tab 3: Upcoming Renewals

A table showing all subscription renewals across all accounts, sortable and filterable.

Columns

Column	Description
Account	The account name (clickable to navigate)
Product	The subscribed product
MRR	Monthly recurring revenue for this subscription
Renewal Date	When the renewal is due
Days Left	Color-coded: red (under 30 or overdue), amber (under 90), green (over 90)
Auto-Renew	Whether auto-renewal is enabled
Owner	The account owner

Filtering

Use the Days dropdown to filter by timeframe: 30, 60, 90, or 180 days.

note

This view is especially useful for quarterly business reviews and renewal pipeline planning. Export the data for reports using the standard table export features.

What's Next

• Customer 360 View — how users interact with health scores and upsell suggestions
• Subscriptions & Renewals — managing subscriptions at the account level
• Pipelines & Stages — configuring sales pipelines