Subscriptions & Renewals
The Subscriptions system links products to accounts, tracks billing and renewal dates, calculates MRR/ARR, and monitors product usage through external data sources.
How Subscriptions Work
A subscription represents a product or service that an account is currently paying for (or has paid for). Each subscription tracks:
| Field | Description |
|---|---|
| Product | The product from your product catalog |
| Status | Active, Trial, Expired, Cancelled |
| Billing Frequency | Monthly, Quarterly, Annually |
| Quantity | Number of seats or units |
| Unit Price | Price per unit per billing period |
| Discount % | Applied discount percentage |
| MRR | Auto-calculated Monthly Recurring Revenue |
| Start Date | When the subscription began |
| End Date | When the subscription expires |
| Renewal Date | When renewal conversation should start |
| Auto-Renew | Whether the subscription auto-renews |
Auto-Creation from Won Opportunities
When an opportunity is closed as won, the system automatically creates subscriptions for all line items (products) on that opportunity. The subscription inherits:
- Product, quantity, and unit price from the opportunity line items
- Start date = opportunity close date
- Status = Active
This means your sales team doesn't need to manually set up subscriptions after closing a deal. The handoff from sales to customer success happens automatically.
Adding Subscriptions Manually
For existing accounts that you're onboarding into the CRM:
- Navigate to the account's Subscriptions tab.
- Click Add Subscription.
- Search and select a product.
- Set the billing details: frequency, quantity, unit price, discount.
- Set dates: start date, end date, renewal date.
- Toggle auto-renew if applicable.
- Click Save.
Renewal Tracking
Renewal dates are color-coded for urgency:
| Color | Meaning |
|---|---|
| Red | Overdue — renewal date has passed |
| Amber | Urgent — renewal within 30 days |
| Yellow | Upcoming — renewal within 90 days |
| Green | OK — renewal is more than 90 days away |
Expired or overdue subscriptions contribute to the account's churn risk score. Keep renewal dates up to date to ensure accurate health scoring.
Upcoming Renewals Dashboard
Your admin can view all upcoming renewals across all accounts from Admin > Customer Success > Upcoming Renewals. This table is filterable by 30, 60, 90, or 180 days.
MRR & ARR Calculations
- MRR (Monthly Recurring Revenue) =
quantity x unit_price x (1 - discount/100), normalized to monthly - ARR (Annual Recurring Revenue) =
MRR x 12 - These are calculated per subscription and summed at the account level
- Only Active subscriptions count toward MRR/ARR
Usage Tracking
Each subscription can optionally track product usage from external systems. There are three data source types:
Pull API
The system periodically fetches usage data from an external API endpoint:
- URL — the API endpoint to call
- Method — GET or POST
- Headers — authentication tokens, API keys
- Poll Interval — how often to fetch (hourly, daily, weekly)
- Metric Mappings — map JSON response paths to metric names (e.g.,
$.data.activeUsers→ "Active Users")
Push Webhook
The external system sends usage data to HiperTeam CRM:
- A unique webhook URL is generated per account+product
- The external system POSTs usage data to this URL
- Data is ingested automatically
Manual Entry
For products without API access:
- Usage metrics are entered manually by team members
- Useful during onboarding or for products without APIs
Usage Insights
Once configured, usage data appears in the Overview tab as sparkline trends:
| Metric | Current | Previous | Trend |
|---|---|---|---|
| Active Users | 34 | 28 | +21% |
| API Calls | 15,252 | 12,400 | +23% |
| Storage Used | 2.4 GB | 2.1 GB | +14% |
Usage trends feed into the health score (Product Usage factor) and upsell suggestions.
What's Next
- Customer 360 View — health scores, churn risk, and the full 360 overview
- Account Detail Page — all tabs including Subscriptions
- Products Overview — managing your product catalog