You get
Which product gaps touch your renewal accounts this quarter, with the evidence to quote.
You give back
Themes from customer surveys, calls, interviews, and tickets, with the quotes behind them.
For Customer Success teams
See which customers may leave, and why, while there is still time to act
Read each account’s churn risk with its reasons, what the customer keeps raising, and what changed, then walk into the renewal with a QBR built from that account’s own data.
The handoffs this closes
What Customer Success gets from the other three teams, and gives back
You get
Retention plays on the rival’s battlecard, for a renewal the rival is courting.
You give back
The review score trend and what customers say, on the Customers board both teams read.
You get
The buying committee and the account’s CRM history before the renewal call.
You give back
Saved QBRs whose plays account executives lift into the expansion proposal.
Customer Success
Work the accounts that need you first, with a play for each
57 capabilities for this role · See them all
Work the account most likely to leave first
Customer success manager
Usage is falling at one account, and three angry tickets have come in.
- Open Needs attention in Account 360.
- Read the churn read, 74, and the reasons behind it.
- Book the sponsor call and act on a retention play.
Send the QBR the day before the meeting
Customer success manager
Contoso’s quarterly business review is next week.
- Choose Generate QBR on the account’s Overview.
- Read the score, churn read, customer themes, and plays.
- Open it in Documents, edit, and send the PDF.
See where NPS is slipping, by segment
Customer success lead
The onboarding NPS survey has closed for the quarter.
- Open the survey’s Results in Engagement › Surveys.
- Split by segment: enterprise detractors are double those in SMB.
- Add a kickoff call for every enterprise account.
Also for Customer Success
More of what customer success managers use
- Customer Feedback ThemesGroups what your own customers tell you in surveys, calls, interviews, and tickets into themes with quotes.
- Account News and SignalsShows news and detected signals for one account on its Pulse tab, filtered by category, each with its source.
- Account Products in UseLists the software an account runs, found from detected technologies and its employees’ own reviews.
- Account Review AnalyticsAnalyzes the public reviews an account’s employees write about the software they use, by score, source, and role.
- AI Practice Interview RoomRehearse a hard renewal conversation with an AI buyer, by voice or text, before the real one.
- 360 Record Export and SharingExports an Account 360 as a branded deck or PDF, or shares it by a public link.
The evidence behind every account
- reviews, including what an account’s own staff write
- 2.5 million
- About; production estimate, 30 Oct 2026
- catalog companies behind account profiles
- 1.4 million
- About; production estimate, 30 Oct 2026
- news articles behind each account’s Pulse
- 70,000
- About; production estimate, 30 Oct 2026
Supporting role
Finance sets the renewal forecast from the same churn reads
- See churn risk per account before you set the renewal forecast.Each account’s churn read with the reasons behind it.Accounts › Account 360
See churn coming while there is still time to act
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