Success
Success moves each Customer to value and keeps them: onboarding checklists, health scores, renewals, saves and win-backs.
Success moves each Customer to value and keeps them there: onboarding checklists, health scores, renewals, saves and win-backs. Health reads usage Events, so a quiet account shows up before it cancels.
Summary
| Part | This System |
|---|---|
| Group | Support |
| Status | Beta: it works, and its Verbs may still change |
| Shelf | Wakes: offered once its Event fires |
You can ask:
- “Which customers might cancel?”
- “Who renews this month?”
- “Save this customer before they cancel”
- “Get new customers to their first win”
What you get
| Part | This System |
|---|---|
| Starts | On for every Startup at creation, with nothing to install. |
| Wakes | On Customer.activated. |
| Built from | Workflows, Event streams, Email delivery |
Nouns it owns
| Noun | Definition |
|---|---|
| Renewal | A Renewal is the Deal for a term Subscription’s next term, opened before the term ends and closed renewed, expanded, contracted, or churned. |
Verbs
| Verb | Object | Approval | Event |
|---|---|---|---|
| Renewal.open | Renewal | None | Renewal.opened |
| Subscription.renew | Subscription | None | Subscription.renewed |
Events
| Direction | Event | How |
|---|---|---|
| Emits | Renewal.opened | By Renewal.open |
| Emits | Subscription.renewed | By Subscription.renew |
States
None.
Who operates it
| Part | This System |
|---|---|
| Accountable | Success Manager |
| Team | Customer Team |
| Seat | A role agent holds it until a Human is seated. |
| Autonomy | supervised |
| Also calls its Verbs | Billing Specialist |
Approvals and limits
None.
Processes that use it
| Process | How it uses it |
|---|---|
| Billing | A step calls Renewal.open |
| Trials and plan changes | A step calls Renewal.open |
Rail underneath
None.
Views and dashboards
| View | Shows | Metrics |
|---|---|---|
| Renewals | Renewals due, with each Customer’s health. | Customer health, Save rate, Expansion revenue |
Access
What each Access level may call here.
| Access level | May call |
|---|---|
owner | Every Verb (7) |
admin | Every Verb (7) |
member | Every Verb (7) |
viewer | Read only (2 of 7) |
Import and export
None.
Fees and pricing
None.
Availability and limits
| Part | This System |
|---|---|
| Status | Beta: it works, and its Verbs may still change |
Compliance notes
Controls it carries:
Related Systems
Example
A SaaS for clinic intake forms sees a 12-seat clinic fall from 300 submissions a week to 40, and Success marks the account at risk. The Success Manager Agent finds a front-desk hire who was never invited and sends the invite with a two-minute walkthrough. Usage recovers within the week.