# Success

URL: /systems/success · Id: `system:success`

> Success moves each Customer to value and keeps them: onboarding checklists, health scores, renewals, saves and win-backs.

Success moves each [Customer](/business/nouns/customer) to value and keeps them there: onboarding checklists, health scores, renewals, saves and win-backs. Health reads usage [Events](/business/nouns/event), 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`](/business/events/Customer.activated). |
| Built from | [Workflows](/code/platform/workflows), [Event streams](/code/platform/event-streams), [Email delivery](/systems/communications/email) |

## Nouns it owns
| Noun | Definition |
| --- | --- |
| [Renewal](/business/nouns/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](/business/nouns/renewal/open) | [Renewal](/business/nouns/renewal) | None | [`Renewal.opened`](/business/events/Renewal.opened) |
| [Subscription.renew](/business/nouns/subscription/renew) | [Subscription](/business/nouns/subscription) | None | [`Subscription.renewed`](/business/events/Subscription.renewed) |

## Events
| Direction | Event | How |
| --- | --- | --- |
| Emits | [`Renewal.opened`](/business/events/Renewal.opened) | By [Renewal.open](/business/nouns/renewal/open) |
| Emits | [`Subscription.renewed`](/business/events/Subscription.renewed) | By [Subscription.renew](/business/nouns/subscription/renew) |

## States
None.

## Who operates it
| Part | This System |
| --- | --- |
| Accountable | [Success Manager](/agents/customer/success-manager) |
| Team | [Customer Team](/agents/customer) |
| Seat | A role agent holds it until a Human is seated. |
| Autonomy | `supervised` |
| Also calls its Verbs | [Billing Specialist](/agents/finance/billing-specialist) |

## Approvals and limits
None.

## Processes that use it
| Process | How it uses it |
| --- | --- |
| [Billing](/workflows/processes/billing) | A step calls [Renewal.open](/business/nouns/renewal/open) |
| [Trials and plan changes](/workflows/processes/plan-changes) | A step calls [Renewal.open](/business/nouns/renewal/open) |

## Rail underneath
None.

## Views and dashboards
| View | Shows | Metrics |
| --- | --- | --- |
| Renewals | Renewals due, with each Customer’s health. | [Customer health](/agents/customer#customer-health), [Save rate](/agents/customer#save-rate), [Expansion revenue](/agents/customer#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:

- [Log completeness](/systems/trust-and-governance/controls/log-completeness)
- [Append-only records](/systems/trust-and-governance/controls/append-only-records)
- [Action completion](/systems/trust-and-governance/controls/action-completion)

## Related Systems
- [Support](/systems/support)
- [Billing](/systems/billing)
- [Surveys](/systems/surveys)

## Example
A [SaaS](/products/templates/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](/agents/customer/success-manager) [Agent](/business/nouns/agent) finds a front-desk hire who was never invited and sends the invite with a two-minute walkthrough. Usage recovers within the week.