🎯 Churn Risk Analyzer
Input account signals and get an AI-powered retention score with actionable CS recommendations.
Customer Profile
Usage & Engagement
5
50%
Context
Risk Score
📊
Fill in details and run analysis
Analyzing...
✉ CS Email Drafts
Generate professional CS emails from bullet points. Pick a template, add context, get a ready-to-send draft.
Email Type
Context
Email Output
Generating...
Select email type and fill in context to generate a draft.
📊 Customer Retention Scorecard
Score key health dimensions and generate a structured account health summary with priorities and renewal outlook.
Account Details
Dimension Scores (1=Poor, 10=Excellent)
6
5
7
8
6
5
Health Summary
Generating scorecard...
Score the dimensions to generate a retention scorecard.
📨 Bulk Email / Group Send
Send personalised emails to a segment of accounts at once. AI customises each email per account — no generic blasts.
1. SELECT SEGMENT
2. EMAIL TYPE
3. TONE
📨
Configure and generate emails
Select a segment and email type, then click Generate Emails. AI will personalise each email based on account data.
📅 Meeting Prep Assistant
Enter customer context and get structured talking points, risk flags, strategic questions, and next steps.
Meeting Context
Meeting Brief
Preparing your brief...
Fill in meeting context to generate talking points and questions.
🎫 Support Ticket Summarizer
Paste ticket threads and get a concise summary with sentiment, priority rating, and recommended CS action.
Ticket Input
Analysis Output
Analyzing tickets...
Paste ticket content to get a summary, sentiment, and priority.
🎫 Support Desk
Raise and track support tickets with SuccessMetrix.
🚀 Onboarding Playbook Generator
Enter a new customer's profile and get a tailored onboarding playbook with phased milestones, tasks, and success criteria.
Customer Profile
Onboarding Playbook
Building playbook...
Fill in customer profile to generate a tailored playbook.
📊 Implementation Dashboard
Live view of every account in onboarding — stage distribution, delays against target, and ownership across PMs and SCs.
🧭 Stage Tracker
Create and track new implementation accounts through onboarding stages. Accounts enter the CS portfolio once a CSM is assigned and stage reaches CSM Owned. Stage changes are audit-logged. PM controls stages; SC has view-only access.
🧠 CS Knowledge Base Q&A
Upload your SOPs, playbooks, or CS documents, then ask questions and get answers grounded in your own content.
Upload Documents
📄
Drop files or click to upload
.txt, .md, .csv, .docx, .pdf
Or Paste Content
Knowledge Base Status
No documents loaded yet.
Ask a Question
Searching knowledge base...
Answers grounded in your uploaded documents.
📉 Churn Analysis
Post-loss analysis — understand why accounts churned, identify patterns, and prevent future losses.
Filter:
Churn Trend — Quarter by Quarter
Churn Reasons
Lost ACV by CSM
Churn by Industry
Pre-Churn Warning Signals
Churned Accounts
📤 Bulk Account Upload
Upload a CSV or Excel file to analyze all accounts at once. Claude processes each one automatically.
Templates:
📁
Drop file here or click to browse
CSV and Excel · Max 500 accounts
.csv.xlsx.xls
✨ Retention Score Configuration
Configure how each signal contributes to the retention score. Must total 100%. Applied to every analysis.
Presets:
Total Weight100%
✓ Saved!
Custom Risk Factors
Define what triggers HIGH or MEDIUM risk. Applied when you Run Analysis on any account.
CRITICAL triggers (any one = HIGH)
MEDIUM RISK triggers (not HIGH + any one = MEDIUM)
📋 Account Comparison
All analyzed accounts in one place - from single analysis or bulk upload.
No accounts yet. Analyze an account or run a bulk upload.
Good morning 👋
Here's your AI-generated action plan for today.
📅 Summary History
Your past AI-generated daily action summaries.
☇ Portfolio Dashboard
Complete view of all analyzed accounts — filter, sort, and track health across your entire CS portfolio.
Risk Distribution
Retention Score By Industry
Renewals In Next 90 Days
CSM Performance Analytics
Account Status By CSM
| Company ↕ | CSM ↕ | Industry ↕ | Tier ↕ | Contract ↕ | Retention Score ↕ | Risk ↕ | Adoption ↕ | Usage ↕ | Renewal ↕ | Escal. ↕ | Status ↕ | Actions |
|---|
📊 QBR Generator
Auto-generated Quarterly Business Review. Select an account — tiles populate from live data. Add your highlights and let Sage write the executive narrative.
📊
Select an account to auto-generate the QBR
Tiles, module adoption, tasks, signals and success plan all populate automatically
📅 Monthly Cadence Review
Auto-generated Monthly Cadence Review. Select an account — metrics populate from live data. Track action items month over month and generate an operational AI summary.
📅
Select an account to auto-generate the MCR
Action items carry over from previous month automatically
⚙️ Settings
Manage accounts, CSM team, login credentials, and tool preferences — all in one place.
⚠ Your data syncs to the shared database automatically, but sync can occasionally fail without warning. As an extra safety net — especially before clearing your browser cache or switching devices — go to Danger Zone → Export All Data and save a backup file.
Edit any field inline. Click outside a field to save. Use the Save button for CSM names.
| # | Company | Industry | Tier | Contract ($) | Renewal Date | Usage | Adoption% | Risk | Score | CSM | Actions |
|---|
➕ Add New Account
Create an account manually without running an AI analysis. You can run analysis later from the Churn Risk Analyzer.
Tip: use the calendar picker to avoid date entry errors
👥 Users & Logins
Manage team members, roles, login credentials and invites. Each row is one person.
💼 Account Executives
AEs appear as a selectable option in each account's 360 view.
👥 CSM Names
Manage the CSM roster. Names here appear in account assignment dropdowns and link to logins above. Add a CSM here first, then create their login credentials above.
🔒 Change Login Credentials
Update the username and password for the tool. All users will need the new credentials on next login.
Current Credentials
Username: KrishnaTest
Password: ••••••••
👤 User Accounts & Logins
Create login credentials for each team member. Each login is linked to a name from the team roster so the system can scope their view correctly.
ⓘ HOW LOGINS & NAMES WORK — READ FIRST
Step 1 — Add the name to the roster first. Go to the Team tab and add the person's name under CSM Names, PM Names, or SC Names. This makes their name appear in account assignment dropdowns across the tool.
Step 2 — Create their login here. Type a username and password, select their role (CSM / PM / SC / etc.), then use the assignment dropdown that appears to link this login to the name you added in Step 1.
The name roster and login are separate. A name in the roster (e.g. "PM 1") stays available for account assignment regardless of whether a login exists. The login username (e.g. "pm1_user") is what they type on the login screen — it does not have to match the roster name.
Assigning accounts to test_pm / test_sc: Go to the Team tab, add "Test PM" and "Test SC" as PM/SC names, then come back here and link the test_pm / test_sc logins to those names. After that, new accounts can be assigned to them.
Step 2 — Create their login here. Type a username and password, select their role (CSM / PM / SC / etc.), then use the assignment dropdown that appears to link this login to the name you added in Step 1.
The name roster and login are separate. A name in the roster (e.g. "PM 1") stays available for account assignment regardless of whether a login exists. The login username (e.g. "pm1_user") is what they type on the login screen — it does not have to match the roster name.
Assigning accounts to test_pm / test_sc: Go to the Team tab, add "Test PM" and "Test SC" as PM/SC names, then come back here and link the test_pm / test_sc logins to those names. After that, new accounts can be assigned to them.
🎨 Theme
Choose a visual theme. Changes apply instantly and are saved per user.
Density
Sidebar Style
Font Family
Card Style
KPI Number Size
Sidebar Colour (Split)
⚡ SuccessMetrix Pulse
Ambient edge glow + card highlight. A living signal layer across the entire tool.
Mode
Animation
Breathe = slow pulse · Running Loop = light travels top↓ left, bottom↑ right
Intensity
Color
Data-driven: 🟢 green = healthy portfolio · 🟡 amber = at risk accounts or open tickets · 🔴 red = 40%+ critical or SLA breach
✨ Flashy Background
Background Pattern
🌟 Tool Preferences
Customize how the tool looks and behaves.
Used in QBR slides, email templates, and survey copy
Applies to all revenue figures, dashboards, and reports. INR uses lakhs/crores format.
Label shown in the sidebar for the Onboarding section. Reflects instantly on save. (e.g. "Implementation", "Delivery", "Professional Services")
Default view mode for the Score Ledger page under Analytics.
📊 KPI Cards
Toggle, rename, reorder, or delete KPI cards. Drag the ⠿ handle to reorder. Uncheck to hide.
+ Add Custom KPI Card
📈 Chart Sections
Toggle charts on/off and rename their titles. Changes show immediately after saving.
📋 Account Table Columns
Toggle which columns appear in the dashboard account table.
🌟 Dashboard Title
Rename the Portfolio Dashboard heading.
📰 Daily Action Summary AI
Auto-generates AI narrative on login. Turn off to stop automatic credit usage during testing.
✨ Sage AI Copilot
On-demand AI assistant. Only fires when user clicks Ask Sage — no automatic calls.
AI Usage Report
Every AI call logged with user, feature, token count and cost. Admin only.
Calls by CSM
Calls by Feature
Cost Breakdown by CSM
Recent AI Calls
USER
FROM
TO
ℹ️
All AI calls across all tenants (SMAI, Zfleet, etc.) are billed to the single Anthropic API key set in Vercel. This report shows usage for this org only. Cross-tenant usage is not visible here — each org's report is isolated. Opening/closing balances reflect tracked calls only (since logging was enabled) — the Anthropic Console is the source of truth for total spend.
Retention Score Configuration
Select up to 10 factors, set point values. Must total 100. Admin only — applies to all accounts immediately on save.
Load preset:
Product Modules
Define all modules in your product. CSMs mark which ones each customer uses — adoption % auto-calculates. If API is connected, modules are detected automatically.
🔗 API Auto-detection: When Mixpanel or Salesforce is connected, module usage is detected from event names automatically. Manual checkboxes are overridden by live data.
API Integrations
Connect your CRM, ticketing, billing, and analytics tools. Data syncs automatically into account profiles.
Push API
{}
Account Sync API
Push accounts from any external system — Salesforce, HubSpot, scripts, or cron jobs
Calendar
📅
Google Calendar
Show today's meetings on your Daily Action Summary
Not connected
CRM
SF
Salesforce
Sync Accounts, Opportunities, Contacts
HS
HubSpot
Sync Contacts, Deals, Companies
ZO
Zoho CRM
Sync Accounts, Contacts, Deals
Ticketing & Support
JR
Jira Service Management
Sync open tickets, escalations, SLA breaches
FD
Freshdesk
Sync tickets, CSAT, SLA data per account
Billing & Invoicing
ST
Stripe
Sync MRR, invoices, payment status per customer
Product Analytics
MP
Mixpanel
Pull DAU/MAU, feature adoption, session data per account
⚡ Account Status Configuration
Define the status labels your team uses. These appear in the Account 360 view, Portfolio Dashboard, and Edit Account form. Admins can rename, reorder, add, or delete statuses.
Master Data Management
Seed all accounts with realistic demo data. Remove data per account anytime. All fields auto-filled — CQ data, usage, ROI baseline, contacts history.
💡 What gets seeded: CQ metrics (audits, CAPAs, training, documents), usage data (licenses, top users, module records), ROI baseline (before-CQ volumes & times), interaction history, NPS responses. All based on account tier, industry and retention score.
💰 Revenue Metrics Dashboard
Configure GRR/NRR targets, churn reason categories, and revenue events. When enabled, the Revenue Metrics dashboard appears under Analytics.
Tracking Period
Monthly Target Division
Annual Targets
Smart Baseline
OFF
$
Enter absolute dollar amount
$
Enter absolute dollar amount (max allowed churn)
$
Enter absolute dollar amount (max allowed downsell)
$
Annual services revenue goal (tracked separately from ACV/NRR)
Churn Reason Categories
Upsell Reason Categories
Helps distinguish true expansion from price escalation when logging upsell events.
Price Escalation Reason Categories
Used when logging price escalation events — updates ACV and counts towards NRR.
Service Type Categories
Used when logging services revenue — tracked per account, separate from ACV and NRR.
Log Revenue Event
Recent Events
📋 Audit Log
Every action taken in the tool — who changed what, when. Append-only. Super Admin can delete entries.
| TIMESTAMP | ACCOUNT | TYPE | ACTION | BY | OLD VALUE | NEW VALUE |
|---|
⏱️ Stage SLA Targets
Define when an account is considered delayed (warn) or stalled (breach) for each onboarding stage. Days in stage is measured from when the account entered that stage. These thresholds drive the Delayed KPI and the Delayed by Stage chart on the Implementation Dashboard.
Stage
Warn (days)
Breach (days)
Defaults: 14 days warn · 21 days breach for every stage. Warn must be less than Breach. Changes take effect immediately on the Implementation Dashboard.
❤ Implementation Health Score Weights
Adjust how much each factor contributes to the Implementation Health Score (0-100). Weights must add up to 100%.
Factor
Weight %
Current
Total weight:
100%
✅ Stage Task Templates
Define default tasks for each onboarding stage. New accounts are automatically seeded with these tasks when created. You can also apply templates to existing accounts using the button below.
🎯 Auto Playbooks
Automated rules that monitor accounts and trigger actions when conditions are met. Build with the step-by-step builder or describe your playbook in plain English using AI.
Support Settings
Ticket categories and support configuration have moved.
⚙️
Configuration tab
Ticket categories, account statuses, and all platform configuration options are now managed in the Configuration tab.
Configuration
Manage platform-wide configuration — account statuses, ticket categories, and future settings.
⚠ Danger Zone
💾 Backup & Restore
Export all your accounts and settings as a JSON file. Use this to back up data, share with teammates, or restore after opening on a new browser or device.
☁️ Shared Database (Phase B1)
Migrate all your local data to the shared Supabase database so all team members see the same data across any device or browser. Run this once after deploying Phase B1.
🔁 Remove Duplicate Accounts
Finds accounts with the same company name and keeps only the first occurrence. Useful after multiple bulk uploads of the same file.
Reset Demo Data
Replace all accounts with the 20 original demo accounts
Delete All Accounts
Permanently remove all 0 accounts from the tool
Reset Score Weights
Restore all scoring weights to the Balanced preset defaults
Reset All Settings
Clear all preferences, CSM names, and weights. Keeps accounts.
⭐ NPS & CSAT Tracker
Track Net Promoter Scores and Customer Satisfaction per account. Send surveys, log responses, and identify promoters vs detractors.
CSM NPS Overview
+ Log New NPS / CSAT Response
✅ Tasks & Notes
Create and assign tasks to CSMs, linked to accounts. Add notes that persist against each account. Track completion status with a Kanban-style board.
🔴 To Do0
🟡 In Progress0
🟢 Done0
👥 Contacts & CRM
Store and manage contact details for all stakeholders. Add manually or sync via Salesforce API. Track champions, decision makers, and influencers per account.
📅 360° Account Timeline
Complete interaction history per account — calls, emails, QBRs, tickets, NPS, risk events. Log new entries and filter by type.
Select an account
📅
Select an account
Choose from the left to see their full interaction history
🏢 All Accounts
Complete view of every account in your portfolio with full details, filtering, and quick actions.
| COMPANY ↕ | CSM | INDUSTRY | TIER | ACV ↕ | SCORE ↕ | RISK | ADOPTION | RENEWAL ↕ |
|---|
📊 Status Portfolio
Account portfolio grouped by status — see your full book of business at a glance.
🤖 AI Explorer
All Claude-powered capabilities in one place. Ask anything about your customers, generate content, or get strategic insights.
🎯
Churn Risk Analyzer
AI scores any account 0-100 for churn risk with signal breakdown and recommended actions.
→ Open Churn Analyzer
✉️
Email Draft Generator
Generate renewal, escalation, QBR invite, check-in, expansion or onboarding emails instantly.
→ Open Email Drafts
📋
Meeting Prep Assistant
Get talking points, risk flags, strategic questions and next steps before any customer call.
→ Open Meeting Prep
📊
QBR Generator
Generate a full Quarterly Business Review deck for your customers.
→ Open QBR Generator
📅
Monthly Cadence Generator
Generate monthly cadence review decks from your usage data and support tickets.
→ Open Monthly Cadence
💊
Retention Scorecard
Score 6 health dimensions and get AI insights, renewal outlook and priority focus areas.
→ Open Retention Scorecard
🎫
Ticket Summarizer
Paste support tickets and get a summary with sentiment analysis and recommended CS action.
→ Open Ticket Summarizer
🚀
Onboarding Playbook
Generate a phased onboarding plan with milestones, risk mitigations and go-live checklist.
→ Open Onboarding Playbook
🧠
CS Knowledge Base Q&A
Upload your SOPs, playbooks and CS docs. Ask questions grounded in your own content.
→ Open Knowledge Base
🎯
Needle Movers
AI detects the highest-impact risk signals and opportunities across your entire portfolio.
→ Open Needle Movers
📅
360° Account Timeline
Log calls, emails, QBRs and get AI summaries of every account relationship.
→ Open Timeline
Quick AI Chat Ask anything about your accounts or CS strategy
🎯 Needle Movers
AI-detected high-impact risk signals and opportunities across your portfolio. Focus here to make the biggest difference this week.
Uses AI to scan all accounts for critical signals
🎯
Ready to find your needle movers
Click "Analyze Portfolio" to let AI identify your highest-priority actions
🎯 Success Plans
Structured goal & milestone tracker per account. Track progress toward customer outcomes.
🎯
Select an account to view or create a Success Plan
🔔 Alerts & CTAs
Rule-based triggers that fire when accounts hit critical thresholds. Never miss a renewal, score drop, or at-risk signal.
-
CRITICAL
-
WARNINGS
-
OPPORTUNITIES
🔔
Click Scan All Accounts to detect alerts
📝 Meeting Notes & AI Summary
Paste call transcript or notes - AI extracts action items, risks, sentiment, and next steps automatically.
💰 ROI Calculator
Show customers the value achieved vs investment. QBR-ready output with cost avoided, time saved, and incidents prevented.
Account Details
Value Inputs
💰
Fill in the inputs and calculate ROI
📊 Weekly CS Digest
Auto-generated weekly summary - accounts that changed risk level, upcoming renewals, overdue tasks, and NPS responses.
📊
Generate your weekly CS digest
🚨 Escalation Manager
Raise, track, and resolve customer escalations. Every escalation has an owner, timeline, and resolution path.
📋 Playbooks
Predefined action sequences for onboarding, at-risk, renewal, and expansion. CSM checks off steps as they go.
-
COMPLETE
-
Steps Done
-
Total Steps
📋
Select an account and playbook type, then click Start
🔄 Renewal Forecast
Pipeline view of renewals with workflow stages, likelihood scores, ACV at risk, and expected outcomes.
Renewal Pipeline
Monthly Renewal Pipeline
All Upcoming Renewals
💰 Revenue at Risk
Real-time view of ARR exposure by risk level — which accounts, which CSMs, and which industries are putting revenue at risk.
ARR Exposure by Risk Band
ACV at Risk by CSM
Industry Exposure
Accounts Requiring Immediate Attention
🌿 Expansion Signals
AI flags accounts ready for upsell - high adoption, growing usage, positive NPS, and upcoming contract milestones.
-
Hot Opportunities
-
Warm Signals
-
Expansion ACV Potential
🌿
Click Scan to detect expansion-ready accounts
🏗 Customer Segmentation
Group accounts by tier, industry, health band, or custom rules. Apply focused strategies per segment.
📈 ARR & NRR Tracker
Track Annual Recurring Revenue, Net Revenue Retention, gross churn, and expansion MoM. CFO-ready metrics.
ARR by Tier
ARR by CSM
Renewal & Churn Risk Summary
💌 Sentiment Trend
Track NPS, CSAT, and CES over time per account. Surface declining sentiment before it becomes a churn signal.
Sentiment by Account — Risk Radar
🤖 AI Sentiment Summary
Click AI Summary to generate.
All Accounts — Sentiment Scores
👥 Stakeholder Map
Visual map of contacts per account — champion, economic buyer, influencer, detractor. Track relationship strength per role.
👥
Select an account to view its stakeholder map
⚖ CSM Capacity Planner
Track accounts per CSM, ACV load, and risk load. Flag over-capacity CSMs and plan territory rebalancing.
🏆 Executive Dashboard
Board-ready executive view — NRR, GRR, revenue at risk, team performance, and CS contribution to growth in one place.
Revenue Health Split
Renewals In Next 90 Days
Expansion Opportunities
CSM Performance
💰 Revenue Metrics
📈 Revenue Trends
📊 Score Ledger
Loading...
Scores reflect the most recent snapshot on or before the selected date. Parameters show points scored out of max. Cells marked — had no data on that date.
📉 Analytics
Executive ROI, usage trends, portfolio health, team performance, and revenue intelligence — all linked to live account data.
👥 My Accounts
All accounts assigned to you — view, edit, and manage from one place.