Customer Success

Customer Success tells you which customers are drifting away before they say so, and which are ready to buy more. SaaSy scores every customer's health from your connected billing and CRM data, flags the accounts needing attention, and records what its agents actually recovered on your behalf. This page is the map of the module — scoring, churn prediction, and alerting each have their own guide.

What's included

Page	What it's for
Health	The Customer Health overview — total customers, at-risk count, average health score, and CRM-tracked MRR
At-Risk	Customers whose health status is currently at risk or critical, with risk drivers and renewal dates
Opportunities	Expansion opportunities — expansion fits, usage spikes, and new use cases across all customers
Value Delivered	Measured outcomes attributed to SaaSy's agents, sourced from the Outcome Ledger
Benchmarks	Anonymized comparison against peers in your industry and size band
Alert Rules	Overrides for the threshold, severity, and enabled state of each built-in alert

Getting started

1. Connect a CRM or billing source from Integrations. Until then you'll see Not enough data yet — connect an integration to start scoring.
2. Open Health for the overall picture of your scored customer base.
3. Open At-Risk and work the list from the top.
4. Open Opportunities to see where you can expand rather than defend.
5. Tune what gets flagged under Settings → Alert rules.

Work the at-risk list

1. Go to At-Risk. Filter with All at-risk, At risk, or Critical, and use Sort to order by Worst score first, Highest MRR first, or Soonest renewal first.
2. Check the Risk drivers column to see why an account was flagged.
3. Select View to open the customer, then add a note describing what you learned and did. Notes are stored as an activity on that customer's CRM record.
4. Already handled it? Select Snooze and choose how long to hide it. Turn on Include snoozed to bring those rows back.

How the score is built: Health Scoring. The probability model behind the churn figures: Churn Prediction.

Act on expansion opportunities

Opportunities collects open positive signals across every customer, each with a Signal and a Recommended next step.

1. Filter by type — Expansion, Usage spike, or New use case.
2. Select Acknowledge on anything you're picking up, so the team knows it's claimed.
3. Once you've acted, select Resolve and add resolution notes.
4. Select Dismiss on signals that aren't a fit.

Select multiple rows to use Acknowledge selected or Resolve selected.

Review value and benchmarks

Value Delivered reports outcomes attributed to SaaSy's agents — recovered payments, saved at-risk revenue, hours of manual work returned — written to a tamper-evident Outcome Ledger and broken down by outcome type, by day, and By agent.

Benchmarks compares you against anonymized peers in your industry and size band. It is k-anonymity gated: a comparison appears only once enough comparable businesses are in the pool — currently five — so that no individual business can be identified from the numbers. Early on, expect Not enough peers yet or No benchmarks available yet. That is the privacy protection working, not a fault, and comparisons fill in as more peers join and your own metrics accrue. Where peer data isn't available, a figure may show Industry reference instead, which is published guidance rather than peer data.

Tune your alerts

Under Settings → Alert rules, override each built-in rule's Threshold, Severity, or Enabled state and select Save. Changes apply to new alerts going forward. The seven alert types and how escalation works are covered in Alerts & Rules.

Availability

Customer Success is on by default in the agency, professional services, e-commerce, SaaS, and general packs, and off by default in construction, manufacturing, and nonprofit — those industries typically don't run a subscription-retention motion.

There is no entitlement gating, so if your pack hides it you can switch it on under Settings → Navigation without changing plan. See Why can't I see a feature?.