What it covers
Use explainable signals and connected customer records to find accounts that need attention.
Customer management
Customer success
Follow account health, onboarding and renewal work after the first sale.
How it works
Spot accounts that need attention after the sale
Follow onboarding, account health and renewal work using signals connected to customer records. Use the reasons behind a signal to guide a human follow-up rather than relying on an unexplained score.
In practice
Review explainable health signals alongside the customer’s linked work.
When to use it
Useful situations
- Review onboarding progress after a sale and identify a blocked next step.
- Prioritise renewal conversations using visible account-health signals.
- Bring service, project and relationship context into an account review.
A working path
How the work moves
Review the account signal
Open the customer-success view and inspect the health or attention reason attached to an account. Treat a signal as an explainable prompt for review, not a replacement for the account owner’s judgment.
Check the connected work
Open the customer context behind the signal and review relevant activity, service requests, projects or renewal work that you can access. Identify whether the issue is current, already resolved or needs another owner.
Record the follow-up
Create or update a task and document the agreed next step on the appropriate record. Revisit the account after the work changes so the team can assess its current state.
Illustrative scenario
Onboarding check-in
An account owner sees an attention signal, checks a delayed project milestone and open service request, then assigns a coordination task and records a date for the next customer update.
Before you start
What to check
- Signals are based on available connected records and configured rules; they should be checked against current customer context.
- Access to customer-success details and linked modules depends on workspace permissions and plan availability.
Is account health an unexplained score?
The workflow is designed to show explainable signals connected to customer work, so a person can review the reasons.
Does a signal automatically contact the customer?
No. It helps the team decide what to review and what follow-up to record.
Get started
See your customer work in one place.
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