Each customer's health score is calculated from six slider-based signals plus a growth dropdown. Each signal is converted to a 0–100 scale, then combined into a single weighted score.

The final score is a weighted average of all signals. Signals with higher weights have more influence. Default weights (customizable in Weights & Config):

Thresholds are configurable in Weights & Config. The values shown are defaults.

When a customer is scored, the "days since contact" baseline is saved. Each time the app loads, the system adds elapsed days since the last update — accounts that haven't been touched gradually see their score decrease without manual updates.

Create custom weight presets for different customer types. For example, Enterprise accounts might weigh Adoption more heavily, while SMB accounts might prioritize NPS. Profiles are assigned per-customer and override the global weights during score calculation.

Manage profiles in Weights & Config → Scoring Profiles.

The Score a Customer form uses a compact 2-column layout for efficient data entry.

1. Navigate to Score a Customer in the sidebar.
2. Enter the customer name (duplicate names are detected and prevented).
3. Set tier (SMB / Mid-Market / Enterprise) and enter MRR or ARR — the other auto-calculates bidirectionally (MRR × 12 = ARR).
4. Use the signal sliders for Logins, Adoption %, Tickets, NPS, CSAT, and Days Since Contact. Select a Growth level from the dropdown (Strong / Mild / None / N/A).
5. Optionally set a renewal date, lifecycle stage, manager, tags, and sentiment.
6. Click Save Score. The system calculates the health score and status automatically.

What it is: The first screen you see after login — a personalized briefing with at-a-glance KPIs and quick-action items.

Why it exists: Gives you an immediate read on portfolio health without clicking through multiple pages. Surfaces the most urgent items so you know exactly where to focus each day.

When no customers exist, a guided onboarding banner appears with three paths: Integration-first (connect Salesforce/HubSpot/Stripe), Manual + Integration (score a few customers then connect), or CSV-only (bulk import from spreadsheet). After onboarding, the banner collapses but remains accessible.

Displays a greeting with a portfolio health ring (donut chart of status distribution), quick stats (Healthy %, At Risk count, Improving, Declining), and clickable action items that link directly to accounts needing attention.

• Renewal Pipeline — Groups upcoming renewals into 0–30 day, 31–60 day, and 61–90 day buckets with MRR totals and risk flags
• Priority Accounts — Customers ranked by urgency (low score + high MRR + upcoming renewal)
• Biggest Drops — Customers with the largest score decreases in the recent period
• Health Heatmap — Visual grid showing score distribution across your portfolio

Auto-generated to-do list based on overdue contacts, upcoming renewals, at-risk accounts, and recent score drops. Click any item to jump directly to that customer.

What it is: A sortable, filterable master table of every customer account in your portfolio.

Why it exists: Provides a single place to view, search, filter, and take action on any customer. Combines list management with deep-dive detail modals so you never lose context.

1. Search — Type in the search bar at the top to find customers by name instantly.
2. Filter by status — Click the status tabs (All, Healthy, Watch, At Risk, Critical, Expansion, Churned, Trash) to narrow the view.
3. Column filters — Click the funnel icon on any column header to filter by specific values or ranges.
4. Sort — Click any column header to sort ascending/descending.
5. Select rows — Click a row to select it; hold Shift and click another row to multi-select a range.
6. Bulk actions — With rows selected, use the bulk action bar to re-score, assign tags, change lifecycle, or delete.
7. Open details — Click any customer name to open the detail modal.

• Frozen Name Column — The customer name column stays visible as you scroll horizontally through other columns
• Export Options — CSV data export (all columns) or Bulksheet export (editable fields for round-trip editing)

Click the QBR Prep button in the detail modal action bar to generate a quarterly business review document with health summary, signal trends, key events, and recommended talking points.

What it is: An automatically generated feed of notifications about accounts that need attention, organized by severity and category.

Why it exists: Instead of manually reviewing every customer, alerts proactively surface the accounts that need your attention based on signal changes, thresholds, and patterns.

Alerts fire automatically when customer signals cross configured thresholds — for example, when a health score drops below 50, a renewal is approaching, or an NPS response is a Detractor. The sidebar badge shows the active alert count.

• Category view — Alerts grouped by category (Health, Tickets, etc.) with expandable sections
• Priority view — All alerts sorted by severity, highest first
• Customer view — Alerts grouped by customer account
• Table view — Flat sortable/filterable table of all alerts

• MRR Exposure — Total MRR at risk broken down by severity level
• By Category — Bar chart showing alert count per category
• Insights — AI-generated summary of alert patterns and recommended priorities

• Snooze — Temporarily hide an alert for 1 day, 7 days, or 30 days
• Dismiss — Permanently close an alert
• Wake — Reactivate a snoozed alert immediately
• Bulk actions — Select multiple alerts and snooze or dismiss them all at once

What it is: Portfolio-level analytics that let you compare groups of customers across key metrics.

Why it exists: Understanding how different customer segments perform helps you allocate resources, identify at-risk groups, and spot patterns that individual customer views miss.

1. Review KPI cards at the top — total segments, total accounts, total MRR, at-risk count, and average health score.
2. Switch view modes using the tabs to see data grouped by tags, tiers, or lifecycle stages.
3. Expand any segment by clicking on it to drill down into the individual accounts within that group.
4. Use the Comparison Chart to visualize trends across segments over time. Select a metric from the dropdown and the chart auto-generates analysis text.

• Segments by Tags — Groups customers by their assigned tags, showing count, average score, total MRR, at-risk percentage, and trend direction for each tag
• Tiers — Groups by SMB / Mid-Market / Enterprise with expandable drill-down into individual accounts
• Lifecycle Stages — Groups by stage: Onboarding, Active, At Risk, Won/Upsold, Churned — with the same metrics per stage
• Expandable Drill-Down — Click any segment row to expand and see every customer in that group, sorted by health score

A multi-line trend chart comparing segments over time. Use the metric dropdown to switch between Health Score, MRR, Account Count, At-Risk %, and more. The system auto-generates a written analysis below the chart highlighting divergences, trends, and outlier segments.

What it is: A configurable time-series chart for tracking how portfolio metrics change over days, weeks, and months.

Why it exists: Point-in-time snapshots miss the trajectory. Trends reveal whether your portfolio is improving or declining, and overlays let you compare CSM performance or individual client trajectories against the portfolio baseline.

1. Select a primary metric from the dropdown — Health Score, Logins, Adoption %, Tickets, NPS, CSAT, MRR, ARR, and more.
2. Optionally add a secondary metric to plot on a second axis for correlation analysis.
3. Choose a time range — 7d, 30d, 90d, 6mo, 1yr, 2yr, or year-to-date.
4. Add overlays — Select a CSM to overlay their portfolio trend line, or add individual client lines for comparison.
5. Read the trend analysis — Auto-generated text below the chart describes momentum, divergence, and acceleration patterns.
6. Review Top Movers — A sortable table below shows customers with the biggest score changes in the selected period.

• Primary & Secondary Metrics — Dual-axis chart lets you correlate two metrics (e.g., Health Score vs MRR)
• CSM Overlay — Compare a specific manager's portfolio performance against the overall average
• Client Overlays — Add individual customer trend lines to see how specific accounts track against the portfolio
• Trend Analysis Text — Auto-generated insights covering momentum (improving/declining), divergence (which segments are separating), and acceleration (rate of change)
• Top Movers Table — Sortable list of customers with the largest positive or negative score changes, with delta values and current status

What it is: A leaderboard and analytics view that compares CSM portfolios side-by-side.

Why it exists: Helps CS leaders identify which managers need support, which portfolios are thriving, and where coaching or resource reallocation can improve outcomes.

1. Review the leaderboard — Managers are ranked by average health score. Each row shows status distribution bars, total account count, and portfolio MRR.
2. Drill down — Click any manager row to expand and see their individual accounts sorted by urgency (lowest health first).
3. Read Focus Areas — Auto-generated insight cards highlight specific issues such as high at-risk percentage, overdue contacts, or declining portfolio trends.

• Manager Leaderboard — Ranked by average health score with color-coded status distribution bars (Critical, At Risk, Watch, Healthy, Expansion), account count, and total MRR per manager
• Drill-Down — Expand any manager to see their individual customer accounts sorted by urgency, with score, status, MRR, and days since contact
• Focus Areas — Auto-generated actionable insights: identifies managers with unusually high at-risk percentages, customers with overdue contacts, and portfolios showing sustained decline

What it is: A library of 10 professional report templates covering every aspect of your customer success program.

Why it exists: Saves hours of manual reporting by auto-generating branded, data-rich documents you can share with leadership, stakeholders, or your CS team on a recurring schedule.

• PDF — Use Ctrl+P (Cmd+P on Mac) to print as a branded PDF with SVG charts, color-coded tables, and professional headers/footers
• CSV Export — Download report data as a spreadsheet for further analysis
• Email Delivery — Click the Email button to send a report now, send a test, or schedule recurring delivery (daily, weekly, or monthly)

What it is: A month-view calendar showing all time-sensitive customer events at a glance.

Why it exists: Prevents missed renewals and overdue contacts by putting every important date on a single visual timeline. Helps you plan your week and prioritize outreach.

1. Navigate months — Use the left/right arrows to move between months.
2. Read the dots — Blue dots indicate renewal dates, green dots indicate scheduled next-touch dates, and red flags mark overdue contacts.
3. Click a day — Click any day cell to see a list of all events on that date, including customer name, event type, and MRR.
4. Hover for details — Hover over any dot to see the customer name and relevant details without clicking.

• Renewal Dates (blue dots) — Contract renewal dates; hover shows customer name and MRR amount
• Next Touch Dates (green dots) — Scheduled follow-up contacts based on cadence settings or manual scheduling
• Overdue Contacts (red flags) — Customers who have passed their cadence threshold without contact — these need immediate attention

What it is: A compact two-column form for entering customer data and calculating health scores in real time.

Why it exists: Lets you quickly add new customers or update existing ones without importing a file. The live score ring shows you exactly how each signal change affects the health score before you save.

1. Enter the customer name — Duplicate names are detected and prevented. If a match is found, you can update the existing record instead.
2. Set MRR or ARR — Enter either value and the other auto-calculates bidirectionally (MRR x 12 = ARR).
3. Adjust the 6 signal sliders:
   • Logins — 0 to 100 (monthly login count)
   • Adoption — 0 to 100% (feature adoption percentage)
   • Tickets — 0 to 10 (open support tickets)
   • NPS — 0 to 10 (Net Promoter Score)
   • CSAT — 1 to 5 (Customer Satisfaction)
   • Days Since Contact — 0 to 90 (with N/A checkbox to exclude from scoring)
4. Select Growth — Dropdown with Strong, Mild, None, or N/A (excluded from scoring when N/A).
5. Set optional fields — Tier, renewal date, billing interval, lifecycle stage, manager, tags, and next scheduled touch date.
6. Watch the score ring — The health score ring updates live as you adjust signals, showing the calculated result before saving.
7. Click Save Score — The system saves the customer, calculates the final health score, assigns a status band, and logs the event.

What it is: A drag-and-drop (or file picker) interface for importing customers in bulk from CSV files.

Why it exists: Lets you onboard dozens or hundreds of customers at once instead of entering them one by one. Column mapping and preview ensure data lands in the right fields.

1. Upload your file — Drag a CSV onto the drop zone or click to open a file picker.
2. Review the column mapping preview — The system auto-matches your column headers to recognized field names. Unmatched columns can be manually mapped.
3. Confirm and import — Click Import to load all rows. Existing customers (matched by name) are updated rather than duplicated.

The CSV includes a date column — put a date in it to import that row as a historical snapshot on the customer's Trends chart. Leave it blank to update the customer's current signals as usual. This is ideal for backfilling data from internal systems, exported data, or other platforms.

Note: If a snapshot already exists for the same date, it will be overwritten if the new data has more signal fields filled. Historical rows for customers that don't exist in iQcadence are skipped.

If a customer with the same name already exists, the import updates their data rather than creating a duplicate record.

Also available on this page: pull historical signal snapshots from Salesforce, HubSpot, or Stripe to backfill score history for trend analysis.

What it is: A three-tab automation hub for configuring alert rules, building custom condition-based rules, and connecting via REST API.

Why it exists: Automates the detection-to-notification pipeline so your team gets alerted in Slack, Teams, or email without anyone manually checking dashboards.

1. Click "+ Create Alert" to open the 3-step wizard.
2. Step 1 — Alerts & Scope: Select alert types and configure thresholds. Choose manager scope (all or specific managers).
3. Step 2 — Channels & Schedule: Pick delivery channels from saved connections and set timing (Real-time, Daily, or Weekly).
4. Step 3 — Review & Save: Confirm and save. The rule appears in the Active Alerts table.

Manage rules from the table: sort by column headers, filter with the funnel icon, edit, toggle on/off, or delete. Saved Connections are reusable channel configs (Slack webhook, Teams webhook, email) that can be assigned to multiple rules.

Build advanced multi-condition rules with AND/OR logic. Each condition specifies a field, operator, and value. Multiple conditions within a group are joined by AND; add multiple groups joined by OR. Assign notification channels and the rule evaluates on every customer update.

Full REST API documentation with authentication setup, base URL, available actions (list, get, upsert, update, delete, score), customer field reference, and POST/GET examples. Zapier-compatible with polling trigger support.

What it is: The central configuration hub for the entire platform, organized into three tabs.

Why it exists: Gives you full control over how scores are calculated, who is on your team, which integrations are active, and how the system behaves.

• Signal Weights — Sliders for each signal that must total 100%. Adjust to emphasize the signals most important to your business
• Score Thresholds — Set the score boundaries for Critical, At Risk, Watch, Healthy, and Expansion status bands
• Scoring Profiles — Create named weight presets for different customer groups, assignable per customer
• Contact Cadence — Define how frequently each customer segment should be contacted (drives overdue alerts)
• Renewal Windows — Configure how far in advance renewal alerts should fire

• Data Health Dashboard — Shows completeness and freshness of your customer data across all fields
• Quick Actions — One-click buttons for recalculating all scores, creating a backup, or restoring from backup
• Manage CSMs — Add, edit, or remove customer success managers who appear in the Manager dropdown
• Password — Change your account password

• Integration Cards — Stripe, HubSpot, and Salesforce each have a card with connect/disconnect, sync status, and configuration
• Sync Toggles — Control which metrics each integration owns (only one integration per metric)
• Field Mapping — Map external fields to iQcadence customer fields
• Pull History Button — One-click historical data backfill from the CRM with configurable lookback periods
• API & Webhooks — Sub-tab for API key management, webhook configuration, and developer documentation

What it is: A timestamped record of all significant actions taken in the platform.

Why it exists: Provides accountability and traceability for compliance, troubleshooting, and understanding who changed what and when.

• Scoring events — Every time a customer is scored or re-scored, with before/after values
• Settings changes — Weight adjustments, threshold changes, profile creation/modification
• CSV imports — Import events with row counts and any errors encountered
• API calls — Inbound API requests with action type and affected customer
• Alert actions — Snooze, dismiss, and wake events with the alert details

• Action Log — Chronological feed of all events with action type, associated customer, user email, timestamp, and details summary
• Config History Timeline — Dedicated view showing a timeline of weights, thresholds, and profile changes for easy before/after comparison

What it is: A searchable in-app reference covering the entire platform, organized into five tabs.

Why it exists: Provides instant answers without leaving the app. The search bar filters across all tabs so you can find any topic quickly.

• Getting Started — Quick start steps, sidebar navigation overview, key concepts
• Pages — One detailed card per sidebar page with purpose, walkthrough, and key features
• Scoring — Signal definitions, weights, status bands, decay, and profiles
• Data & Reports — CSV import/export, CRM import, reports, backup/restore, audit log
• Automation — Alert rules, custom rules, scheduling, integrations, and REST API

Several pages include guided interactive tours accessible from the page header. These tours walk you through the page's key features step-by-step with highlighted elements and explanatory tooltips.

Import customers in bulk via drag-and-drop or file picker. The preview step shows a column mapping table — unmatched columns can be manually mapped.

Import historical customer data from Salesforce, HubSpot, or Stripe to backfill signal history. This creates score history entries so you can see trends from before you started using iQcadence.

Choose how far back to pull data: 30 days, 90 days, 6 months, or 1 year. The system creates periodic signal snapshots across the selected range.

• Settings → Integrations — Each integration card has an "Import from CRM" option
• CSV Import page — The Import from CRM section is also available alongside standard CSV import

Export your full customer dataset as a CSV with 20+ columns including calculated fields (priority score, cadence status, days until renewal). Ideal for pivot tables, Excel, or BI tools. The Bulksheet export from the Customers page includes all editable fields for round-trip editing.

Each report can be printed as a branded PDF with SVG charts, color-coded tables, and professional headers/footers. Use Ctrl+P / Cmd+P to save as PDF. Reports can also be emailed directly — click the Email button to send now, send a test, or schedule recurring delivery.

• Export / Backup — Downloads a JSON file with all customers, scores, weights, thresholds, and profiles. Timestamped filename.
• Restore — Upload a previously exported JSON backup. Replaces all current data after confirmation.

Records every significant action: customer scored, settings changed, alerts snoozed, CSV imports, and more. Each entry captures the action type, associated customer, user email, timestamp, and details summary.

The Config History tab shows a timeline of settings changes (weights, thresholds, profiles) for compliance and troubleshooting.

Each alert rule is an independent entity. Creating a new rule never affects existing rules. A single rule can include multiple alert types — they appear as one row in the Active Alerts table.

1. Click "+ Create Alert" to open the 3-step wizard.
2. Step 1 — Alerts & Scope: Select one or more alert types (e.g., Health Below Threshold + Renewal Approaching), configure thresholds, and choose manager scope (All or specific managers).
3. Step 2 — Channels & Schedule: Pick delivery channels (Slack, Teams, Email) from your saved connections, and set timing (Real-time, Daily, or Weekly).
4. Step 3 — Review & Save: Review your selections and save. The rule appears as a single row in the table.

• Sort — Click any column header to sort the table (Alerts, Conditions, Sent To, Timing, Scope, Created By)
• Filter — Click the funnel icon on column headers to filter by text or dropdown values
• Edit — Click the edit button to reopen the wizard with that rule's settings prefilled
• Toggle — Enable/disable a rule without deleting it
• Delete — Permanently remove a rule (does not affect other rules)

Connections are reusable channel configurations (e.g., a Slack webhook URL named "CS-Alerts Channel"). Create them once, then assign to multiple rules. Supports Slack webhooks, Microsoft Teams webhooks, and email recipients.

Each event type can be individually enabled or disabled per rule. Events are evaluated whenever a customer is scored or updated.

Build advanced automation rules using multiple conditions. For example: "Health Score < 40 AND Lifecycle = Active AND Renewal within 60 days".

1. Name your rule — Give it a descriptive name (e.g., "High-Value Risk Alert").
2. Add conditions — Pick a field, operator, and value. Multiple conditions within a group are joined by AND. Add multiple groups joined by OR.
3. Set channels — Choose which saved connections (Slack, Teams, Email) to notify.
4. Save — The rule appears in the Custom Rules table.

Health Score, Status, Tier, Lifecycle, Logins, Adoption %, Tickets, NPS, CSAT, MRR, Days Since Contact, Growth, Momentum, Cadence Status, Renewal Within (days), Tags, and Manager.

The custom rules table supports the same sort and filter capabilities as alert rules — click column headers to sort, use the funnel icon to filter. Enable/disable, edit, or delete rules from the table.

• Real-time — Fires immediately when the condition is detected
• Daily — Batches alerts into a daily summary at a configurable time
• Weekly — Batches alerts into a weekly summary on a configurable day and time

Each alert rule can be scoped to all managers or specific managers. When scoped, alerts only fire for customers assigned to those managers — useful for routing notifications to the right CSM's Slack channel or email inbox.

Each integration pulls data from the external platform and maps it to customer fields in iQcadence. You control which metrics each integration owns via the Sync Overview toggles. Only one integration can own each metric at a time.

When an integration creates a new account and no tier data is available, default tiers differ: HubSpot defaults to SMB, Salesforce defaults to Mid-Market, and Stripe detects tier from product/plan names. You can always override the tier manually or via CSV import.

HubSpot and Salesforce assume deal/opportunity amounts are annual by default and divide by 12 to calculate MRR. If your deals are already in monthly amounts, change the "Deal amounts are" setting on each integration card to "Already Monthly".

HubSpot can sync NPS and CSAT scores from Service Hub feedback surveys. NPS scores (0-10) are mapped to Promoter/Passive/Detractor. CSAT scores (1-5) are mapped to Positive/Neutral/Negative. Requires Service Hub with the feedback submissions scope enabled.

HubSpot and Salesforce can create new customer accounts during sync. Toggle "Create new accounts" off if you only want to update existing accounts. Stripe is update-only and never creates new accounts.

Each integration card includes a Pull History button for one-click historical data backfill. This imports past signal snapshots from the CRM with configurable lookback periods (30d, 90d, 6 months, 1 year), creating score history entries for trend analysis. Also accessible from the CSV Import page under "Import from CRM".

All API requests require an x-api-key header. Generate your API key in Settings → Automations → Advanced.

https://qctiyigznbztxcowehnl.supabase.co/functions/v1/api-inbound

Create / Update a customer:

POST /functions/v1/api-inbound
Header: x-api-key: YOUR_KEY
Header: Content-Type: application/json

{
  "action": "upsert_account",
  "data": {
    "name": "Acme Corp",
    "mrr": 5000,
    "logins": 22,
    "adoption": 75,
    "tickets": 1,
    "tier": "mid",
    "manager": "Sarah"
  }
}

Update a single field:

POST /functions/v1/api-inbound
{
  "action": "update_health",
  "data": {
    "name": "Acme Corp",
    "field": "logins",
    "value": 28
  }
}

List recently changed customers:

GET /functions/v1/api-inbound?action=list_customers&updated_since=2026-03-01T00:00:00Z&sort=updated_at&order=desc&limit=50

Get a single customer:

GET /functions/v1/api-inbound?action=get_customer&name=Acme%20Corp

When you push signal fields (logins, adoption, tickets, nps, csat, days, growth) via upsert_account or update_health, the customer's health score is automatically recalculated using your saved scoring weights. The response includes the new score and status. Lifecycle auto-transitions (e.g. risk → at-risk) also fire automatically.

To override auto-scoring, pass an explicit score value — this sets the score directly without recalculating.

1. Actions (push data in): Use "Webhooks by Zapier" → Custom Request. Set the URL, add x-api-key header, POST your JSON body.
2. Triggers (poll for changes): Use "Webhooks by Zapier" → Retrieve Poll. Set the GET URL with ?action=list_customers&updated_since={{last_poll}}. Zapier auto-deduplicates by customer id.