Each customer's health score is calculated from up to seven signals. Each signal is converted to a 0–100 scale, then combined into a single weighted score.

Signal	What It Measures	How It's Scored
Logins	Monthly login count	More logins = higher. 30+ logins/month = max score
Adoption	Feature adoption %	Direct percentage. 100% = max score
Tickets	Open support tickets	Fewer = better. 0 tickets = max, 5+ = zero
NPS	Net Promoter Score (0–10)	Promoter (9–10) = best, Passive = moderate, Detractor = worst
CSAT	Customer satisfaction (1–5)	5 = max, 1 = zero. Optionally enabled in Settings
Days Since Contact	Days since last touch	Recent = higher. Degrades over time, zero at 180 days
Growth	Expansion signal	Strong = best, Mild = moderate, None = low

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

Signal	Default Weight	Share
Logins	25	25%
Adoption	25	25%
Tickets	20	20%
NPS	15	15%
Days Since Contact	10	10%
Growth	5	5%

Status	Default Range	Meaning
Critical	0 – 24	Immediate attention required, high churn risk
At Risk	25 – 49	Significant health concerns, needs intervention
Watch	50 – 64	Showing early warning signs, monitor closely
Healthy	65 – 79	Good engagement, stable account
Expansion	80 – 100	Strong health, potential upsell opportunity

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.

1. Navigate to Score Customer in the sidebar.
2. Enter the customer name, tier (SMB / Mid-Market / Enterprise), MRR, and ARR.
3. Fill in signal values — logins, adoption %, open tickets, NPS, CSAT, days since contact, and growth indicator.
4. Optionally set a renewal date, lifecycle stage, manager, tags, and sentiment.
5. Click Save Score. The system calculates the health score and status automatically.

Home Base is the first screen you see when you log in. It provides a personalized briefing with at-a-glance KPIs and quick-action items.

Displays a personalized greeting with the current date, a portfolio health ring showing your average score, and quick stats (Healthy %, At Risk count, Improving, Declining). Briefing cards highlight the most urgent items — renewals, alerts, and overdue contacts — with one-click navigation.

Card	What It Shows
Portfolio Health	Active account count with a 5-segment health bar showing status distribution and counts. Click to navigate to Customers filtered by status.
Revenue at Risk	Combined MRR from Critical + At Risk accounts. Click to jump to Alerts.
Upcoming Renewals	Accounts renewing within the next month with total MRR. Click to view the renewal pipeline.
Expansion Opportunity	Expansion-band accounts with estimated upsell revenue (20% of their MRR).
Total MRR	Sum of monthly recurring revenue across all active accounts.

• Renewal Pipeline — Three time-horizon buckets (0–30d, 31–60d, 61–90d) showing count, MRR, and at-risk count per bucket.
• Priority Accounts — Top accounts ranked by urgency (renewal proximity × health risk). Click any row to open the detail modal.
• Biggest Drops — Accounts with the largest recent score declines. Click to open and take action.
• Health Heatmap — Visual heatmap of all customers color-coded by score.
• Tier Cards — SMB, Mid-Market, and Enterprise summary cards with count, MRR, average score, and at-risk count.

Alerts are automatically generated from customer signal values. The sidebar badge shows the active count.

Severity	Meaning
Red / Critical	Health crisis, high-ticket load, or imminent renewal at risk
Amber / Warning	Declining trends, overdue contact, negative sentiment, momentum drop
Blue / Attention	Upcoming renewals not yet urgent
Green / Opportunity	Expansion or upsell opportunity detected

Category	Triggers
Health	Critical or At Risk status (red), Watch status (amber)
Tickets	3+ open support tickets
Engagement	Low logins or adoption below thresholds
Renewal	Renewal within 60 days. Escalates: blue → amber → red by proximity
Quiet Accounts	No activity signals detected — gone silent
Momentum	Score trending downward over recent updates
Sentiment	Negative sentiment logged, NPS detractor, or low CSAT
Expansion	Healthy account with MRR over $3K and 30+ days since touch

• Category — Grouped by alert category with collapsible sections
• Priority — Ranked by severity (Critical → Warning → Attention → Opportunity)
• Customer — All alerts grouped by account
• Table — Compact sortable table view

• MRR Exposure — Revenue at risk broken down by risk category (Critical/Risk, Watch, Renewal, No Contact, etc.) with horizontal bars. Click any row to filter the Customers table.
• By Category — Alert count per category with bar chart. Click to filter.
• Insights — AI-generated actionable patterns: renewals at risk, engagement clusters, cadence gaps, and more.

• Snooze — Hide for 1 day, 7 days, or 30 days. Auto-returns when expired.
• Dismiss — Permanently remove from the active view.
• Wake — Un-snooze a snoozed alert immediately.
• Bulk Actions — Select multiple alerts to snooze or dismiss in batch.

• Search — Filter by customer name or tag in real time
• Status Tabs — Quick filter: All, Healthy, Watch, At Risk, Critical, Expansion, Churned
• Column Filters — Click the filter icon on any column header for per-column filtering (ranges, enums, text search)
• Sort — Click column headers to sort by name, score, status, MRR, tier, renewal, delta, and more
• Bulk Actions — Select multiple customers to assign tags, change lifecycle, assign a manager, or delete
• Inline Edit — Quick-edit signal values without leaving the table
• Detail Modal — Click any customer name to open the full detail view

The detail modal contains seven tabbed sections:

Tab	What It Shows
Overview	Score ring, signal breakdown bars, account info (tier, MRR, ARR, renewal, lifecycle, manager, tags), cadence status, and quick action buttons (Edit, QBR Prep, Print, Delete)
Alerts	All active alerts for this customer with snooze/dismiss actions
Playbook	Auto-generated action plans based on signal values. Each play has a priority badge, talking points, and checkable action items with tracked progress
Notes	Timestamped notes for interactions, decisions, and context. Reverse chronological order
Sentiment	Log Positive/Neutral/Negative sentiment with context notes. Negative entries trigger alerts
History	Score timeline showing all changes with signal snapshots per entry — compare what changed between updates
Contacts	Manage customer contacts and stakeholders with roles and contact info

Generate a complete meeting preparation document with: Executive Summary (auto-generated narrative based on status and signals), Wins & Highlights, Risks & Concerns (severity-tagged), a Suggested Agenda with time estimates, contextual Questions to Ask, and Meeting Context notes. Available as print-ready or copy-to-clipboard.

The Segments page provides portfolio-level analytics. KPI cards at the top show total segments, accounts, MRR, at-risk count, and average health.

View	Groups By	Details
Segments	Customer tags	Each tag creates a segment. Untagged customers are grouped separately (can be hidden). Shows count, avg score, MRR, at-risk %, trend, renewals
Tiers	SMB / Mid-Market / Enterprise	Same metrics per tier. Expand any row to see all accounts in that tier with urgency-sorted drill-down
Stage	Lifecycle stage	Onboarding, Active, At Risk, Won/Upsold, Churned. Expand for drill-down. "View in Customers" button filters by stage

Below the table, a multi-line trend chart compares segments over time. Use the metric dropdown to switch between Health Score, Logins, Adoption, MRR, and more. Filter pills let you focus on specific segments. Includes an auto-generated trend analysis with momentum, convergence/divergence, and risk insights.

A configurable time-series chart showing your portfolio's performance. Controls include:

• Primary Metric — Health Score, Logins, Adoption %, Tickets, NPS, CSAT, Days Since Contact, MRR, ARR, or Customer Count
• Secondary Metric — Overlay a second metric on a right-axis for correlation analysis
• Time Range — 7d, 30d, 90d, 6 months, 1 year, 2 years, or year-to-date
• CSM Overlay — Overlay a specific manager's portfolio line on top of the portfolio average
• Client Overlays — Add individual customer lines to compare against the portfolio

Auto-generated insights below the chart detect momentum shifts, divergence patterns, and acceleration/deceleration in your metrics.

A sortable table of customers with the biggest score changes in the selected time range. Columns: name, current score, delta, status, MRR, manager, tickets, logins, and adoption. Click any row to open the customer detail.

• Manager Leaderboard — Ranked by average portfolio health score with status distribution bars, account count, and total MRR
• Drill-Down — Expand any manager row to see their individual accounts sorted by urgency, with summary stats
• Focus Areas — Auto-generated insights highlighting managers with high at-risk percentages, overdue contacts, or declining portfolios

A month-view calendar showing all time-sensitive customer events:

• Renewals — Shown as blue dots on renewal dates. Hover for customer name and MRR.
• Next Touch Dates — Scheduled follow-ups shown as green dots.
• Overdue Contacts — Customers past their cadence threshold flagged in red.

Navigate between months with arrow buttons. Click any day with events to see the full list.

Stage	Description
Onboarding	New customer being set up and trained
Active	Fully onboarded, engaged customer (default)
At Risk	Customer showing signs of disengagement or dissatisfaction
Won / Upsold	Recently renewed or expansion completed
Churned	Customer has left. Excluded from dashboards, alerts, and scoring

Tier	Warning	Overdue
Enterprise	14 days	30 days
Mid-Market	21 days	45 days
SMB	30 days	60 days

Ranks accounts by urgency: Renewal Factor (60%) × proximity + Risk Factor (40%) × inverse health. Levels: Critical (70+), High (45–69), Medium (20–44), Low (<20).

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.

Field	Required	Recognized Column Names
Customer Name	Yes	name, company, customer, account
Manager	No	manager, csm, owner, rep
MRR / ARR	No	mrr, arr, revenue, annual recurring revenue
Logins	No	logins, logins_30d, login_frequency
Adoption	No	adoption, feature_adoption_pct
Tickets	No	tickets, open_tickets
NPS / CSAT	No	nps, nps_category, csat
Days Since Contact	No	days, days_since_contact
Renewal Date	No	renewal_date, renews on
Growth / Tier / Tags	No	growth, tier, tags (pipe-separated)
Lifecycle / Sentiment	No	lifecycle, stage, sentiment

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.

Report	Description	Tier
Portfolio Summary	Overall book health with KPIs, status distribution, tier breakdown	Starter
At-Risk Accounts	Customers scoring below 50, sorted by urgency	Starter
Renewal Forecast	Upcoming renewals grouped by month with risk flags	Starter
CSM Performance	Manager portfolio comparison with scores	Growth
Segment Analysis	Health breakdown by tier and lifecycle stage	Growth
Trend (90 Days)	Score trend lines and movement analysis	Growth
Churn Risk	Churn probability with contributing factors	Growth
Customer Health	Individual customer deep-dive	Enterprise
Score History	Historical score changes with timeline	Enterprise
Weekly Digest	Auto-generated weekly health summary	Enterprise

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.

• 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.

Configure automated notifications delivered to Slack, Microsoft Teams, Email, or custom Webhook endpoints.

• Slack — Posts rich cards to a Slack channel via incoming webhook URL
• Microsoft Teams — Posts adaptive cards to a Teams channel via webhook URL
• Email — Sends formatted email notifications
• Webhook — Sends JSON payloads to any custom endpoint for CRM/ticketing integration

Event	Triggers When	Config
Health Below Threshold	Score drops below configured value	Score threshold (default: 50)
Account At-Risk	Status transitions to At Risk or Critical	—
Renewal Approaching	Renewal date within configured days	Days (default: 30)
No Contact Alert	Days since contact exceeds maximum	Max days (default: 14)
NPS Detractor	NPS changes to Detractor	—
Lifecycle Change	Lifecycle transitions to At Risk or Churned	—
Rapid Score Drop	Score drops by more than configured points	Points (default: 15)

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

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

Filter automated alerts to a specific manager's portfolio. When set, alerts only fire for customers assigned to that manager — useful for routing notifications to the right CSM's Slack channel or email inbox.

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

Action	Method	Purpose
list_customers	GET / POST	Paginated customer list with filters — ideal for Zapier polling triggers
get_customer	GET / POST	Get a single customer by ID or name
upsert_account	POST	Create or update a customer — auto-rescores when signal fields change
update_health	POST	Update a single field — auto-rescores when signal fields change
delete_customer	POST	Soft-delete a customer (recoverable)
score_customer	POST	Force a full re-score using your saved weights

Field	Type	Description
name	String	Account name (required for create, used for lookup)
logins	Number (0+)	Login count this month — signal, triggers rescore
adoption	Number (0–100)	Feature adoption percentage — signal, triggers rescore
tickets	Number (0+)	Open support tickets — signal, triggers rescore
nps	Number (0–10)	Net Promoter Score — signal, triggers rescore
csat	Number (1–5)	Customer Satisfaction score — signal, triggers rescore
days	Number (0+)	Days since last contact — signal, triggers rescore
growth	String	none, mild, or strong — signal, triggers rescore
mrr	Number (0+)	Monthly recurring revenue
arr	Number (0+)	Annual recurring revenue
tier	String	Customer tier: enterprise, mid, or smb
lifecycle	String	onboarding, active, atrisk, won, churned
manager	String	Assigned CSM name
tags	Array / CSV	Tags array or comma-separated string
renewal_date	Date	Contract renewal date (YYYY-MM-DD)
next_touch	Date	Next scheduled contact date (YYYY-MM-DD)
since	Date	Customer since date (YYYY-MM-DD)
score	Number (0–100)	Health score — set manually to override auto-scoring

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

Parameter	Example	Description
status	critical	Filter by status band
lifecycle	active	Filter by lifecycle stage
tier	enterprise	Filter by customer tier
manager	Sarah	Filter by assigned CSM
tag	vip	Filter by tag
updated_since	2026-03-01T00:00:00Z	Only customers changed after this date
sort	updated_at	Sort field (also: name, score, mrr, arr, created_at)
order	desc	Sort direction: asc or desc
limit	100	Results per page (max 500)
offset	0	Pagination offset

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.