Client Success — who is drifting, before they leave

Every builder account ranked by health, with the signals that predict churn — logins, active time, people, milestones wired up, estimates and messages flowing — and what is alerting on each.

What it is

A retention surface. The thesis is written into the engine: an account that signs up and does not wire the product into its business leaves. So for every account it tracks the milestones that make it stick, real usage, thirty-day activity metrics, and rolls them into a score, a risk level and a list of alerts with the reason spelled out.

Also called: am I getting value · account health · churn risk · are they using it · customer success

See it
Client Success — who is drifting, before they leave
Day rate
$400
Days figured
11
Crew size
5
Fuel & equipment
$300
Finished 2 days early — $1,400 back to the crew
The ranked account table with risk badges and score bars, milestone progress bars, and the top alert per row — beside the expanded single-account panel. Sample data — no customer information appears here.
How it works
  1. 1The overview table ranks accounts worst-first and can sort by score, longest since active, fewest sessions, least set up or most alerts.
  2. 2Summary tiles count healthy, watch, at risk, churn risk and high alerts, and double as filters.
  3. 3Clicking an account opens the full picture — score and why, alerts, usage, module heat, weekday-by-hour heat map, per-person breakdown, the milestone ledger with dates and thirty-day counters.
  4. 4The same panel is embedded as the Success tab on the account itself.
  5. 5Rows come from today's snapshot, recomputed on demand when missing or more than three hours old.
  6. 6Demo accounts are excluded entirely from every retention number.
Why we built it

The engine states the thesis: 'The retention thesis: an account that signs up and doesn't wire the product into its business leaves.' Demo exclusion has its own paragraph: 'every retention number this module computes… is a claim about a paying customer's behaviour. A seeded demo would score however the seeder happened to shape it, and would then sit in the roster and skew the averages beside real accounts.'

The problem
  • Disengagement was invisible until a cancellation.
  • Health was judged by whoever last spoke to a customer.
  • Seeded demo data would have polluted every retention average.
Sound familiar?
What you get
Drift is caught while it can still be fixed.
The reason an account is at risk is named, not implied.
Retention numbers describe real customers only.
What's inside
The milestone ledger — what makes an account stick
Twenty-three milestones across setup, integrations and getting value, each derived from the table where the fact actually lives and never hand-ticked.
Health score and risk level
A score out of 100 built from usage, milestones and value delivered, mapped to healthy, watch, at risk or churn risk — with hard floors that no amount of past setup can override.
Churn alerts with the reason spelled out
Named, severity-ranked alerts — nobody signed in for 14 days, usage halved week over week, no lead source after two weeks, estimates going out but never opened, used to send estimates and none in 30 days — each with the specific detail behind it.
Usage — sessions, active time, module heat
Sessions, active minutes and distinct people over 7 and 30 days, module heat from most to least used, a weekday-by-hour heat map, a per-person breakdown and a 30-day series.
Daily health sweep and change notifications
A daily job snapshots every account's health and notifies only on what changed — a risk that got worse or a new high-severity alert — plus one digest of everything at risk.

See it on your own jobs

Twenty minutes, your numbers, no slide deck. We’ll build one of your real buildings in front of you and send you the estimate link at the end — yours to keep either way.

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