ClientSuccess

Find answers to your questions about our ClientSuccess Product

By ClientSuccess and 1 other2 authors163 articles

Customer

Articles for the Customer Grid and Customer Account Detail views

Customer GridArticles regarding the Customer Grid section_{5 articles}

Customer SummaryArticles for the Summary app in the Customer detail view_{3 articles}

SuccessCyclesArticles for the SuccessCycle app in the customer detail view_{1 article}

PulseArticles for the customer Pulse app in the customer detail view_{4 articles}

GoalsArticles for the customer Goals app in the customer detail view_{1 article}

TasksArticles for the Tasks app in the customer detail view_{1 article}

Product PulseArticles for the Product Pulse app in the customer detail view_{1 article}

SuccessScoreArticles for the customer SuccessScore app in the customer detail view_{1 article}

EngagementsArticles for the Engagements app in the customer detail view_{6 articles}

Account HierarchyArticles for the Account Hierarchy app in the customer detail view_{1 article}

RevenueArticles for the Revenue app in the customer detail view_{2 articles}

Support Ticket ViewArticles for the Support Ticket View app in the customer detail view_{2 articles}

UsageArticles for the Usage app in the customer detail view_{1 article}

NPSArticles for the NPS app in the customer detail view_{1 article}

ScorecardArticles for the Scorecard app in the customer detail view_{3 articles}

SuccessCycles

Articles regarding SuccessCycles

Managing TasksLearn how to use the ClientSuccess Tasks screen to manage SuccessCycle activities and to-dos with filters, sorting, status, and task type icons.

Revenue

Articles regarding Revenue management

Overdue RenewalsUnderstand the Overdue tab in ClientSuccess renewals reporting, which shows unrenewed contracts and subscriptions by period and how to filter them.

Revenue Dashboard Export and PlaceholdersLearn how to export the Revenue Dashboard, use Group by Customer for automation emails, and fix dynamic placeholder validation errors in email actions.

Reports

Articles regarding Reports

Renewal HealthUse the Renewal Health report to visualize upcoming renewals by health score, prioritize at-risk accounts, and take action before renewals slip.

Understanding ARR vs. cARR in ClientSuccessA clear explanation of the difference between ARR and cARR (committed ARR), when each is used, and why the numbers can differ — with real examples.

Activities ReportUnderstand the Activities Report in ClientSuccess, which tracks team engagements, Pulse sets, tasks, goals, and SuccessCycles completed per user.

Advanced ReportingLearn how Advanced Reporting in ClientSuccess delivers custom and template reports like Revenue by Product and Churn with filters, drill-downs, exports.

Customer Growth ReportUnderstand the Customer Growth report, covering net growth, new customers, reactivations, and churned customers, plus filters, date ranges, and retention metrics.

Engagement ReportsUnderstand the CSM and Customer Engagement Reports in ClientSuccess, including engagement tags, recency tracking, and tag filters for analysis.

OverviewUnderstand the Overview report's book of business metrics, including active clients, assigned CSMs, average ARR/MRR per client, and Pulse health by client count.

Pulse Reporting and InsightsUnderstand Pulse reporting, including the Current Pulse Health, Pulse Reasons, and Pulse Change Over Time reports, with filters, charts, and CSV exports.

Renewal Performance (Updated)Understand the Renewal Performance report and its gross and net renewal, upsell, downsell, cross-sell, and churn metrics for a renewable book of business.

Revenue Growth ReportUnderstand the Revenue Growth report and its metrics for new, upsell, cross-sell, downsell, reactivated, and churned revenue across custom date ranges.

What if my metrics don't align?Troubleshoot misaligned client count and revenue reporting metrics by checking client as of dates, missing subscriptions, contract dates, and data refresh.

Global Settings

Articles regarding Global Settings

Meeting Intelligence (MS Teams, Zoom, Google Meet)Meeting Intelligence uses meeting bots to automatically join your meetings, transcribe conversations, and create structured Meeting Intelligence engagements when participants are matched to customers.

Account Team RolesArticles regarding ATR management_{1 article}

Apps and IntegrationsArticles regarding core CS apps/widgets_{1 article}

Alerts and NotificationsArticles regarding alerts and notifications_{1 article}

AutomationArticles regarding automation setup and management_{4 articles}

Customer TypesArticles regarding Customer Type management_{2 articles}

Field SettingsArticles regarding field settings, including custom fields_{4 articles}

Data Exports/ImportsArticles regarding Data Exports/Imports functionality_{8 articles}

GoalsArticles regarding Goals module setup and management_{1 article}

EmailArticles regarding email functionality setup and management_{5 articles}

IntegrationsArticles regarding Integration management_{42 articles}

NPSArticles regarding NPS campaign setup and management_{2 articles}

Reason CodesArticles regarding Reason Code (Risk and Success factor) setup and management_{2 articles}

SuccessCyclesArticles regarding SuccessCycle setup and management_{3 articles}

SuccessScoreArticles regarding SuccessScore setup and management_{2 articles}

TeamArticles regarding team/user setup and management_{3 articles}

Revenue and SubscriptionsArticles regarding revenue and subscription data setup and management_{1 article}

UsageArticles regarding usage data setup and management_{2 articles}

My Settings

Articles regarding user settings

Calendar AuthenticationArticles regarding individual user calendar integration setup and management_{2 articles}

EmailArticles regarding individual user email integration setup, templates, and campaign setup_{4 articles}

MasterClass

MasterClass and Best Practices

4 Segmented Strategic Views for Frontline CSMsLearn four segmented strategic views for frontline CSMs, using segmentation by customer health or Pulse, engagement, product usage, and renewals.

8 Ways to Measure Churn and RetentionUnderstand eight ways to measure churn and retention, including customer retention rate, gross and net revenue retention, revenue churn, and renewal rates.

Aligning Customer Success & Customer SupportLearn how to align customer success and customer support teams by defining handoffs, ownership, responsibilities, and processes to prevent churn and confusion.

Calculating Upsell [Legacy]Understand how legacy midterm upsell is calculated in ClientSuccess, with examples showing how ARR, MRR, and TSV change when seats are added midterm.

Customer Onboarding OverviewGet an overview of the ClientSuccess customer onboarding program, including the team roles, framework, prerequisites, and kickoff preparation PDF.

Customer Pulse Reason Report: How to Win Hearts and Change Minds at the Executive TableWatch a video on the Customer Pulse Reason Report in ClientSuccess and how to use Pulse data to communicate customer health to executives.

Developing a Commercial MindsetLearn how CSMs develop a commercial mindset and earn a seat at the executive level by revisiting goals and KPIs, holding standing meetings, and over-delivering.

Engagement Report: How to Effectively Plan for CSM Capacity with Data to Prove ItWatch a video on using the Engagement Report in ClientSuccess to plan CSM capacity and workload with engagement data to support staffing decisions.

Frequently Asked QuestionsFrequently asked questions on ClientSuccess contacts, clients, engagements, alerts, renewals, email automation, SuccessCycles, SuccessScore, and Pulse.

Goals: Building, Tracking and Reporting on SuccessWatch a video on Goals in ClientSuccess covering how to build, track, and report on customer success goals and outcomes for your clients.

How to Build a Culture of Customer SuccessLearn five strategies to build a company-wide culture of customer success, from aligning CSMs to customer goals and KPIs to using feedback and being proactive.

Managing and Optimizing Engagement Tracking in ClientSuccessWatch a video on managing and optimizing engagement tracking in ClientSuccess to monitor client touchpoints, interactions, and CSM activity.

Mastering the Pulse ScoreWatch a video on mastering the Pulse score in ClientSuccess, the CSM-driven sentiment indicator used to track and communicate customer health.

Overview of ClientSuccessGet a video overview of ClientSuccess modules: Client Screen, SuccessCycles, to-dos, Pulse, SuccessScore, Engagements, Scorecard, revenue, and alerts.

Powering Your Playbooks with SuccessCyclesWatch a video on powering customer success playbooks with SuccessCycles in ClientSuccess to standardize lifecycle stages, tasks, and best practices.

Quick-Start guideFollow the ClientSuccess quick-start guide: connect email, set up SuccessCycles, client types, reason codes, alerts, users, products, and client data.

Reporting - Managing the Metrics that Power Your BusinessWatch a video overview of ClientSuccess reporting and how to manage the customer success metrics that power your business, from health to revenue.

Risk Mitigation Best PracticesLearn risk mitigation best practices to decrease churn, including tracking usage patterns, watching organizational changes, and building relationships high and wide.

SuccessScore: Defining, Designing and Mastering Customer Health in ClientSuccessWatch a video on SuccessScore in ClientSuccess covering how to define, design, and master a customer health score for your client portfolio.

The Customer Success DictionaryUnderstand key customer success terms with this dictionary covering onboarding, usage, engagement, health score, NPS, CSAT, churn, renewal, upsell, and adoption.

The Digital Touch - Customer Success at ScaleWatch a video on digital touch strategies for scaling customer success, using automation and tech-touch engagement to manage large client segments.

The Renewal Health Report - How to Log Your Way to a Crystal Clear Visual ForecastWatch a video on the Renewal Health Report in ClientSuccess and how logging renewal health builds a clear visual forecast of upcoming renewals.

Tracking and Managing Upsell, Cross-Sell and Down-Sell Revenue in ClientSuccessWatch a video on tracking upsell, cross-sell, and down-sell revenue in ClientSuccess using subscriptions to manage expansion and contraction.

Usage Data: How to Ingest It and Use It to Power Your Customer StrategyWatch a video on ingesting product usage data into ClientSuccess and using it to power your customer success strategy and health insights.

Who Should Own Renewal Management?Understand who should own renewal management, comparing three models where sales, customer success, or a separate account team owns expansion and renewals.