Existing Business · CS + AM
Customer Success & Account Management
Catch churn risk early and surface expansion at the right moment — so net revenue retention rises without adding CSM headcount. Built on Vitally, Mixmax, Momentum, and Gong.
What CS & AM get: churn flagged before the renewal, and expansion surfaced the moment it's real.
Retention & health at a glance
RevOps Performance
Pipeline health and forecast governance
Updated today
Pipeline coverage
3.2x of 4.0x target
Quarterly attainment
Trailing 8 quarters
Net revenue retention, run as an engine
Post-sale revenue is decided by two owners working in parallel — and by catching risk and whitespace early, while there is still time to act.
Two owners, one engine
Two clocks, not a baton.
Expansion loop
Usage hits a tier, a new team adopts, utilization crosses threshold, or the buying committee grows.
Whitespace map: products owned vs eligible, seats deployed vs licensed — sizes the $ opportunity.
AM gets an expansion brief, business-case talking points, and a ready-to-run QBR pack.
Expansion opportunity created with its own commit category — rolled into the same forecast as new business.
Benchmark scorecard — targets
Top-quartile enterprise SaaS. 100% is the floor.
Enterprise gross retention target.
Annual, enterprise segment.
Hit the agreed first-value milestone on or ahead of plan.
% of accounts activated by day 90.
Segmentation & coverage economics
Top ARR and strategic accounts. Named CSM coverage, defined CSM-to-ARR ratios, and account-load caps so the highest-value relationships never get thin.
The long tail, served by automation and in-product guidance. Scales coverage without scaling headcount one-for-one.
The differentiator is outcome proof — continuous, co-authored value and ROI dashboards. Not annual check-ins.
Health drop or milestone slip
Usage decline, ticket surge, sentiment shift, stalled onboarding, or renewal nears.
Risk → play; renewal brief
Momentum scores risk + assembles a renewal brief; routes to CSM (adoption) or AM (commercial).
Right owner alerted
CSM gets the save-play; AM gets the renewal/expansion cockpit. Mixmax launches the sequence.
Health + renewal updated
Health tiers, renewal stage/commit, risk flags, and expansion opps written back.