How Customer Success Works
Health scores, NPS surveys, onboarding checklists, and how Customer Success connects to CRM, ticketing, and billing.
What Customer Success does
Customer Success helps you proactively manage client relationships — not just reactively respond to support tickets. It gives you health scores to identify at-risk accounts before they churn, NPS surveys to gather structured feedback, and onboarding checklists to ensure new clients get value quickly.
Health Scores
Each CRM company has a Customer Health Score — a calculated number (0–100) that reflects the state of the relationship. The score is calculated from weighted signals across the platform:
| Signal | What it captures |
|---|---|
| Open ticket count | High unresolved ticket volume = lower score |
| SLA breach rate | Frequent breaches = lower score |
| Invoice overdue | Unpaid invoices = lower score |
| Recent NPS rating | Low NPS feedback = lower score |
| Engagement (portal logins) | Active portal use = higher score |
| Onboarding completion | Incomplete onboarding = lower score |
| Contract renewal status | Upcoming or overdue renewal = attention flag |
You configure the weights for each signal in Customer Success → Settings — different businesses care about different signals.
The score updates automatically as underlying data changes. A client who was amber last week might go green after their backlog of tickets is cleared.
The Customer Success dashboard
The dashboard shows all your clients grouped by health status:
- Green (Healthy) — Scores 70–100
- Amber (At Risk) — Scores 40–69
- Red (Critical) — Scores 0–39
Focus on the amber and red clients — these are where intervention is needed before the client churns or escalates.
NPS Surveys
Send Net Promoter Score surveys to clients to get structured satisfaction feedback:
- Go to Customer Success → NPS and create a new survey campaign
- Choose which contacts to survey (by company, by tier, or individually)
- Set the send schedule and the question phrasing
- Responses are collected and scored (Promoter / Passive / Detractor)
- NPS results appear on the company record and feed into the health score
Client Onboarding
When a new client starts (whether triggered by a won deal or manually), create an Onboarding Plan for them:
- Go to Customer Success → Onboarding → + New Onboarding Plan
- Select the client company and an onboarding template (e.g. MSP Onboarding, SaaS Client Setup)
- The template generates a checklist of tasks — some for your team, some for the client
- Tasks assigned to the client appear on their portal with a completion button
- Progress is tracked with an overall completion percentage
Onboarding completion is one of the signals in the health score — a client who hasn't finished onboarding after 30 days is flagged amber automatically.
How Customer Success connects to the rest of the platform
CRM: Health scores and NPS results are visible on the CRM company record. Customer Success is accessed from the company's tabs.
Service Desk: Ticket volume and SLA breach rates from the Service Desk feed into the health score automatically.
Billing: Invoice overdue status from Billing contributes to the health score.
Portal: Onboarding tasks assigned to the client appear in their portal. Client portal login frequency is tracked as an engagement signal.
Contracts: Upcoming contract renewals are flagged in the health dashboard.
Where to go next
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