Customer success
Support is reactive. Success is not.
Onboarding, adoption, milestones, renewals and check-ins — kept deliberately light, because customer success in a thirty-person company is one person with a list, not a department with a methodology.
Optional, and genuinely optional
Plenty of businesses need support and not success. When it is off there is no menu item and no empty screen prompting you to try it.
Onboarding is where churn is decided
Most customers who leave in year one were lost in the first month. Tracking whether onboarding actually completed is the highest-return part of this.
It reads from support, not a separate world
Adoption, health and case history come from what already happened. A success function maintaining its own parallel view of the customer is a second source of truth.
In this area
6 pages under Customer success.
Each one is its own surface in the product, and each one is here because it does something the others do not.
Customer onboarding
Did this customer actually get started?
ReadAdoption
Are they actually using what they pay for?
ReadMilestones
The moments worth noticing in a customer's life.
ReadRenewals
The date, and everything that will decide it.
ReadCheck-ins
Planned conversations, with something to say.
ReadSuccess plans
For the handful of accounts that justify one.
ReadThe rest of Resolivo
This is one part of one loop.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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