Occupation. Customer Success

Catch churn signals before customers catch you off guard

ZendeskIntercomGainsightHubSpotTotango

Net Revenue Retention, at-risk health scores, ticket SLA, and expansion pipeline. spread across your support tool, your CRM, and your CS platform. RapidDashboard gives CS teams a single view that turns reactive firefighting into proactive account management.

Schedule a demo

Sound familiar?

You find out an account is at risk when they submit a cancellation request . weeks earlier when the usage signals were there.
NRR looks fine in aggregate, but you suspect one or two cohorts are dragging the number. and proving it requires a Gainsight export and a pivot table.
Ticket SLA reports exist, but they don't connect to account health. so you don't know if the customers missing SLA are also your highest churn risk.
Expansion pipeline lives in the CRM, but CS-driven upsells aren't tagged consistently. so marketing gets the attribution and CS can't show its revenue impact.

Try the demo: one prompt → full dashboard

Click a prompt. Charts and KPIs update for that scenario (sample data).

Generated from

"Show me Net Revenue Retention by customer cohort (signup year). which cohorts are below our 110% target?"

Blended NRR
108%
-2pts vs target
Best Cohort
2022
124% NRR
Worst Cohort
2024
91% NRR
  • 2024 cohort NRR at 91%. high churn in months 4–6 suggests an onboarding or time-to-value gap.
  • 2022 cohort expanding at 124%. strong expansion candidates, average contract size up 31% at renewal.
AI-generated report (sample)

Blended NRR is 108%, 2 points below target. The 2024 cohort is the concern at 91% NRR. churn is concentrated in months 4–6, pointing to a time-to-value gap in onboarding. The 2022 cohort is a strong expansion signal at 124% NRR. Recommend a 60-day onboarding review and a targeted expansion play for the 2022 cohort.

Generated from

"Which accounts have a health score below 60 and a renewal date within 90 days. show me the CSM owner and last activity."

At-Risk Accounts
7
Below score 60
ARR at Risk
$284K
90-day window
No CSM Touch
3
30+ days silent
  • Meridian Group. health score 38, $68K ARR, renewal in 41 days. CSM last contact was 34 days ago.
  • 3 at-risk accounts have no CSM activity in 30+ days. executive escalation recommended.
AI-generated report (sample)

7 accounts below health score 60 have renewals in 90 days. $284K ARR at risk. Meridian Group is the most urgent: $68K ARR, score of 38, renewal in 41 days, and no CSM contact in 34 days. Recommend immediate executive outreach on Meridian and a CSM activity review for the 3 silent accounts.

Generated from

"What is our ticket SLA compliance rate by tier this week. and which accounts are experiencing the most SLA breaches?"

Overall SLA Rate
88%
-7pts vs target
Enterprise SLA
96%
On target
SMB SLA
79%
Below threshold
  • SMB tier SLA at 79%. 3 accounts with 4+ SLA breaches this week correlate with health scores below 55.
  • Enterprise SLA holding at 96%. weekend coverage staffing model is working for high-value accounts.
AI-generated report (sample)

Overall SLA compliance is 88%, driven down by the SMB tier at 79%. Three SMB accounts with repeated SLA breaches this week are also in the at-risk health score bucket. breach frequency is a leading churn indicator for this segment. Recommend priority routing rules for repeat-breach SMB accounts.

Generated from

"Show me CS-driven expansion pipeline by account. which accounts are ready for upsell conversations and what is the total expansion opportunity?"

Expansion Pipeline
$412K
CS-identified
Ready to Engage
11 accounts
Health score 80+
Avg Opp Size
$37K
Per account
  • Top 3 expansion accounts total $148K. all have health scores above 85 and active usage of new features.
  • 4 expansion-ready accounts have not been contacted by their CSM in 21+ days. opportunity at risk of cooling.
AI-generated report (sample)

CS-identified expansion pipeline is $412K across 11 accounts. Top 3 opportunities total $148K. all high-health, high-usage. Four accounts haven't been touched in 21+ days despite being expansion-ready. Recommend immediate outreach from CSMs and a joint CS-Sales call on the two largest opportunities this week.

How we connect your systems

Customer Success data is split across your CS platform, your support tool, and your CRM. We connect all three so health scores, tickets, and revenue are in the same view.

SystemWhat we pullConnection path
CS Platform (Gainsight, Totango, ChurnZero)Health scores, NRR by segment, renewal dates, CSM activityOfficial APIs. scheduled sync into your private data store.
Support (Zendesk, Intercom, Freshdesk)Ticket volume, SLA rates, breach counts, CSAT scores by accountVendor-supported APIs. support data linked to account health records.
CRM (HubSpot, Salesforce)ARR, renewal date, expansion opportunities, contract termsREST API integration. revenue data joined to health and support signals.

What you can build

Retention & churn

  • NRR by cohort & segment
  • At-risk account alerts
  • Churn reason tracking

Support quality

  • SLA compliance by tier
  • CSAT trends by CSM
  • Repeat-breach flags

Expansion revenue

  • CS-sourced pipeline
  • Upsell readiness scoring
  • Renewal forecast

CS reports

  • Weekly at-risk review
  • Monthly QBR prep
  • Board NRR narrative

Customer data requires strict access control

Account health scores, support tickets, and contract values are sensitive to both your customers and your competitive position. RapidDashboard stores everything in a private data store with CSM-level access controls. each rep sees their accounts, leadership sees the full picture. Enterprise AI configurations that don't train on your customer data.

Schedule a demo