Customer goals, onboarding, attention, churn learning — no health score.
In Founder mode, open GO TO MARKET in the founder sidebar and choose Customer Success. Support fixes what broke; this page asks whether each customer is actually getting what they came for, and catches the quiet signs early.
Press Add a customer. Choose Someone new, or Already in Relationships to pick a person you already track — one record, the same timeline. Add their plan, when they became a customer, a renewal date if there is one, and what they want to accomplish. A first user who becomes a customer arrives here by themselves.
Open a customer and press Edit. Write their goal, what successful use looks like, and what is in the way. Under Their goal, add progress as evidence, and when they reach their outcome press Record it with the evidence. You can also note why they said they bought and why they stay — those feed Sales and the strategy signal.
Onboarding has twelve steps — before (context, their goal, plan, expected first value), during (setup, first action, questions answered, blockers cleared) and after (activation, first value, follow-up, success milestone). Tick each when it is done. Onboarding counts as finished when they reach activation. The Onboarding tab lists everyone still onboarding and their next step.
Press Success action and name the customer progress you want — help them complete their first project, not send an email. It lands in your Command Center and on their timeline. Start a playbook — new customer, inactive customer, expansion or renewal — to copy its steps onto the customer; tick them as you go, or press Track it to make a step a commitment. Nothing runs by itself.
Every status — Onboarding, Active, Needs attention, Renewal upcoming, Expanded, Inactive, Churned — is worked out from what you recorded and says why. There is no health score, and a customer with no activity recorded is never called inactive. The Overview's Needs attention list shows unresolved issues, onboarding not finished after 14 days, renewals coming up, and anyone gone quiet after reaching activation — each with the evidence and a suggested next action.
Requests & Issues lists who needs a response today and why. Record a request or issue in the customer’s own words; MFJ suggests a category you confirm. Draft a response, send it to Product as feedback, or make a follow-up. Issues reported by two or more customers are grouped. The AI Customer Success Partner answers who needs a response and what keeps coming up, from these records.
Press Record what they said and choose feedback, bug, feature request, success story, objection or churn signal, with a short theme. Send any one to Product. On Learning, the same theme from several customers can go to Product as one theme — Product's feedback card then shows how many customers are affected, with the records attached.
For a success story, press Ask for permission to share: your companion drafts the request for you to edit and send yourself, and the story shows Asked — waiting. Mark They said yes or They said no. Only a yes lets you Send to Marketing, where it shows under In your customers' words. Nothing is ever published from here.
When a customer leaves, press They left: why (too expensive, didn't need it, didn't understand the value, missing capability, technical problem, switched solution, business changed, other), what you learned, whether it could have been prevented and how, what should change, and where the lesson belongs. Retention & churn counts the reasons and links each area. Retention shows plain counts and says not enough history yet until there is.
When three or more customers say they stay for the same reason, Learning shows it beside the value on your Startup Profile and asks whether your strategy still describes why customers stay. Record in Strategy adds it to Strategy's notes; Not now leaves it. What Sales sees lists customers who succeeded, expansion openings, objections and why customers bought.
Open Help customers succeed in the app (sign-in required).