Customer Success
XBuddy Customer Success is the retention engine for your existing customer base. It scores account health, raises alerts when that health changes, tracks upcoming renewals, measures satisfaction with NPS, structures onboarding, and drives repeatable retention motions through playbooks — while also running a Tier-1 support Helpdesk and the SLA policies that govern it. The goal: see churn coming and act before revenue slips.
Renewals are also where Customer Success and CRM meet directly: a renewal is a single record shared by both apps, so a CSM working the CS renewals board and an account executive working the CRM pipeline are always looking at the same deal.
Who uses it: CS managers owning the renewal number, CSMs running onboarding and playbooks, support agents resolving Helpdesk tickets, and revenue leaders tracking retention. Because health, renewals, and Helpdesk tickets all reference the same CRM account, one customer’s full post-sale story lives in a single place.
Before you start
Prerequisites
| You need | Why | Where |
|---|---|---|
| Accounts and contacts | Health, renewals and playbooks all hang off a customer record | /crm/accounts, /crm/contacts |
| A health scoring configuration | Without it every account scores the same and segments carry no signal | /customer-success/settings |
| CS reps (and optionally teams) | Ownership decides who sees what and who a playbook assigns to | /customer-success/reps |
| At least one playbook template | Playbooks are what turn a health alert into actual work | /customer-success/playbooks/templates |
| Contracts or subscriptions | Renewals need something with an end date to renew | /crm/contracts, /service-management/contracts |
Permissions that unlock each area
| Permission | Unlocks |
|---|---|
customer_success:read / :write / :admin | The app, its records, its reports |
customer-health:read | Health scores and the per-account detail |
health-alerts:read | The alert queue |
renewals:read / :write / :delete | The renewal pipeline |
nps:read / :write / :respond / :delete | Surveys and responses |
onboarding:read / :write | Onboarding runs and templates |
playbooks:read / :write | Playbook templates |
playbooks:execute | Trigger a playbook against an account |
playbooks:view_runs / :complete_task | Watch runs; tick off tasks |
tickets:read / :write / :assign / :close | The helpdesk queue this app owns |
⚠️
The helpdesk here is not Service Management’s ticket queue. This app owns /customer-success/helpdesk; Service Management owns /service-management/tickets. Different tables, different permissions. Granting one does not grant the other.
Which records you see
Health, alerts and renewals are owner-scoped, and single-record reads fail closed with a 404 when the record sits outside your tier. Alerts and helpdesk are enforced: true, so narrowing a role’s tier genuinely narrows the queue rather than only hiding the menu.
Key Features
- Customer Health scoring that combines usage, engagement, and support signals
- Health Alerts raised automatically when an account’s health segment changes, with dedupe so you don’t get paged twice for the same drop
- Renewals on a single pipeline shared with CRM, with tenant-defined stages, an individual owner, and an optional owning CS team
- NPS Tracking for satisfaction surveys and trend
- Structured Onboarding with reusable templates
- CS Playbooks — repeatable retention motions with tracked Playbook Runs
- A Tier-1 support Helpdesk — a separate queue from Service Management’s ticket system, with a formal promotion path between the two
- SLA Management for response/resolution commitments
- CS Teams and CS Reps for team-based ownership and visibility
- Reports on retention, health distribution, and SLA compliance
- AI Hub with the CS Guardian and Support Concierge assistants
Screen map
| Screen | Route | What it is for | Permission |
|---|---|---|---|
| Overview | /customer-success | Portfolio health, alerts, upcoming renewals | customer_success:read |
| Health | /customer-success/health | Every account scored and segmented | customer-health:read |
| Account health | /customer-success/health/[contactId] | The score’s components and its trend | customer-health:read |
| Health alerts | /customer-success/health-alerts | Segment changes that need a human | health-alerts:read |
| Helpdesk | /customer-success/helpdesk | The CS ticket queue | tickets:read |
| Helpdesk ticket | /customer-success/helpdesk/[id] | Conversation, resolution | tickets:read |
| New ticket | /customer-success/helpdesk/new | Intake | tickets:write |
| Renewals | /customer-success/renewals | The renewal pipeline | renewals:read |
| Renewal detail | /customer-success/renewals/[id] | Stage, value, owner | renewals:read |
| New renewal | /customer-success/renewals/new | Open one manually | renewals:write |
| NPS surveys | /customer-success/nps | Survey campaigns | nps:read |
| Survey detail / responses | /customer-success/nps/[id], /[id]/responses | Results, verbatims | nps:read |
| Onboarding | /customer-success/onboarding | Live onboarding runs | onboarding:read |
| Onboarding detail | /customer-success/onboarding/[id] | Steps and progress | onboarding:read |
| Onboarding templates | /customer-success/onboarding/templates, /[id] | Reusable programmes | onboarding:read |
| Playbook runs | /customer-success/playbooks/runs | What is executing right now | playbooks:view_runs |
| Playbook templates | /customer-success/playbooks/templates | The library | playbooks:read |
| Template edit / translations | /customer-success/playbooks/templates/[id]/edit, /customer-success/playbooks/templates/[id]/translations | Authoring, localisation | playbooks:write |
| Create template | /customer-success/playbooks/templates/create | New playbook | playbooks:write |
| CS reps | /customer-success/reps, /reps/[id] | The roster and each rep’s book | customer_success:read |
| CS teams | /customer-success/teams | Team grouping; opt-in | customer_success:read |
| Reports | /customer-success/reports | CS reporting | customer_success:admin |
| Settings | /customer-success/settings, /customer-success/settings/playbooks | Scoring and playbook config | customer_success:admin / playbooks:read |
| Automation | /customer-success/automation/agents, /automation/workflows | AI agents and workflows | agents:read / workflow:read |
Important features
Full feature reference
| Nav item | What it does |
|---|---|
| Dashboard | CS landing view with retention KPIs, health distribution, upcoming renewal value, and open-ticket counts. |
| Customer Health | Account health scoring blending usage, engagement, tickets, and payment into a trended score with drill-down. |
| Health Alerts | Deduplicated alerts raised automatically when an account’s or contact’s health segment worsens; scoped to what you own or your CS team owns. |
| Renewals | The single, shared renewal pipeline with CRM — tenant-defined stages, terminal-stage lock, individual owner + optional CS team, and support-status tracking. |
| NPS Tracking | Net Promoter Score surveys, responses, and trend to gauge satisfaction over time. |
| Onboarding | Live onboarding plans with milestones and owners tracking a new customer’s first weeks. |
| Onboarding Templates | Reusable onboarding plan blueprints for a consistent customer start. |
| CS Playbooks | Wires a playbook template to a trigger condition, turning it into an active, automatically-launching play. |
| Playbook Runs | Active and completed executions of playbooks against specific accounts, tracked step-by-step. |
| Playbook Templates | Reusable playbook blueprints defining the ordered steps of a motion. |
| Helpdesk | The CS Tier-1 support queue (a separate table from Service Management’s tickets) with lifecycle, portal access, and a promote-to-Service-Management path. |
| SLA Management | Configure the shared SLA policy catalog (response/resolution deadlines by priority) and review Service Management’s compliance report. |
| CS Teams | Team-based ownership for renewals, health, and accounts — only shown once your tenant enables CS team assignment. |
| CS Reps | Directory of customer-success representatives. |
| Reports | CS reporting hub: retention, health distribution, NPS trend, and SLA compliance with CSV export. |
| AI Hub | Run CS AI assistants (CS Guardian, Support Concierge) and review their retention/support suggestions. |
| Workflows | Automation for CS events — e.g. launch a playbook on a health drop or alert an owner on a lapsing renewal. |
| Settings | Configure health-score weights, SLA policies, playbook triggers, data scope, and CS master data. |
Integration points
| Connects to | How the data flows |
|---|---|
| CRM | Health, renewals, and Helpdesk tickets all reference the same CRM account. Renewals go further: the CS renewals pipeline and CRM’s Service Renewals view read and write the same underlying record, not a copy. |
| Finance | Closing a renewal as won can generate the follow-on contract/invoice; retainer and renewal value feed revenue forecasting. |
| Service Management | A Helpdesk ticket can be promoted into a Service Management ticket when it needs to become a formal, billable engagement; the two ticket queues otherwise stay independent. |
| Communications | Ticket and survey responses can arrive through connected email/chat channels and log automatically. |
Related AI agents
| Agent | What it does |
|---|---|
| CS Guardian | Watches account health and renewal timing, flags churn risk early, and proposes retention actions inline on the account. |
| Support Concierge | Triages and drafts responses for tickets, spots SLA-breach risk, and suggests the next resolution step. |