Plan onboarding projects—milestones, tasks, owners, dependencies, and customer communications in one workspace.
Track success plans, adoption, risks, and health scores to drive outcomes and proactive engagement.
Manage renewals and expansion opportunities with forecasts, playbooks, stakeholders, and next steps.
Administer partner tiers, requirements, benefits, training, and performance tracking in a single program hub.
Capture deal registrations, co-sell activity, and attribution—pipeline, stages, notes, and outcomes by partner.
Track key lifecycle moments such as go-lives, QBRs, adoption phases, and executive touchpoints with automated workflows.
Capture customer and partner issues, escalate risks, assign owners, and track resolution with full visibility and accountability.
Provide real-time visibility into health trends, renewal risk, expansion opportunities, and partner performance for leaders and teams.
Customer data often lives across multiple systems, leaving teams fragmented. SmartSuite unifies onboarding, health scoring, renewals, partner tiers, and co-sell workflows in one platform — ensuring every team sees the same information and collaborates from a shared source of truth.
SmartSuite connects tasks, notes, QBRs, renewal actions, partner-submitted opportunities, and success plans in a single workspace. Real-time updates and shared records reduce delays and miscommunication between CSMs, AEs, Partner Managers, and Support teams.
Yes — SmartSuite’s intuitive, modern UI makes it easy for busy CSMs, TAMs, Partner Managers, and RevOps teams to understand workflows, update customer data, and complete tasks with minimal training.
SmartSuite consolidates onboarding trackers, health score spreadsheets, partner program tools, deal registration portals, project systems, and renewal trackers into one connected platform — reducing tool sprawl and data inconsistency.
CSMs and Partner Managers can track health indicators, usage trends, escalations, issues, and renewal timelines with automated alerts — enabling teams to intervene early and prevent churn or partnership decline.
Connected workflows for renewals, expansions, and co-sell opportunities provide better forecasting accuracy, clearer owner accountability, and real-time pipeline visibility for GTM leaders.
Partner tiers, benefits, certifications, deal registrations, and obligations are fully tracked in one system with audit trails, approval workflows, and version-controlled documentation.
Absolutely — SmartSuite’s no-code configuration lets teams adapt success plans, partner tiers, health models, and renewal workflows without engineering. This makes the suite ideal for SMB, mid-market, and enterprise-level programs.
Chief Customer Officer (CCO)
Oversees customer satisfaction, retention, expansion, and long-term customer value across the organization.
- Benefit Statement:
SmartSuite gives CCOs unified visibility into customer health, churn risk, and growth opportunities — enabling confident, data-driven leadership.
- Benefit Source:
Executive dashboards, lifecycle workflows, health scoring models, and forecasting analytics.
Strategic Customer Oversight
Reviews portfolio-level health, churn risk, and expansion signals across all customers.
Risk Forecasting:
Identifies early warning indicators and systemic risks impacting retention or adoption.
Executive Reporting:
Delivers board- and exec-ready summaries on NRR, onboarding progress, and CS effectiveness.
VP / Head of Partnerships
Owns partner strategy, program performance, enablement, and partner-led revenue outcomes.
- Benefit Statement:
SmartSuite centralizes partner programs and co-sell workflows, improving visibility and consistency across the ecosystem.
- Benefit Source:
Partner records, tier governance, co-sell tracking, and program dashboards.
Program Performance
Reviews sourced/influenced pipeline, partner engagement, and tier distribution.
Partner Governance
Tracks requirements, certifications, and benefits eligibility across the partner base.
Ecosystem Reporting
Provides leadership-ready insights into partner contribution and program health.
VP / Director of Customer Success
Leads the Customer Success organization and defines lifecycle strategy, coverage models, and engagement standards.
- Benefit Statement:
SmartSuite standardizes lifecycle workflows and provides real-time visibility into team performance and customer outcomes.
- Benefit Source:
Health models, lifecycle automation, dashboards, and workload analytics.
Team Performance Tracking:
Monitors CSM workload, account coverage, and engagement levels.
Customer Segmentation
Segments customers by size, health, lifecycle stage, and strategic importance.
Renewal Pipeline Management
Oversees upcoming renewals, risk levels, and expansion opportunities in one view.
Customer Success Operations Manager
Owns CS workflows, tooling, health scoring models, reporting standards, and operational consistency.
- Benefit Statement:
SmartSuite gives CS Ops a unified data and workflow layer to improve visibility and reduce manual coordination.
- Benefit Source:
Dashboards, automation, linked records, and AI Assist.
Health Model Governance
Builds and refines scoring based on usage, sentiment, and support signals.
Reporting & Segmentation
Maintains dashboards and segmentation logic for coverage and prioritization.
Workflow Optimization
Automates reminders, playbooks, and lifecycle handoffs across CS.
Customer Success Manager (CSM)
Owns day-to-day customer relationships, adoption, retention, and expansion.
- Benefit Statement:
SmartSuite consolidates all customer signals into one workspace, enabling proactive, informed engagement.
- Benefit Source:
Unified customer records, tasks, dashboards, success plans, and communication history.
Account Management
Tracks goals, success plans, tasks, meetings, and communications in one place.
Health Monitoring
Reviews health scores, usage trends, and risk indicators to prioritize outreach.
Renewal Readiness
Prepares renewals with clear timelines, risk assessments, and stakeholder alignment.
Implementation Manager
Oversees onboarding delivery, project coordination, and time-to-value for new customers.
- Benefit Statement:
SmartSuite standardizes onboarding execution with milestone-driven playbooks and clear accountability.
- Benefit Source:
Onboarding workflows, task automation, templates, and dashboards.
Onboarding Execution
Manages tasks, dependencies, and deliverables through go-live.
Milestone Tracking
Tracks onboarding phases and flags delays early.
Stakeholder Coordination
Aligns internal teams and customer contacts through shared visibility.
Renewals Manager
Owns renewal forecasting, renewal execution workflows, and churn mitigation across the customer base.
- Benefit Statement:
SmartSuite centralizes renewal timelines, risks, and actions — improving predictability and retention outcomes.
- Benefit Source:
Renewal pipelines, health indicators, automated reminders, dashboards.
Renewal Forecasting
Tracks upcoming renewals and risk levels with portfolio visibility.
Risk Mitigation
Coordinates action plans with CS and Support for at-risk accounts.
Execution Tracking
Manages renewal workflows, approvals, and close-out tasks.
Support Manager
Oversees support operations, escalations, and issue resolution impacting customer satisfaction and renewals.
- Benefit Statement:
SmartSuite links support activity to customer context, enabling faster resolution and better prioritization.
- Benefit Source:
Linked cases, escalation workflows, dashboards, and cross-team visibility.
Escalation Management
Tracks critical issues tied to health, renewals, or strategic accounts.
Workload & SLA Monitoring
Reviews volume, response times, and backlog trends.
CS Collaboration
Aligns with CSMs on high-impact issues and resolution timelines.
Revenue Operations Manager (Customer Lifecycle)
Owns lifecycle reporting, renewal/expansion forecasting, and cross-functional process governance across post-sale stages.
- Benefit Statement:
SmartSuite provides a shared system of record for lifecycle performance, improving alignment and forecasting accuracy.
- Benefit Source:
Dashboards, linked records, workflows, and governance controls.
Lifecycle Analytics
Tracks onboarding velocity, renewal coverage, and expansion pipeline health.
Process Governance
Standardizes definitions, stages, and required fields for lifecycle workflows.
Forecast Reporting
Provides leadership with predictable renewal and expansion reporting.
Partner Operations Manager
Manages partner onboarding, tier requirements, benefits administration, and operational execution of partner programs.
- Benefit Statement:
SmartSuite standardizes partner program operations with visibility into requirements, engagement, and performance.
- Benefit Source:
Partner records, tier governance, requirement tracking, automation.
Partner Onboarding
Manages partner setup steps, enablement tasks, and documentation.
Tier Management
Tracks requirements, certifications, and eligibility status.
Program Operations
Maintains dashboards for partner engagement and program health.
Partner Manager / Channel Manager
Manages day-to-day partner relationships, enablement, and co-selling collaboration.
- Benefit Statement:
SmartSuite gives partner managers a complete view of partner activity, pipeline influence, and enablement progress.
- Benefit Source:
Co-sell tracking, partner scorecards, dashboards, and tasks.
Partner Engagement
Tracks enablement, touchpoints, and joint activities.
Co-Sell Collaboration
Coordinates deal registration and co-selling workflows with Sales.
Performance Reviews
Reviews partner performance trends and identifies improvement opportunities.
Partner Sales Manager / Alliance Sales Lead
Drives partner-sourced pipeline, co-sell execution, and partner revenue outcomes in coordination with Sales teams.
- Benefit Statement:
SmartSuite operationalizes partner deals with clear routing, ownership, and visibility across the pipeline.
- Benefit Source:
Deal registration workflows, opportunity linkage, dashboards, and approvals.
Deal Registration
Routes partner-submitted deals through approval and assignment workflows.
Pipeline Visibility
Tracks partner-sourced and influenced pipeline through stages.
Revenue Attribution
Reports partner contribution to revenue outcomes.
Legal Reviewer (Partner & Customer Agreements)
Reviews partner agreements, co-sell terms, and customer contract changes tied to renewals or expansions.
- Benefit Statement:
SmartSuite streamlines legal reviews and preserves decision history for audit-ready governance.
- Benefit Source:
Approval workflows, version history, audit trails, document repositories.
Agreement Review
Reviews and approves partner or customer agreement changes.
Decision Traceability
Documents approvals, exceptions, and conditions.
Renewal Support
Supports contract updates required for renewal or expansion.
Finance Partner (Renewals & Billing)
Supports renewal billing, invoicing coordination, and financial governance across lifecycle stages.
- Benefit Statement:
SmartSuite provides Finance clear visibility into renewals and expansions tied to billing, approvals, and timing.
- Benefit Source:
Linked renewal records, approvals, dashboards, and documentation history.
Billing Coordination
Tracks renewal timing, invoicing needs, and payment status.
Approval Oversight
Reviews discounting or commercial exceptions where required.
Financial Reporting
Monitors renewal and expansion performance metrics.