Plan and execute onboarding tasks, milestones, and dependencies to ensure consistent activation and time-to-value.
Combine usage, engagement, support trends, and sentiment into dynamic health scores for proactive risk detection.
Track customers across onboarding, adoption, renewal, and expansion stages with automated lifecycle workflows.
Manage renewals, upsells, and expansion opportunities with clear ownership, timelines, and forecasting visibility.
Capture NPS, surveys, feedback, and qualitative insights to inform success strategies and product decisions.
Log risks, issues, and escalations, assign owners, and track resolution to prevent churn and disruption.
Define customer goals, success criteria, and deliverables, and track progress against expected outcomes.
Provide real-time visibility into health trends, churn risk, renewals, and expansion potential for CS leaders.
Customer information is often scattered across CRM systems, support tools, spreadsheets, and email threads.
SmartSuite unifies onboarding milestones, health scores, support history, usage insights, and renewal timelines in one platform — ensuring every team operates from a single source of truth.
CSMs, TAMs, support teams, and product managers collaborate on shared customer records with automated workflows, contextual conversations, and real-time updates — enabling faster action and reducing friction across handoffs.
SmartSuite’s intuitive, modern UI is designed for rapid onboarding.
Guided workflows, consistent layouts, and role-based dashboards help new team members quickly understand accounts, processes, and lifecycle expectations.
Instead of juggling separate tools for onboarding, support, usage analytics, renewals, tasks, and reporting, SmartSuite consolidates all customer workflows into one platform — reducing complexity and improving visibility.
Live dashboards provide real-time insight into customer health, adoption trends, churn risks, renewal forecasts, and expansion opportunities — enabling proactive decisions and better team coaching.
SmartSuite automates recurring tasks like onboarding milestones, renewal reminders, risk alerts, QBR preparation, and follow-up tasks — reducing manual work and accelerating customer outcomes.
By combining product usage signals, support interactions, survey results, and lifecycle stage data, SmartSuite helps teams identify risks early and take action before issues escalate.
SmartSuite’s no-code tools allow CS leaders to refine health score formulas, expand lifecycle frameworks, roll out new playbooks, and onboard new teams without relying on engineering — ensuring long-term scalability.
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 / 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 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.
Technical Account Manager (TAM)
Supports technical onboarding, integrations, troubleshooting, and complex product adoption needs.
- Benefit Statement:
SmartSuite provides TAMs with centralized technical context and workflow visibility across teams.
- Benefit Source:
Linked usage data, issues, technical tasks, and escalation workflows.
Technical Onboarding:
Coordinates setup, integrations, and implementation milestones.
Issue Resolution:
Tracks escalations, root causes, and fixes with full cross-team visibility.
Product Adoption Support
Monitors technical usage patterns and flags blockers impacting adoption.
Customer Success Analyst / CS Ops
Drives analysis, forecasting, segmentation, and lifecycle optimization for the CS organization.
- Benefit Statement:
SmartSuite centralizes CS data and automates reporting, enabling faster insights and better decisions.
- Benefit Source:
Dashboards, automation, AI Assist, and linked customer data.
Health Scoring
Builds and refines health models using usage, engagement, and support data.
Forecast Analytics
Analyzes churn risk, renewal timing, and expansion trends.
Churn & Risk Modeling
Identifies patterns that predict churn or upsell opportunity.
Implementation Specialist
Manages onboarding execution and ensures customers reach initial value quickly.
- Benefit Statement:
SmartSuite standardizes onboarding with playbooks and milestone-driven workflows.
- Benefit Source:
Milestone workflows, task automation, onboarding templates.
Onboarding Execution
Manages tasks, dependencies, and deliverables from kickoff to go-live.
Milestone Tracking
Tracks progress against onboarding phases and identifies delays early.
Stakeholder Alignment
Coordinates internal teams and customer stakeholders with shared visibility.
Support Manager / Head of Customer Support
Oversees support operations, escalations, and issue resolution impacting customer experience.
- Benefit Statement:
SmartSuite connects Support and CS workflows, improving prioritization and resolution of high-impact issues.
- Benefit Source:
Linked cases, escalation workflows, dashboards, and cross-team visibility.
Escalation Management
Tracks escalated issues tied to customer health or renewals.
Workload & SLA Monitoring
Reviews ticket volume, response times, and backlog trends.
CS Collaboration
Shares visibility with CSMs on high-impact issues and resolution status.
Renewals Manager / Revenue Retention Manager
Owns renewal forecasting, risk mitigation, and execution across the customer base.
- Benefit Statement:
SmartSuite centralizes renewal timelines, risks, and stakeholders — improving predictability and reducing churn.
- Benefit Source:
Renewal pipelines, health indicators, automated reminders, and dashboards.
Renewal Forecasting
Monitors upcoming renewals, risk levels, and expansion opportunities.
Risk Mitigation
Flags at-risk renewals early and coordinates action plans with CS and Support.
Execution Tracking
Manages renewal workflows, approvals, and close-out tasks consistently.
Customer Marketing Manager
Drives advocacy, engagement campaigns, references, and lifecycle marketing initiatives.
- Benefit Statement:
SmartSuite gives Customer Marketing a structured way to identify advocates and coordinate programs.
- Benefit Source:
Linked customer records, lifecycle stages, dashboards, and automation.
Advocate Identification
Identifies promoters, reference-ready customers, and case study candidates.
Lifecycle Campaigns
Coordinates adoption, expansion, and advocacy campaigns aligned to customer stage and health.
Cross-Team Enablement
Shares customer stories, references, and insights with Sales and Partnerships.