Modernizing Customer Success
SmartSuite centralizes onboarding, health scoring, renewals, expansion opportunities, and customer communication — giving Customer Success teams the visibility and automation they need to strengthen relationships, reduce churn, and drive long-term growth.
One Platform for Connected Customer Success
SmartSuite centralizes onboarding, health scoring, communications, renewal tracking, and expansion management.Gain real-time customer visibility, collaborate seamlessly, and automate lifecycle workflows to improve retention and customer satisfaction.
Unified Account View
Customer history, usage, tickets, tasks, and communications in one place.
Health Scoring
Combine product usage, engagement, feedback, and support trends into actionable scores.
Lifecycle Automation
Standardize onboarding, adoption, and renewal playbooks.
Renewal & Expansion Tracking
Track timelines, risks, and opportunities.
Core Capabilities of the Customer Success Suite
SmartSuite provides all the tools needed to manage the full customer lifecycle in one unified platform.
Strengthen customer retention with proactive visibility and coordinated execution.
Centralize onboarding, health scoring, success plans, renewals, and escalations in one connected workspace. SmartSuite links customer signals to actions and outcomes—providing real-time insight, faster intervention, and predictable growth across the customer lifecycle.
Streamline Customer Onboarding & Activation
Standardize onboarding steps, automate tasks, and ensure smooth handoff from Sales to CS.
Highlights:
- Milestones and timelines
- Automated reminders
- Cross-team coordination
Monitor Health & Engagement in Real Time
Combine product usage, activity history, and feedback into a single health score.
Highlights:
- Custom scoring models
- Alerts for declining engagement
- Health dashboards
Manage Renewals & Reduce Churn Risk
Identify risks early and automate renewal workflows.
Highlights:
- Renewal timelines
- Churn risk indicators
- Automated follow-up
Drive Expansion With Data-Backed Insights
Identify upsell and cross-sell opportunities based on product adoption and maturity.
Highlights:
- Expansion workflows
- Usage insights
- Linked sales opportunities
Unite Sales, Success, Support, and Product
Share customer context across teams to improve communication and response time.
Highlights:
- Linked records
- Shared dashboards
- Unified communication
Built For Modern Customer Success Teams
SmartSuite brings enterprise-grade customer success management with consumer-grade usability. Choose the rollout path that fits your CS motion today—and expand as customer complexity, scale, and retention goals grow.
Adopt a Single Capability
Begin with Customer Onboarding Plans, Health Scoring, or Renewal Tracking—prove value fast and expand from there.
Roll Out a Full Category
Enable customer success end-to-end—connecting onboarding, success plans, health indicators, escalations, and renewals in one coordinated system.
Deploy the Entire Customer Success Suite
Standardize customer lifecycle management with shared visibility, automated workflows, and real-time dashboards—delivering proactive engagement, reduced churn, and predictable growth across your customer base.
See How SmartSuite Transforms Customer Success
Experience how SmartSuite unifies onboarding, health scoring, communication, and renewals — empowering CS teams to reduce churn, expand revenue, and build stronger customer relationships.
The Connected Value of SmartSuite Customer Success
Quantifiable improvements achieved when organizations unify onboarding, health scoring, renewals, and customer communication in SmartSuite.
Source: TSIA Customer Onboarding Benchmark, 2023 — integrated onboarding tools shortened activation cycles by 25–35%.
Faster Customer Onboarding Cycles
Centralized onboarding workflows, task assignments, and cross-team communication reduce delays and improve time-to-value for new customers.
Source: Gainsight Customer Success Operations Study, 2023 — automation reduced manual coordination by 20–30%.
Reduction in Manual Follow-Ups & Coordination
Automated reminders, health score updates, and renewal triggers cut down repetitive admin tasks across CS, Sales, and Support.
Source: Forrester Customer Lifecycle ROI Report, 2022 — unified health visibility improved renewal forecasting by ~25–30%.
Higher Renewal & Expansion Visibility
Real-time dashboards unify customer health, risks, and product usage insights, enabling earlier intervention and stronger renewal outcomes.
Source: McKinsey Cross-Functional Productivity Study, 2023 — collaborative platforms increased joint efficiency by 30–35%.
Improved Cross-Functional Collaboration
Shared customer records, activity history, and messaging threads enable Sales, Support, Product, and Success teams to work collaboratively toward shared outcomes.
Key Benefits of the Customer Success Solution Suite
Modern customer success teams require unified visibility, proactive engagement tools, and connected workflows across CS, Sales, Support, and Product. SmartSuite delivers a single platform to strengthen relationships, reduce churn, and drive expansion.
Customer Visibility & Insights
Consolidate onboarding tasks, account details, communications, health scores, and usage in one record.
Track adoption, engagement, support trends, and sentiment to identify risk early.
Give Sales, Support, CS, and Product shared visibility into customer context and status.
Visualize adoption trends, risk indicators, and engagement metrics for QBRs and reviews.
Spot early warning signs from behavior changes, tickets, surveys, and usage patterns.
Identify upsell and cross-sell opportunities based on maturity and product usage.
Execution & Efficiency
Trigger check-ins, onboarding milestones, renewals, and escalations automatically.
Standardize onboarding with structured workflows and clear ownership.
Keep renewals predictable with timelines, alerts, and integrated deal workflows.
Centralize conversations, emails, and notes within the customer record.
Link issues to cases, product gaps, and feature requests for faster resolution.
Automate lifecycle actions such as NPS follow-up, risk mitigation, and stage transitions.
Retention, Confidence & Strategic Growth
Provide leadership with accurate forecasts based on unified customer health data.
Track lifecycle stages to identify accounts ready for expansion or advocacy.
Identify promoters, manage references, and structure customer advocacy programs.
Protect customer data with permissions, audit trails, and role-based access.
Support SMB, mid-market, and enterprise customer success models in one platform.
Customize health models, workflows, and renewal processes without developers.
Strengthen Customer Relationships With Connected Workflows
SmartSuite eliminates tool sprawl and manual processes. Automate lifecycle workflows, collaborate in real time, and maintain unified visibility across accounts and teams.
How the SmartSuite Platform Powers Customer Success
SmartSuite connects customer data, communications, usage insights, tasks, and reporting — enabling unified, proactive Customer Success.
Customize health models, workflows, templates, and dashboards without engineering support.
Automate onboarding steps, renewals, follow-ups, and lifecycle tasks.
Summarize accounts, identify risks, and prepare renewal briefs instantly.
Connect accounts → contacts → usage → tickets → health → renewals → expansions.
Monitor health, engagement, renewals, churn indicators, and expansion opportunities.
Protect customer data with role-based access, audit trails, and compliance tools.
Connect Customer Data Across Teams
SmartSuite unifies Sales, CS, Support, and Product data in one platform — eliminating handoff gaps and giving every team full customer context.
Automate the Customer Lifecycle
Standardize onboarding, adoption, escalation, renewal, and expansion processes with automated task assignments and reminders.
Gain Real-Time Customer Insight
Health dashboards and customer timelines help teams spot risks, identify opportunities, and take proactive action.
AI Assist & Governance Strengthen CS Execution
AI Assist accelerates account reviews, customer summaries, and renewal prep, while governance tools ensure data accuracy and consistency.
The SmartSuite Platform:
Powered by Eight Interconnected Frameworks
The SmartSuite Platform consists of eight interconnected frameworks that provide a foundation for designing, automating, analyzing, and governing connected workflows.
Build structured, relational data models using tables, fields, and records that ensure consistency and scalability across workflows.
Design and tailor workflows visually with structured data models, clear progression, and intuitive interfaces for every step.
Streamline work with triggers, conditions, and multi-step actions that eliminate manual effort and orchestrate end-to-end processes.
Embed intelligence into workflows with AI that analyzes data, supports decisions, and automates complex steps securely.
Platform
Enable contextual collaboration with comments, file sharing, notifications, and external access—all governed by SmartSuite permissions.
Visualize and analyze data using dashboards, charts, and real-time reports that update instantly across your workspace.
Connect SmartSuite to your ecosystem using native integrations, iPaaS connectors, APIs, and webhooks for seamless data flow.
Protect data with role-based access, authentication controls, audit history, and enterprise-grade governance that scales organization-wide.
Security and Governance, Built for Enterprise Scale
SmartSuite provides fine-grained, role-based permissions that protect data without slowing innovation. Define access down to the record, field, or workflow level, enforce compliance with SSO, 2FA, and IP restrictions, and maintain a complete audit trail of every action. With SmartSuite, governance and agility work together — innovation moves fast, and your security moves with it.
Control visibility by user, role, or team.
SSO, 2FA, and IP restrictions built-in.
Track every change for 3+ years.
SOC 2, GDPR, and enterprise governance ready.
Work Seamlessly — Anytime, Anywhere, on Any Device
Stay connected and productive wherever you are. SmartSuite works flawlessly across web, tablet, and mobile, so your team can manage projects, collaborate, and automate workflows in real time — whether in the office, remote, or on the go.
The Platform That Connects Customer Data, Health, and Engagement
SmartSuite gives Customer Success teams one place to view onboarding, lifecycle stage, health signals, risks, and renewal insights — all linked to daily workflows.
Role-Based Capabilities for Customer & Partner Operations
SmartSuite empowers every customer-facing and partner-facing role — from executives to CSMs and Partner Managers — with connected workflows, real-time insights, and proactive lifecycle management. Each persona uses SmartSuite to strengthen relationships, improve retention, and accelerate revenue growth.
Executive Leadership
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.
Customer Success Leadership
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-Facing Roles
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.
Customer-Facing Roles
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.
Operational & Enablement Roles
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.
Operational & Enablement Roles
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, Renewals & Growth Roles
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.
Support, Renewals & Growth Roles
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.
Support, Renewals & Growth Roles
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.
Built for Every Customer & Partner-Facing Role
Whether you work in Customer Success, Partnerships, Implementation, Support, or Revenue Operations, SmartSuite provides the tools needed to deliver consistent, proactive relationship management.
Flexible Pricing Designed for Every Organization
Whether you’re a growing team or a global enterprise, SmartSuite’s pricing adapts to how your business works.
Choose platform-wide access with user-based pricing or tailor licenses to your organization’s scale and structure with our solution-based model.
User-Based Pricing
provides access to the entire SmartSuite platform under one per-user license, perfect for connected workflows across teams and departments.
Solution-Based Pricing
is purpose-built for enterprises with thousands to tens of thousands of users, offering the flexibility to license only the specific SmartSuite Solutions needed for scale, compliance, and control.
User-Based Pricing: Simplify Access Across Every Team
Our Team, Pro, and Enterprise plans make it easy to scale access across your organization. Each licensed user
can access all SmartSuite solutions — with predictable pricing that grows as you do.
- One per-user license for all SmartSuite solutions.
- Ideal for organizations connecting workflows across departments.
- Seamlessly scalable across teams and business functions.
- Available in Team, Pro, and Enterprise plan tiers.
unified access.
- SmartSuite AI
- Min 3 Billable Users
- Unlimited Solutions
- 5,000 Records per Solution
- 50GB of File Storage
- 30 Days Recycle Bin
- SmartSuite AI
- Min 5 Billable Users
- Unlimited Solutions
- 100,000 Records per Solution
- 100GB of File Storage
- 45 Days Recycle Bin
- Folders
- Gmail and Outlook Integrations
- Advanced Permissions
- SmartSuite AI
- Min 10 Billable Users
- Unlimited Solutions
- 400,000 Records per Solution
- 500GB of File Storage
- 60 Days Recycle Bin
- SSO
- SCIM User Provisioning
- SCIM-Synced User Groups
- Audit Logs
- IP Address Restrictions
- Data Loss Prevention (DPL)
- European Data Residency
- Premium Support
Solution-Based Pricing: Purpose-Built for Enterprise Scale
For global organizations and regulated industries requiring complex governance or large-scale rollouts, SmartSuite offers a Solution-Based pricing model. This model allows enterprises to license specific SmartSuite Solutions — such as GRC, ITSM, or Procurement — for tens of thousands of users, tailored to their exact needs.
- Tailored Licensing — Structure licenses by department, region, or regulatory requirement.
- Purpose-Built for Scale — Designed for enterprises managing thousands of users.
- Customizable Agreements — Includes the ability to tailor terms and access levels to meet unique business needs.
- Enterprise Confidence — Built for large financial institutions, insurers, and global enterprises who require high-performance
and governance.
- Audit Management
- Issues Management
- Operational Resilience
- Business Impact Analysis (BIA)
- Incident Management
- Crisis Management
- Enterprise Risk Management:
- Third-Party Risk
- Vendor Portal
- Cyber Threat Management
- RCSA (Risk & Control Self-Assessment):
- Issues Management
- Business Structure
- Contract Management
- Policy Management
- Regulatory Change Management
- SOC 2 Compliance
- CRI Profile Compliance
- Control Framework & Regulatory Libraries
- Compliance Assessments & Testing
- ESG & Sustainability Management
Compare Our Pricing Models
Frequently Asked Questions
Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.
SmartSuite offers four plan types: Team, Pro, Enterprise, and Signature.
- Team, Pro, and Enterprise Plans use a per-user pricing model with feature and usage limits designed to scale as your organization grows.
- Signature Plan provides per-solution pricing for enterprises that need to license specific SmartSuite Solutions — such as GRC, ITSM, or Procurement — for large user populations with advanced governance and support requirements.
You can start by filling out the partner program registration form here.
By signing up to the Service Provider Partner Program you agree to our terms and conditions.
There is no cost. However, there are additional eligibility requirements to join.
First, you must be a customer of SmartSuite to be eligible to participate in the Service Provider Partner program. We believe it is important for all of our partners to be active SmartSuite users (minimum 5 active account members). It’s difficult to recommend a SaaS product that you do not see value in using yourself!
Additionally, you must have 15+ employees and $1.5M in annual revenue to join our network of solution partners.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
Flexible Pricing for Customer & Partner Teams
Choose per-user or per-solution pricing to support onboarding, renewals, success planning, and partner ecosystem programs.
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Getting Started with SmartSuite
Learn the SmartSuite layout: workspace, Solutions, Views, Records. See how to navigate, search, filter, and create items to get productive fast.
Understand the Homepage layout: sidebar, header, search, and activity. Pin favorites, review assignments, and launch Solutions with one click. Make it your daily command center.
See your data from every angle. Learn Grid, Kanban, Calendar, and more. Switch views, sort and filter, group records, and save personal or shared views for repeatable workflows.
Explore SmartSuite field types: text, number, date, select, user, files, links, formulas, lookups, and more. Learn when to use each to capture, calculate, relate, and display data clearly.
Your command center: one Dashboard to track goals, tasks, and dependencies. Mix charts with lists, watch trends over time, and click through to fix issues immediately.
Automations do the busywork. Set a trigger, choose actions—notify people, update fields, create records, send webhooks—and let SmartSuite run it whenever conditions are met.
Set permissions once, scale safely. Use solution roles, table permissions, and saved views with filters to expose only relevant records to each team or stakeholder group.
Prompt-driven automations. Provide instructions with placeholders for record fields; AI uses that context to produce exactly what you need, then the automation stores or sends it.
Use Formula fields to calculate values from other fields. Combine math, logic, and text to automate totals, statuses, scores, and dynamic results across records. Quickly.
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Star items you use most to access them fast. Keep important Solutions, Views, and records pinned for quick access and a more focused daily workflow.
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Explore case studies, onboarding guides, co-sell playbooks, and partner program templates to help scale customer and partner excellence.