Grow and Renew Customers

Turn customer data into renewal and expansion action.

Customer Success Engine uses account, opportunity, activity, transcript, health, churn, expansion, and renewal signals to help teams prioritize customers, generate handoff plans, and act before revenue is at risk.

Customer Success EngineUse every customer signal to protect revenue and grow accounts.
Request a demoTalk to the success team

Customer Success Engine is available for teams working with GTM Engine on post-sale health, renewal, and expansion workflows. Talk to our success team to see whether it is a fit for your motion.

Customer growth from the same GTM data model

Bring post-sale teams into the revenue model that created the customer.

Customer success teams cannot manage renewals and expansion from lagging health scores, scattered handoff notes, and subjective CSM updates. GTM Engine applies the same unified data model used for pipeline generation and sales execution to post-sale accounts.

Customer revenue graph

Health recalculated
Adobe

Adobe

$420K ARR · Renewal Oct 18

Health 74

Jun 14

Champion praised analytics workflow

Jun 20

Support ticket on Finance permissions

Jul 02

Procurement asked about consolidation

Jul 09

Four new users activated

42

Churn risk

Medium

86

Expansion

High

78

Renewal

Best case

Cross-team interpretation

Renewal risk

Vendor consolidation mentioned

CSM notified

Expansion signal

Finance workflow demand

Sales alerted

Handoff context

Champion and outcomes retained

Account updated

Next action

Executive value review

Task created

Renewal forecast and expansion campaign updated

2 actions run

Post-sale signals extend the same customer history that Sales and Marketing already built before the deal closed.

The operating flow

How Customer Success Engine turns signal into action.

Follow the full process from the first decision through the resulting revenue action. Each stage builds on the records, evidence, and outcomes created before it.

One Customer Health workspace

Prioritize post-sale accounts from structured health and renewal signals, not anecdote.

Customer Health gives post-sale teams one shared workspace for customer accounts, churn risk, expansion readiness, renewal indicators, handoffs, and next actions.

  • Customer Health gives post-sale teams one shared workspace for customer health, churn risk, expansion readiness, renewal indicators, CSM churn rates, and sales-to-CS handoffs.
  • Account queues show filtered customer accounts with health, churn, expansion, and renewal fields.
  • Churn risk and expansion routes redirect to Customer Health so teams work from one surface.
  • Genie helps prioritize customers, explain churn and expansion signals, and guide next actions.

Health and risk signals from real customer context

Customer health draws from the same account, activity, transcript, and AI-field model.

The strongest post-sale signal often appears before a renewal conversation: in calls, emails, opportunity history, account context, and configured health rubrics.

  • Customer health can draw from account fields, activities, transcripts, opportunity history, AI analysis, and configured health rubrics.
  • Propensity-style research signals can help customer teams spot churn or upsell signals.
  • AI auto-fill fields can create structured customer-health values such as risk factors, renewal notes, next steps, health reasoning, and expansion signals.
  • Reports and dashboards can filter and chart AI-populated customer fields.

Sales-to-CS handoffs that preserve deal context

CS starts with the context sales already earned, not a blank handoff doc.

Customer Success Engine carries Closed Won context forward so CS can understand the customer history, stakeholders, blockers, methodology evidence, and commitments.

  • Users can generate handoff plans for recently or upcoming Closed Won opportunities.
  • Handoff plans are saved to account AI fields for CS review.
  • Opportunity records already contain activity history, contacts, methodology evidence, blockers, notes, summaries, and Path to Close context.
  • Meeting Prep and notes can carry forward context that CS needs.

Renewal Forecast built like Pipeline Forecast

Apply the same forecast model to renewal confidence and customer risk.

Renewal Forecast connects post-sale revenue inspection to the structured-field pattern already used for new-business forecast.

  • Renewal Forecast shows renewal confidence, renewal forecast category, and upcoming customer handoffs.
  • Renewal Forecast reuses forecast context with pipeline_purpose = "renewal" so Genie answers with renewal and customer-risk framing.
  • The same structured-field pattern that powers new-business forecast can apply to renewal confidence and customer risk.

Configure Customer Success logic

Define what a customer is, how health is scored, and which workflows keep the model current.

CS Ops and RevOps can configure the post-sale model so health, churn, renewal, and expansion workflows reflect the team's operating logic.

  • Customer Success Config lets admins choose a customer account template.
  • Template creates a saved account report and stores filter configuration in organization customer-success settings.
  • Admins can edit account-health guidelines used by health, churn, renewal, and expansion workflows.
  • CS workflow coverage shows default workflows needed to generate fields that power Grow Customers.
  • Genie uses settings context to help configure the surface.

Extend customer intelligence across GTM

Customer data should feed retention, expansion, content, and RevOps action.

Customer Success Engine is not isolated from sales and marketing. Its value comes from reusing customer signals across the full GTM model.

Four engines. One shared GTM model.

ContentEngineCampaignEngineSalesEngineCustomerSuccessEngine
GTM EngineGTM Engine

The same workflows and agents power every motion, so outbound, sales, content, and customer success all pull from and contribute to one data foundation.

Platform architecture

One outcome, powered by one connected platform.

These are not separate point products. Each module reads from and contributes to the same identity, activity, intelligence, and action layer.

Shared foundation

Unified revenue data model

Module 01

Unified Revenue Data

Accounts, opportunities, activities, transcripts, AI fields, reports, dashboards, workflows, and renewal context stay connected post-sale.

Module 02

Customer Success Engine

Customer Health, Renewal Forecast, Customer Success Config, handoff plans, health guidelines, workflow coverage, and Genie guidance operate together.

Module 03

Workflows & Agents

AI fields and workflows keep churn risk, expansion readiness, renewal notes, health reasoning, and handoff plans current.

Choose your starting point

Start where the pain is sharpest.

Enter through one measurable workflow, then expand without rebuilding the data foundation.

Path 01

Start with customer health

Prioritize accounts by health, churn risk, expansion readiness, renewal indicators, and next actions.

Shared model → This workflow → Expand
Path 02

Start with sales handoffs

Carry Closed Won context, methodology evidence, blockers, contacts, and notes into CS review.

Shared model → This workflow → Expand
Path 03

Start with renewal forecast

Inspect renewal confidence and customer risk with the same structured-field pattern used for pipeline.

Shared model → This workflow → Expand

Why GTM Engine

Built as the post-sale extension of the GTM data model.

Customer Success Engine connects sales history, opportunity data, activities, transcripts, health guidelines, AI fields, renewal forecast, and next actions instead of isolating CS in another dashboard.

Comparison 01

Against CS platforms

✓

Traditional CS platforms often rely on manual health inputs and product-usage data alone. GTM Engine connects the full GTM history: sales context, opportunity data, activities, transcripts, health guidelines, AI fields, and renewal forecast.

Comparison 02

Against CRM renewal dashboards

✓

CRM dashboards show fields. GTM Engine can generate and explain those fields from customer activity, account context, and workflows.

Comparison 03

Against spreadsheets and handoff docs

✓

Handoff plans and health signals live on the account model where CS, RevOps, sales, reports, dashboards, and Genie can use them.

Comparison 04

Against standalone health scores

✓

The value is not one score. It is the ability to inspect why the score exists, what signals changed, and what action should happen next.

Questions worth asking

Honest about availability, evidence, and customer context.

Customer Success Engine is positioned as an intelligence and action layer for teams working with GTM Engine on post-sale health, renewal, and expansion workflows.

Adoption principle

Start with one painful workflow. Prove the outcome. Expand on the same model.

01We already have a CS platform.+

GTM Engine can be the intelligence and action layer that connects customer health to the full revenue data model, especially where sales handoff, renewal forecast, RevOps workflows, and customer voice matter.

02Health scores are subjective.+

GTM Engine emphasizes configurable health guidelines, AI-field reasoning, activity and transcript evidence, reports, and human review.

03CS data is different from sales data.+

Yes, but the account, contact, opportunity, activity, transcript, and workflow model is shared. GTM Engine extends the same operating model post-sale.

04Is this available now?+

Customer Success Engine is available for teams working with GTM Engine on post-sale health, renewal, and expansion workflows. Talk to our success team to see whether it is a fit for your motion.

05Will CSMs have to maintain another customer record?+

The customer view extends the account, contact, opportunity, activity, and transcript history already built before Closed Won. New post-sale signals enrich that same context instead of creating a parallel customer database.

06How do we prevent automated health scores from driving the wrong action?+

Health guidelines, source evidence, AI-field reasoning, workflow conditions, and human review make the decision path visible. Sensitive renewal or escalation actions can remain approval-based.

Connected revenue motions

Connect sales history, customer signals, and growth motions.

Customer Success Engine works best when post-sale signals stay connected to the same account, activity, workflow, and content model used across GTM.

Unified GTM Data Model

See how post-sale signals fit the same account and activity model.

Explore →

Close Pipeline

Use sales context and Closed Won history to power handoffs.

Explore →

Automate RevOps

Configure the workflows and health guidelines behind customer signals.

Explore →

Create Market-Backed Content

Turn customer proof and desired outcomes into case studies and renewal content.

Explore →

Generate Pipeline

Use expansion readiness and customer signals to target the right growth motions.

Explore →

See the team perspective

CS Leaders

Use complete customer context to manage handoffs, health, renewals, and expansion.

Explore →

RevOps

Automate data quality, routing, enrichment, and operational workflows.

Explore →

Marketing Leaders

Use customer language, attribution, and account data to drive campaigns and content.

Explore →