High-Touch Customer Success
This page is under construction. Full content is coming soon.
High-touch customer success is a relationship-driven model where CSMs work closely with a focused set of strategic accounts — typically enterprise or high-ARR customers — through regular check-ins, dedicated onboarding, and proactive outreach. FunnelStory centralizes account health, engagement signals, and AI-generated insights so you can run a high-touch motion without manually piecing together data before every conversation.
Building Your Book of Business
The Accounts page (/accounts) is your primary workspace. It lists every account you own with columns for ARR, renewal date, health score, activity score, feature adoption, license utilization, support sentiment, and conversation sentiment. Use the Assignee filter to scope the view to your accounts only.
Focus Areas (/focus-areas) narrows this further to the accounts that need your attention today. The default modes — Top 10 by Revenue, Top 10 by Lowest Health Score — surface the accounts where proactive engagement matters most. The Overview, Accounts, and Needle Movers tabs give you a starting point for each session.
Understanding Account Health
Each account is automatically assigned one of three Health Tags based on its engagement pattern and conversation sentiment:
| Tag | What it means |
|---|---|
| Risk (red) | Monthly or stale engagement combined with negative or neutral sentiment |
| Caution (yellow) | Neutral or negative sentiment with declining engagement momentum |
| Opportunity (green) | Daily or weekly engagement with positive or neutral sentiment |
Health Tags update continuously as new activity arrives. You can view them in the Overview tab of any account detail page. To configure the rules that drive tagging, go to Configuration → Health Tags.
Preparing for Customer Calls
Before a call, open the account detail page and review the Overview tab. It shows subscription status, renewal countdown, activity score, feature adoption trend, support sentiment, and conversation sentiment — everything you need to understand where the account stands without pulling data from multiple tools.
The Timeline (right panel of the Overview tab) shows a chronological log of all account activity — emails, meetings, Slack conversations, support tickets, and CRM updates — so you arrive with context on recent interactions.
Monitoring Signals Between Calls
Needle Movers (/needle-movers) surfaces insights extracted from customer emails, Slack conversations, meeting transcripts, and support tickets. The system consolidates related mentions (for example, multiple references to "pricing concerns" across different channels become one Needle Mover) and updates every 12 hours. Each card shows a summary, the source, the impact level, and the original excerpts so you can read the raw context.
For high-touch accounts, check the Needle Movers tab in Focus Areas daily — it scopes the signal feed to your prioritized accounts only.
Tracking Renewal Risk
FunnelStory's prediction model scores every account for churn risk and retention likelihood using six months of historical activity data. Predictions appear in the Renewal Management view and on each account's detail page with an outcome (Retention, Churn, or Neutral), a confidence score, and the positive and negative signals that drove the score.
For high-touch accounts, watch the prediction trend over time. A score moving from Neutral toward Churn — even at low confidence — is a signal to schedule a call before the risk solidifies.
Assigning and Coordinating Across the Team
Each account has an Assignees section in the Overview tab. Use Assign Users to add AEs, SEs, or executive sponsors so the full account team is visible. Changes sync to your CRM via FunnelStory's CRM sync, keeping Salesforce or HubSpot up to date without manual entry.
Automating Recurring Tasks
Use Agents (/agents) to automate repeatable parts of your high-touch workflow — for example, sending a Slack alert when a strategic account's health tag changes to Risk, or creating a follow-up task when a new Needle Mover with high impact appears. Agents support time-based and event-based triggers including activity change, signal, and new Needle Mover.