Success Overview
Success is BuildBetter's Customer Success workspace. It brings together customer signals, contracts, billing state, product usage, CRM context, shipped-release matching, and durable follow-up work so CSMs can decide what to do next without jumping across systems.
Info: Success is gated by the
successfeature flag./successroutes to/success/healthwhen enabled and to/success-unlockwhen disabled.
Success Sections
The in-app Success nav starts with a Control Panel and Dashboard, then provides focused sections for account health, trials, contracts, pipeline, re-engagement, releases, and follow-up work.
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Durable account follow-up queue with evidence, drafts, review state, and links into customer context.
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Risk and renewal triage. Health scores, risk factors, ARR exposure, renewal pressure, and payment state.
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Trial and prospect prioritization. Conversion likelihood, trial urgency, expected value, and source filters.
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Contract and subscription ledger from Salesbricks and Stripe. MRR, ARR, renewal dates, payment state, and source reconciliation.
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Opportunity board and table from Attio and/or Salesbricks, enriched with Health and Convert context.
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Closed-lost revival queue. Salesbricks-backed lost deals, re-engagement scoring, and account context.
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Match customer requests to shipped work and draft "we shipped this" follow-up. The route is
/success/close-the-loop;/success/releasesredirects there. -
Check shipped releases against your documentation sources and review findings for missing, stale, or hard-to-find docs. Requires the
knowledge_gapsflag.
Control Panel, Dashboard, and Inbox
The Success landing experience includes:
- Control Panel for quickly navigating to the right Success workflow.
- Dashboard summaries for account health, contract exposure, upcoming renewals, and related customer movement.
- Success Inbox for follow-ups, customer additions, identity cleanup, health movement, trial changes, and close-the-loop work.
- CSV export for customer health data from the Success home experience.
Company Search
Search works across Health, Convert, Contracts, Pipeline, Re-engage, and Releases. You can find companies by name, domain, contacts, owners, and related context, then jump into the right Success section.
Customer Detail
Customer Detail is the account hub behind the sections. Open it from Health, Convert, Contracts, Pipeline, or Re-engage to see score, activity, revenue sources, account context, HubSpot enrichment, risk factors, and account-scoped chat.
Core Concepts
| Concept | What It Means |
|---|---|
| Health score | 0-100 account score derived from adoption, payment state, renewal pressure, and BuildBetter signals. |
| Risk factors | Explanation-first score contributors, such as low adoption, past-due payment, renewal pressure, or customer escalations. |
| Routed account | An account moved from one Success section to another, such as Health -> Convert or Pipeline -> Re-engage. |
| Revenue source | A Salesbricks contract or Stripe subscription attached to a customer account. |
| Connected source | An integration that supplied live page data, such as Salesbricks, Stripe, PostHog, Attio, HubSpot, or Salesforce. |
| Demo mode | Sample Pied Piper data used by several sections to preview the workflow before live integrations are connected. |
How the Sections Work Together
Success is not six isolated tabs. It is a customer workflow:
1. Start from the Control Panel or Follow-ups
Use the Control Panel for navigation, or open Follow-ups when you want a queue of account work that cuts across Success sections.
2. Route the Account
Send an account to Convert, Pipeline, Contracts, or Re-engage when the next action belongs there.
3. Work in the Destination Section
Use the destination page's queue, filters, detail sheet, or board to decide the next customer motion.
4. Open Customer Detail
Use the account hub for call history, signals, revenue sources, and account-scoped chat.
Examples:
- Health -> Convert: A trial account is at risk but still likely to upgrade.
- Convert -> Pipeline: A trial has become a real opportunity.
- Pipeline -> Contracts: A deal is signed and needs renewal/payment tracking.
- Contracts -> Health: A renewal or payment issue creates new account risk.
- Releases -> Re-engage: A shipped feature removes the blocker from a closed-lost deal.
- Releases -> Follow-ups: A shipped feature matches customer requests and needs outreach.
- Releases -> Knowledge Gaps: A shipped feature has no documentation page to point customers at.
- Health -> Follow-ups: An account's score or risk changes enough to require review.
Data Sources
| Source | What It Powers |
|---|---|
| Salesbricks | Contracts, orders, trial metadata, deal stages, closed-lost reasons, renewal context. |
| Stripe | Subscriptions, invoices, payment state, MRR/ARR enrichment, trial detection. |
| PostHog | Product usage, active-user counts, adoption and recency inputs. |
| Attio | Pipeline source of truth and editable stage movement when connected. |
| HubSpot | Optional company enrichment on Customer Detail and optional pipeline source filtering when available. |
| Salesforce | Optional pipeline source filtering when available. |
| BuildBetter | Calls, signals, feedback, projects, requests, activity feed, and risk evidence. |
| GitHub / RSS / manual shipped features | Release catalog for Close the Loop and re-engagement coverage. |
See Settings & Data for setup details.
Setup Readiness
The newer Success sections are backed by a shared setup/readiness contract. For Convert, Contracts, Pipeline, Re-engage, and Close the Loop, the backend can report:
- Reused systems, such as CRM company identity, metadata projection, existing integration providers, signals, and workflow runtime.
- Connector readiness: connected, available, or provider missing.
- Fast paths to CRM, integrations, Health, Convert, Signals, Feedback Ops, or Workflows.
- Next steps for connecting sources or materializing snapshots.
This keeps the new sections tied to existing BuildBetter primitives instead of creating a parallel customer database.
Demo and Empty States
Several sections expose Preview with demo data when required live sources are missing. Demo mode loads Pied Piper sample data and does not write to your workspace. Re-engage currently requires Salesbricks live data and does not expose a demo preview in the component.
Tip: Start in Health. Once the critical queue is under control, move to Convert for trials, Contracts for renewal/payment risk, Pipeline for opportunities, and Releases for close-the-loop outreach.