Unclassified

Account Success Domain

Domain Purpose: Customer lifecycle management, renewal, expansion, and health optimization

Overview

The Account Success domain is responsible for managing the complete customer lifecycle within Spine Workspace. It provides the operating model, context, and workflows needed for customer success teams to effectively manage accounts, drive renewals, identify expansion opportunities, and mitigate risks.

Key Insight: Account Success is not a separate CRM system. It is a domain projection of the shared Spine Fabric, with domain-specific views, context, capabilities, skills, Twin behavior, and workflows that connect to existing source systems like Salesforce, HubSpot, Gainsight, and others.

Quick Navigation

Domain at a Glance

Core Entities

  • Account - The customer organization
  • Customer - The buying entity
  • Contact - Individual stakeholders
  • Contract - Legal and commercial agreement
  • Opportunity - Sales and expansion deals
  • Usage - Product adoption and feature usage
  • Ticket - Support cases and issues
  • Health Score - Account wellness metric
  • Success Plan - Strategic customer success plan
  • QBR - Quarterly Business Review

Key Metrics

  • Renewal Rate - Percentage of contracts renewed
  • Net Revenue Retention - Expansion vs churn
  • Customer Satisfaction - CSAT and NPS scores
  • Health Score Distribution - Accounts by health status
  • Adoption Rate - Feature and product usage
  • Response Time - Time to resolve customer issues

Primary Views

  • Account Portfolio - All accounts I manage
  • At-Risk Accounts - Accounts needing attention
  • Renewals Pipeline - Upcoming contract renewals
  • QBR Schedule - Quarterly business reviews
  • Customer Health - Health score dashboard
  • Expansion Opportunities - Upsell and cross-sell

The Four Perspectives

1. Human Workbench

What the CSM sees:

  • Portfolio of managed accounts
  • At-risk account alerts
  • Renewal deadlines
  • Health scores and trends
  • Customer communications
  • Recent activity and interactions

2. AI Workbench

What Twin does:

  • Account health analysis
  • Renewal risk prediction
  • Context assembly for customer meetings
  • Proactive alerts and recommendations
  • Draft customer communications

3. System Flow

How Spine processes:

  • Ingests CRM, support, usage, and billing data
  • Builds account context from multiple sources
  • Maintains continuity of customer interactions
  • Projects domain-specific views

4. Execution Flow

How work is done:

  • Read from Salesforce, Gainsight, Zendesk
  • Write back updates and notes
  • Trigger workflows (renewal, escalation, QBR)
  • Coordinate across systems
  • Capture receipts for Spine continuity

Getting Started

  1. Connect your CRM - Integrate Salesforce, HubSpot, or other CRM
  2. Connect Support - Link Zendesk, Freshdesk, or other support systems
  3. Connect Billing - Integrate with Stripe, Zuora, or billing systems
  4. Define Account Model - Configure your account hierarchy and properties
  5. Set up Health Scoring - Define health score metrics and thresholds
  6. Launch Workbench - Start using the Account Success workbench

Domain Contract

# Account Success Domain Contract
domain: account-success
description: "Customer lifecycle management and success"

# Primary entities
entities:
  - Account
  - Customer
  - Contact
  - Contract
  - Opportunity
  - Usage
  - Ticket
  - HealthScore
  - SuccessPlan
  - QBR

# Key relationships
relationships:
  - Account has many Contacts
  - Account has many Contracts
  - Account has many Opportunities
  - Account has many Tickets
  - Account has HealthScore
  - Account has SuccessPlan
  - Account has many QBRs
  - Contract belongs to Account
  - Opportunity belongs to Account

# Projection rules
projections:
  account-portfolio:
    base: Account
    filter: assigned_to = current_user
    sort: health_score ASC, renewal_date ASC
    
  at-risk-accounts:
    base: Account
    filter: health_score <= 3 AND renewal_date <= +30d
    
  renewals-pipeline:
    base: Contract
    filter: renewal_date BETWEEN today AND +90d
    sort: renewal_date ASC

Next Steps