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Feature Deck — Account Success
Feature-by-feature breakdown of every capability in the Account Success product.
Universal product. Applied to any industry where you manage accounts, clients, or relationships.
1. Accounts Hub Features
The daily operating surface for anyone managing accounts — CSMs, account managers, client relationship managers, CAs, property managers, or freelancers.
| Feature | Description | Data Sources |
|---|---|---|
| Account Cards | Health score, key metric, renewal/due date, last touch, open issues | Any connected CRM/billing |
| Morning Briefing | Auto-generated daily summary of accounts needing attention | Twin Trigger Engine |
| Unified Timeline | Chronological stream of all account activity across systems | All connected sources |
| Quick Notes | Log notes, tag stakeholders, attach to account record | Internal + CRM sync |
| Deep Dive | One-click assembly of full account story via Entity 360 | Entity 360 API |
| Escalation Flow | Structured escalation with evidence, severity, and routing | Internal workflow engine |
| Task Queue | Prioritized action items from triggers and manual input | Twin + manual |
| Contact Map | Visual map of known stakeholders with role and engagement | CRM, communication tools |
Industry examples
| Industry | "Account Card" shows |
|---|---|
| MuleSoft / iPaaS | API usage, integration health, renewal date, support tickets |
| SaaS B2B | ARR, renewal date, usage trend, support tickets, health score |
| CA Firm | Pending filings, invoice status, last meeting, compliance due |
| Hospitality | Guest satisfaction, booking frequency, complaints, revenue |
| Education | Attendance rate, grades, parent engagement, intervention flag |
| Retail SMB | Order frequency, credit outstanding, last purchase, WhatsApp |
| Freelancer | Project status, invoice due, last communication, hours logged |
2. Intelligence Center Features
Portfolio-level analytics for managers, directors, and team leads — across any industry.
| Feature | Description | Update Frequency |
|---|---|---|
| Health Heatmap | Grid of all accounts colored by health, sized by value | Real-time |
| Trigger Feed | Live stream of fired triggers across the portfolio | Real-time |
| Segment Comparison | Health trends by segment (tier, industry, geography, custom) | Daily |
| Cohort Analysis | Compare onboarding cohorts by time-to-value and retention | Weekly |
| Team Performance | Response time to triggers, save rate, expansion influence | Daily |
| Risk Pipeline | Accounts progressing through risk stages with dollar values | Real-time |
| Renewal Calendar | Visual calendar of upcoming renewals/due dates with health | Daily |
| Custom Reports | Drag-and-drop report builder with Entity 360 fields | On demand |
3. Strategic View Features
Executive dashboard for VP, C-suite, and board reporting — works for any business.
| Feature | Description | Audience |
|---|---|---|
| Retention Forecast | Predicted retention for 1/2/4 quarters | VP, CRO, CEO |
| Revenue at Risk | Value-weighted accounts with active risk triggers | CRO, CFO, CEO |
| Retention Trend | Gross retention trend with segment breakdown | Board |
| Health Distribution | % of portfolio in Green / Yellow / Red bands | VP, Director |
| Executive Escalations | Accounts flagged for senior intervention | VP, C-suite |
| Board Export | One-click PDF/PPT export of key metrics | Board prep |
4. Entity 360
The assembled read surface for every entity in the system.
- Single API endpoint:
GET /api/entity360/:id - 6 layers assembled in parallel: Truth, Context, Signals, Memory, Goals, Relationships
- Progressive hydration: profile loads first (< 100ms), context and signals load async
- Source attribution: every field traces back to its origin system and sync timestamp
- KV cache: 60-second TTL on Cloudflare edge for hot entities
5. Twin Trigger Engine
10 triggers that evaluate Entity 360 data. Universal — the trigger logic adapts to the entity type and industry context.
| Trigger | Universal condition | SaaS example | SMB example |
|---|---|---|---|
| health_drop | Health score drops 15+ points | "Acme health fell from 82 to 48" | "Customer hasn't ordered in 30 days" |
| renewal_approaching | Renewal/due date within threshold | "Renewal in 32 days, health 48" | "Credit payment due in 7 days" |
| engagement_drop | No activity for extended period | "No login in 18 days" | "Regular customer stopped ordering" |
| arr_change | Key metric changes significantly | "ARR dropped 22%" | "Monthly sales down 20%" |
| goal_at_risk | Linked goal status = at_risk | "API adoption at 23%" | "Delivery target missed 3 weeks" |
| support_escalation | Multiple open issues | "8 open tickets, 3 are P1" | "3 complaints on WhatsApp" |
| stale_data | Entity data older than threshold | "Last sync: 3 days ago" | "Tally not synced in 3 days" |
| memory_conflict | Conflicting AI-generated knowledge | "Conflicting memories about budget" | "Two AIs disagree on payment terms" |
| context_gap | High-value entity, missing context | "$125K ARR, no emails linked" | "Big customer, no WhatsApp history" |
| signal_cluster | Multiple critical signals firing | "5 signals firing simultaneously" | "Payment failed + order cancelled" |
Every insight answers 4 questions: What happened. Why it matters. What to do. What happens if you ignore it.
6. Identity Resolution
Cross-system entity matching and deduplication.
- Deterministic rules: email match, domain match, external ID match
- Probabilistic scoring: name similarity, firmographic overlap, behavioral patterns
- HITL review queue: ambiguous matches surface for human decision
- Duplicate Resolution UI: side-by-side field comparison, one-click merge, full undo
- Match confidence: every resolved identity carries a confidence score (0–1)
7. Trust Layer
| Component | Function |
|---|---|
| Source Attribution | Every field tagged with origin system and sync timestamp |
| Confidence Scoring | 0–1 score per field based on source reliability and recency |
| Conflict Resolution | Configurable: latest-wins, highest-confidence-wins, or manual |
| Audit Trail | Full history of every data change with before/after values |
| Govern Module | Approval workflows for destructive actions (merge, delete, override) |
8. Connector Ecosystem
70+ connectors across 13 categories.
| Category | Connectors |
|---|---|
| CRM | Salesforce, HubSpot, Pipedrive, Zoho CRM, Freshsales, Close |
| Support | Zendesk, Freshdesk, Intercom, Front, Help Scout, Kustomer, WhatsApp Business |
| Billing | Stripe, Chargebee, Paddle, QuickBooks, Xero, FreshBooks |
| Analytics | Google Analytics, Mixpanel, Amplitude, Heap, Tableau, Metabase |
| Communication | Gmail, Slack, Teams, WhatsApp, Zoom, Discord, Google Calendar |
| Productivity | Notion, Google Drive, Dropbox, Airtable, Calendly |
| India/UAE | Tally, Razorpay, PhonePe, Zoho Books, PayTabs (planned) |