Customer Success Tools Stack

Building a Customer Success Stack

Customer success in B2B SaaS is not just support - it is proactive relationship management that drives retention, expansion, and advocacy. The right tools turn CSMs into strategic partners.

Core CS Stack Components

• CS Platform: Health scores, playbooks, account management
• Email Automation: Lifecycle campaigns for onboarding and adoption
• Product Analytics: Usage data to identify risk and opportunity
• In-App Messaging: Contextual engagement and guidance
• Support: Ticketing and knowledge base

Health Scoring

Customer health scores combine signals to predict retention:

• Product usage: Active users, feature adoption, engagement
• Support sentiment: Ticket volume, satisfaction scores
• Relationship: Executive sponsor engagement, NPS
• Financial: Payment status, contract value, renewal timing

Playbook Automation

Standardize CS motions with playbooks:

• Onboarding: Guide new customers to first value
• Adoption: Drive usage of key features
• Risk: Intervene when health drops
• Expansion: Identify and pursue upsell opportunities
• Renewal: Manage the renewal process

Email in Customer Success

Automated email extends CS capacity:

• Onboarding sequences guide setup and adoption
• Usage-based emails celebrate milestones or address inactivity
• Renewal reminders and value summaries
• Product updates and training opportunities

Why Sequenzy for CS Teams

Sequenzy's lifecycle automation is purpose-built for SaaS customer success. Trigger emails based on product usage, payment events, or health score changes. Dunning sequences recover failed payments automatically. Churn risk campaigns re-engage at-risk customers before it is too late. All without complex integrations - Sequenzy connects directly to your product and payment systems.