Customer success
Know every account before the renewal call
Usage, tickets, billing and every conversation on one record. Modal flags the accounts that are slipping while there's still time to act.
- of notice on every renewal, with the account brief ready
- 90 days
- in one health score: usage, tickets, billing and email
- 4 sources
- net revenue retention in the first year on Modal
- +9 pts
Templates
Start from a template. Six lists success teams use to keep and grow accounts.
Renewal tracker
Every renewal by month, with ARR, health and the CSM who owns it.
Customer onboarding
New accounts from kickoff to go-live, with the date each step is due.
Account health
A score from product usage, open tickets and how recently you spoke.
Expansion
Accounts near their seat limit or asking about other teams, as upsell deals.
Churn risk
Accounts with falling usage or a lost champion, and the emails that explain why.
QBR planning
Upcoming business reviews with the sponsor, goals and who's attending.
How it works
One record per account. Everything the CSM needs before the call.
- Step 1
Bring in product and support data
Connect PostHog, Zendesk and Stripe. Usage, tickets and billing land on the company record and update daily.
- Step 2
Score health your way
Pick the signals that matter and weight them. The score is a field like any other, so you can filter, sort and report on it.
- Step 3
Act before it's late
When a score drops or a renewal is 90 days out, Modal opens a task for the CSM with an account brief attached.
Customer story
Quillo. Renewals and health scores built on product data from PostHog.
“Usage, tickets and every email with the account sit on one record. Our CSMs walk into renewals knowing exactly where the account stands.”
Hana WeberHead of Customer Success, Quillo97%gross revenue retention, up from 89%Integrations
Connects to the tools you use. Usage, tickets and billing on every account.
Customer success questions
Something else? Ask the team
Where does the health score come from?
You choose. Combine product usage from PostHog or Mixpanel, ticket volume from Zendesk or Intercom, billing status from Stripe and days since the last conversation, each with its own weight.
Can sales and success work from the same records?
Yes. The account a rep closed is the same record the CSM renews, with the full history from the first email. Each team gets its own views and fields.
How do renewals work in Modal?
Most teams use a renewal pipeline on the deal object. A new renewal deal opens automatically when a contract is signed, with the date and ARR filled in.
Can we see expansion as well as risk?
Yes. Flag accounts that are near their seat limit or asking about other teams, and turn them into upsell deals with one click.
Walk into every renewal prepared
Start free with three seats, connect your product and support data, and see every account's health in an afternoon.