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In-app NPS + CES, churn-risk scoring on usage signals, ticketing that closes the loop in 24h, account-health rollups — wired to Segment, Intercom, Salesforce, HubSpot. Save the renewal before the QBR.
Welcome back, Priya
Active projects
12
Open tickets
3
How likely are you to recommend Drift to a colleague?
Not likelyVery likely
6 / Detractor · Priya · Acme Co.
CSM Slack-pinged · ticket opened · save-the-account playbook armed
Account health · Acme Co.
82 → 64 · daily-active users down 18%
Per-user · per-event
Tiny modal · usage-triggered · doesn't double-survey within 90 days.
Detractor → CSM < 60s
6/7 auto-opens a P2 ticket · Slack-pinged · SLA timer starts immediately.
Usage + NPS + tickets
Daily-refreshed score · weekly digest · renewal forecast 90 days out.
SSO · SAML · same week
Connect Segment + Intercom + SSO · first in-app NPS lives in 4 days.
Your CSM walks into a QBR and learns — for the first time — that the champion left, daily-active dropped 40%, and three power users opened tickets that never closed. The renewal was already over.
Survey responses sit in a CSV. The 6s and 7s — the ones who'll cancel quietly — get the same treatment as the 10s. By the time someone clusters the themes, the budget cycle ended.
Logins dropped. Seats stopped getting assigned. A power user emailed support. None of these signals fired a save-the-account playbook because they live in three separate systems.
Segment knows the usage. Intercom knows the ticket. SurveyMonkey knows the score. Salesforce knows the renewal. None of them know the account is dying. We do.
Usage in Segment. Tickets in Intercom. NPS in SurveyMonkey. Renewals in Salesforce. Champion exit in HR's LinkedIn.
In-app NPS scores user. Usage drop adjusts score. Detractor opens ticket auto-routed to CSM. Save-the-account playbook fires in < 24h.
Detractor to save
Usage signal · drop
Acme · DAU −18% · 14-day trailing
In-app NPS · 6
Priya N. · "feels heavier lately"
Ticket auto-opened
P2 · CSM owner · within 60s
Account flagged · risk
Health score: 82 → 64
Save-the-account playbook fires
CSM books call within 24h
Promoter to expansion
Power user · NPS 10
Marco D. · "use it daily"
Expansion survey
"Would your team get value?"
Champion identified
Account map updated
Seat-expansion deal opened
Auto-routed to AE · pipeline +$12K ARR
In-app NPS + CES · per-user, per-event.
Triggered by usage milestones, login cadence, or feature-flag rollout. Tiny modal, never blocks the workflow. Per-user history so the same user isn't surveyed twice in 90 days.
Explore Surveys
Detractor → ticket in < 60s.
6-7 NPS auto-opens a P2 ticket assigned to the account's CSM. Slack-pinged immediately. SLA timer starts. Close-the-loop response goes back to the user via the channel they prefer.
Explore Ticketing
Account-aware customer profile.
Every NPS, ticket, usage stat, expansion signal — on one account record. Account-health score updates daily. Per-user role + influence. The CSM dashboard you wish you had.
Explore Contacts
Power-user advocacy program.
NPS 10 + high usage = power user. Auto-invite to early access, beta, advocacy program. Wallet-pass digital badge for community + LinkedIn. Optional swag-credit balance.
Explore Loyalty
G2 · TrustRadius · Capterra pump.
Promoter NPS routes to platform-aware review request — G2 for ent buyers, TrustRadius for mid-market, Capterra for SMB. Compliant routing (no gating). Pulls reviews back into your homepage.
Explore Testimonials
Friend-of-champion warm intros.
Champion shares with a peer at another company. Personal warm intro link. Both sides get account credit when the trial converts. End-to-end attribution into Salesforce / HubSpot.
Explore Referrals
Catch the detractor in 60 seconds
In-app NPS fires after 3 logins post-feature-launch. Priya rates 6 and writes "feels heavier lately". Ticket auto-opens, P2, assigned to her CSM, Slack-pinged in < 60s. CSM books a call within 24h. Save-the-account playbook armed.
Account-health rollup that beats QBR surprises
Account-health = usage + NPS + ticket trend, rolled up by account, refreshed daily. Weekly digest highlights the top 5 movers. Renewal forecast 90 days out. You walk into QBRs knowing what the customer is going to say.
Power user to expansion deal
NPS 10 + high usage flags Marco as a power user. Expansion survey asks if his team would benefit. He says yes. Champion identification updates the account map. Seat-expansion deal auto-routed to the AE in Salesforce. Pipeline +$12K ARR.
Sentiment, recurring themes, and the reporting-depth complaints you need to brief product before the roadmap review.
Voice of the user · last 30 days · all accounts
AI insights
Sentiment trend · 30d
+14%54%
Promoter
31%
Passive
15%
Detractor
Themes · auto-clustered
5 of 12AI suggested action
Reporting-depth complaints +5pt this release — recommend prioritizing warehouse export for next sprint.
Top quotes · this week
"Took us a day to set up. By week two, half my team was using it daily. That's rare."
"Reporting is the gap. Need to export raw events into our warehouse without a custom job."
"Mobile is a placeholder. Approvals on the go would unlock daily use for our field team."
NPS
42
+8
GRR
94%
+3pt
Save rate
68%
+14pt
Avg ticket resp.
2.4h
−1.1h
Segment · Intercom · Salesforce · HubSpot · Zendesk · Jira · SSO/SAML — all join via webhook + REST + SCIM.
Mixpanel
Usage events · churn-risk signals
Intercom
Ticket sync · in-app messaging
Salesforce
Account sync · health rollup
HubSpot
Contact sync · deal triggers
Zendesk
Ticket sync · CSM routing
Jira
Bug filing from detractor tickets
Slack
CSM pings · detractor alerts
Stripe Billing
MRR/ARR · plan changes
Twilio
SMS · enterprise notifications
EU/LATAM customer messaging
Zapier
Anything else · webhook bridge
Webhooks + API
Full REST + GraphQL · SCIM ready
SSO · SAML
Okta · Azure AD · Google · OneLogin
Postmark · SES
Transactional NPS + close-the-loop
Segment · Mixpanel · Amplitude · Pendo · Heap · Gainsight · ChurnZero · Vitally — all supported.
NPS per account, save rate, GRR, NRR, ticket-response SLA. Spot the renewal at risk before the CSM's monthly review.
All accounts · last 90 days
VP CS dashboard
NPS
42
+8
GRR
94%
+3pt
NRR
118%
+11pt
Account-health movers · this week
Review pump · this quarter
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