Customer Success
Which accounts are quietly stuck?
The at-risk list looks fine the week a field stops arriving: nothing errors, the volume holds, and accounts quietly fall out of the segment. Skene checks the usage your health model runs on.
Free means one audit: sign in, connect a source, no card.
Lifecycle / Low usage
LoudA core action stops being recorded
QuietOne account stops being recorded
The at-risk list stays honest
When a signal breaks, you hear about it before accounts quietly fall off the list.
Health scores backed by real usage
A score is only as good as the usage behind it. Skene checks that usage is still being recorded.
You keep the health model
You define what healthy means. Engineering gets a specific line to fix, nothing about your model.
Two failures
Start freeTwo ways the list lies to you.
One costs your team a week on accounts that were never at risk. The other drops at-risk accounts off the list.
LoudA core action stops being recordedEvery dependent account drops at once.
QuietA field stops arrivingAccounts fall off the list without ever scoring badly.
Nothing stops firing. The list gets shorter.
An update stops sending plan_tier with a usage signal. The volume never moves. Enterprise accounts fall out of the segment and off the at-risk list.
- The loud failure: a core action stops being recorded, every dependent account drops at once
- The quiet failure: a field stops arriving, accounts fall off the list without ever scoring badly
Lifecycle / skene-dashboard5 stages
- Discovery
- public.customers
- Onboarding
- public.orders
- Retention
- public.invoices
- Expansion
- public.invoices
Missing details get caught with the change that drops them.
The check looks for four things: an event the plan expects and the code no longer sends, an event nothing asked for, a milestone whose table is gone, and a dropped field. Code review misses the last one.
- A missing event the plan needs holds it back, and so does a milestone whose table is gone
- Unverified means Skene could not tell yet, not that the field is gone, and it blocks nothing
Drift check / skene-dashboard
Eventworkspace_openedfound
Fieldseat_count · dropped fieldunverified
Recommended: Skene drafts the measurement plan. You review before anything is saved.
Before the segment goes quiet
The flag is one signal. The fields under it are what keeps the account on the list.
Write the rule down and Skene checks it against what your product records today. Each requirement comes back ready or missing.
Skene / skene-dashboard3 missing
Flag customers that have gone quiet for thirty days
Verify · 0 of 3 requirements confirmed
| Requirement | Verdict |
|---|---|
| quiet_customer_flagged | missing |
| days_since_last_order | missing |
| quiet_customer_reactivated_within_30_days | missing |
Who owns whatYou decide Engineering does
A specific line and a fix they can read.
Nothing about your health model.