Preview of a planned domain · Customer Success is on the roadmap — designed on the shared substrate, not yet built. All figures synthetic and aggregated (Meridian Industrials).
AssetShopCustomer Success ← SuccessMeridian Industrials · FY26Roadmap · Planned
Reading synthetic sources read-only - never writes back

Executive overview

The SCO read-only thesis, pointed at the customer base: revenue retention, account health, support, and adoption - observed across your CS, support, and usage systems to show which customers grow and which are at risk, not to manage the accounts.

What this is, and what it is not. A preview of a planned domain, not a live product. In production it would sit read-only on top of your customer-success, support, and CRM systems - reading account, ticket, and usage signals and surfacing retention, health, and risk. It does not contact customers, manage accounts, or action tickets; it gives CS and service leaders a portfolio view. All figures here are synthetic.

108%
Net revenue retention
+3 pts YoY
95%
Gross revenue retention
5%
Logo churn
420
Active accounts
4.3
CSAT (of 5)
86
Open tickets
$14M
At-risk revenue
78%
Product adoption

Net revenue retention & plan synthetic

Trailing 8 quarters with a 4-quarter plan and band.
NRRPlanBand

Revenue by segment synthetic

Signals worth attention

$14M of revenue sits in at-risk accounts - 9 accounts with falling usage and open escalations; the clearest place to intervene.
NRR at 108% - existing customers are buying more than they churn; expansion outpaces loss.
Returns and quality complaints predict churn - at-risk accounts overlap the sensor-line issues in Quality; service and product risk are linked.

Synthetic preview. In production, derived read-only from CS, support, and CRM systems with SHA-256-anchored lineage, as in SCO.

Retention & churn

Whether revenue stays and grows - the bridge from starting to ending revenue.

108%
Net retention
95%
Gross retention
5%
Logo churn
$13M
Net expansion

Revenue bridge ($M) synthetic

Starting customer revenue to ending.

Retention by segment read-only

SegmentNRRGRRLogo churn
Enterprise OEM114%98%2%
Mid-market104%93%7%
Aftermarket / parts101%92%8%
Enterprise OEM accounts retain and expand best; mid-market churn is where retention spend returns the most.

Synthetic, aggregated. Reads revenue and account data read-only; NRR includes expansion and contraction, GRR excludes expansion.

Customer health

A health read on every account, so risk is visible before a renewal is lost.

286
Healthy
92
Neutral
42
At-risk
$14M
At-risk revenue

Account health synthetic

Top at-risk accounts read-only

AccountRevenueDriver
OEM customer 3$4.2MQuality / returns
OEM customer 7$3.1MEscalations
Distributor B$2.4MUsage decline
Mid-market 12$1.8MLate deliveries
The largest at-risk account is a quality-and-returns story - the sensor-line defects in Quality are showing up as churn risk here.

Synthetic, aggregated. Reads health-signal inputs read-only; the health model is the customer's own scoring.

Support & service

Service-desk performance - volume, satisfaction, and how fast issues resolve.

86
Open tickets
4.3
CSAT (of 5)
94%
First-response SLA
1.6 days
Avg resolution

CSAT trend (of 5) synthetic

Tickets by type read-only

TypeShareCSAT
Product / technical42%4.1
Order / delivery28%4.0
Returns / warranty18%3.8
Billing / admin12%4.5
Returns and warranty tickets score lowest on CSAT - the service-side symptom of the same quality issues; fixing the root improves both.

Synthetic, aggregated. Reads support-ticket and survey data read-only; AssetShop surfaces and trends, it does not action tickets.

Adoption & usage

Whether customers actually use what they buy - the leading indicator of renewal.

78%
Product adoption
+8 pts
YoY
62
Low-usage accounts
86%
Active (90-day)

Adoption trend (%) synthetic

Adoption by capability

Core ordering96%
Self-service portal82%
Analytics / reporting64%
Integration / API38%
Low adoption of analytics and integration features is the leading signal in at-risk accounts - the place to focus enablement before renewal.

Synthetic, aggregated. Reads usage telemetry read-only, aggregated; no individual-user surveillance is surfaced.

Renewals

What is up for renewal, how much is at risk, and how renewals are tracking.

$58M
Up for renewal (yr)
92%
On-time renewal rate
$14M
At-risk renewals
38
Renewals next 90d

Renewals by quarter read-only

QuarterValueAt riskConfidence
Q1$16M$2MHigh
Q2$14M$4MMedium
Q3$15M$5MMedium
Q4$13M$3MHigh
Q2 and Q3 carry the most renewal risk - the same at-risk accounts; the window to act is now, not at renewal.

Synthetic, aggregated. Reads contract and renewal data read-only; confidence reflects health and usage signals.

Expansion

Where existing accounts can grow - the upsell and cross-sell opportunity.

$22M
Expansion pipeline
$13M
Net expansion (TTM)
64
Expansion opportunities
31%
Win rate (expansion)

Expansion by motion

Cross-sell (new product line)$9M
Volume / share growth$7M
Aftermarket / service$4M
New site / division$2M
Cross-sell into healthy OEM accounts is the largest, highest-confidence expansion - the inverse of the at-risk list.

Synthetic, aggregated. Reads opportunity and account data read-only; expansion pipeline is the CRM's own.

Onboarding

How fast new customers reach value - the foundation of long-term retention.

38 days
Avg time-to-value
91%
Onboarding complete
5
Stalled onboardings
4.4
Onboarding CSAT

Onboarding stage completion

Kickoff100%
Setup / integration92%
First order / value84%
Full adoption71%
The drop happens between first value and full adoption - the same enablement gap seen in feature adoption; close it early to protect retention.

Synthetic, aggregated. Reads onboarding-milestone data read-only; time-to-value is from contract start to first realized value.

Voice of customer

What customers are telling you - sentiment, NPS, and the themes behind it.

+42
NPS
+6
NPS YoY
68%
Survey response
3
Detractor themes

Feedback themes read-only

ThemeSentimentVolume
Product quality / reliabilityMixedHigh
Delivery / lead timeNegativeMedium
Technical supportPositiveHigh
Account / relationshipPositiveMedium
Quality and delivery are the detractor themes - the exact issues SCO and Quality surface upstream; the voice of the customer confirms the operational data.

Synthetic, aggregated. Reads survey and feedback data read-only; themes are aggregated, not individual quotes.

Connectors & data

Where Customer Success would read from, and the posture it would read with.

Read-only, consent-respecting. These connectors are scaffolded, not built - each reports 0/12 conformance until a tenant integration is done. In production they read account, ticket, and aggregated usage signals read-only, with SHA-256-anchored lineage. AssetShop does not contact customers, manage accounts, or action tickets; CS and support systems stay authoritative.

Customer Success connectors

SystemCategoryModeStatus
GainsightCustomer successRead-onlyScaffolded 0/12
ZendeskSupportRead-onlyScaffolded 0/12
SalesforceCRMRead-onlyScaffolded 0/12
Product analyticsUsageRead-onlyScaffolded 0/12

How it stays trustworthy

Read-only - no path to email a customer, change an account, or close a ticket.
Aggregated & consent-respecting - usage is summarized for health, never surfaced as individual surveillance.
Lineage on every figure - each number traces to a source record via SHA-256 anchoring, as in SCO.

Planned domain. Connectors are scaffolds; functional conformance (12/12) is verified per tenant at integration, never assumed.

Signals & opportunities

Customer-success signals across retention, support, and adoption - read-only from CRM, the CS platform, and billing. Surfaces risk and expansion; outreach is yours. Figures synthetic (Meridian Industrials).

9
Open signals
$5.9M
Exposure
2
High severity
$3.1M
Addressable

Detected signals synthetic

Each signal is an observation with a source lineage; confidence reflects how directly the data supports it.
SignalAreaSeverityMagnitudeConf.Source
Health-score decline - 6 accountsRetentionhigh$3.9M ARRhighCS platform
Renewal concentration - 90 daysRetentionhigh$2.0M / 4 acctshighbilling
Ticket backlog - enterpriseSupportmedium31 openmedsupport
Onboarding delaysAdoptionmedium3 accts >45dmedCS platform
Low feature adoptionAdoptionmedium22% of seatsmedtelemetry
Sentiment drop - surveysRetentionlow-0.6 NPSlowsurvey
Expansion signal - 3 accountsGrowthlow$0.7M potentialmedusage

Opportunities the signals point to

What the observation suggests. AssetShop quantifies; your team decides and acts in the source systems.
$3.9M
Save motion on health-declining accounts before renewal.
$0.7M
Expansion capture on accounts showing high usage growth.
31 tkts
Clear backlog on enterprise accounts driving sentiment risk.

How to read this

High signals are concentrated, well-evidenced, and material - act on these first.
Confidence separates observed facts from modeled estimates.
Every figure traces to a read-only source. Nothing here is written back to any system.

Synthetic. Signals computed from read-only CRM / CS platform / billing data; magnitudes labeled modeled are estimates, not posted figures. Operational signal, not advice; AssetShop never writes back to source systems.

Account detail

Account health, ARR, and renewals - the data behind customer-success signals.

$5.9M
ARR at risk
6
Health-decline
$3.1M
Addressable
9
Shown

Detail records synthetic

Health below 50 with a near-term renewal is the save priority. Use Export above to download exactly these rows as CSV.
AccountSegmentHealthARRRenewalCSM team
ACC-1 Northwindenterprise452950002026-08-31Enterprise
ACC-2 Globexmid611200002026-11-30Mid-Market
ACC-3 Initechenterprise821750002026-09-30Enterprise
ACC-4 Starkenterprise384100002026-08-15Enterprise
ACC-5 Waynemid54980002026-10-20Mid-Market
ACC-6 Acmeenterprise712600002026-12-01Enterprise
ACC-7 Soylentmid491400002026-09-10Mid-Market
ACC-8 Umbrellaenterprise663300002026-11-15Enterprise
ACC-9 Hoolimid581100002026-10-05Mid-Market

Synthetic (CRM + billing). Read-only detail; AssetShop never writes back to source systems. Figures illustrate Meridian Industrials.

Theme