Plan accounts, milestones and QBRs

Keep an account plan and success milestones, and let the AI explain churn risk and prepare a QBR brief.

For: Customer success managers

Steps

Open an account from MetriSuccess → Portfolio. Choose its customer success manager and lifecycle stage (onboarding, adopting, established or renewing).
Under Account plan, add the objectives agreed with the customer and notes, tick objectives when they are reached, and select Save plan.
Under Success milestones, add milestones such as go-live or first value with a kind and a due date, and tick them when done. Overdue milestones are shown in red.
Under Churn risk, select Predict with AI to get a risk percentage, an explanation, the main drivers and suggested next steps.
Select ✨ QBR brief to draft a quarterly business review: a summary, wins, risks, objectives for next quarter, asks for the customer and an agenda.

The AI only sees the account's aggregated health signals, plan objectives and milestone titles — never messages, case text, survey comments or contact details. Check its output before you use it.
Completing a milestone adds it to the account timeline and can start a milestone playbook.
AI answers are written in the language you use MetriCRM in.

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