Account Manager Guide
Account Managers own the customer relationship. Your dashboard surfaces renewals due, at-risk accounts, and health signals across your portfolio.
Dashboard (/account-manager)
Portfolio Health
- Active Customers — customers with
status = active - At-Risk — customers with overdue invoices or low engagement
- Trial — customers still in trial period (watch for conversion)
- Churned (30d) — customers who cancelled in the last 30 days
Renewals Due
The Renewals panel lists subscriptions expiring in the next 30, 60, or 90 days. For each renewal:
- Reach out at least 30 days in advance
- Log a call note in the customer record
- If upgrading, initiate the plan change from Customer → Subscription
At-Risk Signals
A customer is flagged at-risk when:
- They have an invoice 31+ days overdue
- No orders placed in the last 60 days (low engagement)
- Subscription is
past_dueorpayment_failed - Submitted a negative feedback score (NPS < 7)
Customer Record Deep Dive
Click any customer name to open their full record:
- Overview — contact info, plan, MRR, start date
- Parts — all registered parts with wear levels and service history
- Orders — full order history with status timeline
- Invoices — billing history and outstanding balances
- Notes — internal call logs and account notes
Logging a Customer Interaction
- Open the customer record
- Click + Add Note
- Select note type: Call, Email, Meeting, Internal
- Write your summary
- Notes are time-stamped and visible to all staff
Escalation Process
If a customer is frustrated or threatening to churn:
- Log the situation in Customer Notes
- Notify your manager (tag them in the note or message in Slack)
- If needed, offer a service credit — see Accounting → Credits (requires admin approval)
Weekly Review Checklist
- [ ] Review at-risk accounts — any new flags this week?
- [ ] Check renewals due in 30 days — have you reached out?
- [ ] Review trial customers — who needs a check-in call?
- [ ] Log any calls/emails from the past week