Lifecycle milestones with owner-level accountability
Map onboarding, adoption, and renewal milestones to named owners so every account has clear accountability from kickoff through expansion.
Customer Success
AI Customer Success Software for Expansion Teams
AI customer success that scales with your portfolio. OnboardFi gives your CS team complete visibility, instant context, and AI-powered engagement — so you can manage more accounts, identify risks earlier, and drive expansion at scale.
Start Free Trial →The Customer Success Problem
CS teams are stretched thin:
- ✕Too many accounts per CSM — impossible to give every customer the attention they need
- ✕Context is scattered — information lives in CRM, tickets, Slack, email, and notes
- ✕Handoffs are messy — new CSMs start from zero when accounts transfer
- ✕Health signals are lagging — you find out about problems after customers are already frustrated
- ✕Routine check-ins take time — CSMs spend hours on status updates instead of strategic work
- ✕Customers repeat themselves — "I already told your colleague about this last month"
- ✕Proactive outreach is manual — good intentions, inconsistent execution
Meanwhile, leadership expects retention, expansion, and NPS — with the same headcount.
AI Customer Success Agents at Scale
Customer Portal: The Customer's Home Base — A branded workspace where customers access support, resources, and their success team. One destination for everything. Magic link access means frictionless entry.
AI Oracle: Instant Customer Intelligence — Ask any question about any customer and get an instant answer. Account context from sales through onboarding through today. Memory that compounds over time.
Embedded Agent: 24/7 Customer Support — Answer customer questions, solve problems, and provide guidance anytime — without waiting for a human. Video AI that feels personal, not robotic.
Guide Agent: Feature Adoption Training — Help existing customers discover and learn new features. Drive adoption and increase product engagement with voice-guided walkthroughs.
Workflow Automation: Proactive at Scale — Automated workflows trigger the right engagement at the right time. When engagement drops, when renewals approach, when expansion signals appear — workflows ensure consistent action.
These five components work together to transform reactive customer success into a proactive, intelligent, and scalable operation.
Customer Success Automation Workflow
Before: The Old Way
- ↓ Customer ghosts check-in emails
- ↓ CSM scrambles to find context
- ↓ Support ticket reveals frustration
- ↓ Emergency escalation meeting
- ↓ Damage control (too late)
- ↓ Churn
Reactive, stressful, unpredictable
After: With OnboardFi
- ↑ Workflow detects engagement dropping
- ↑ Oracle provides instant context
- ↑ Automated outreach with specific value
- ↑ Customer accesses portal via magic link
- ↑ Guide Agent delivers feature training
- ↑ Problem solved before it escalates
- ↑ Renewal closes, expansion discussed
Proactive, confident, predictable
Customer Success Software Features
Health Visibility
See customer health at a glance — engagement, usage, support tickets, and sentiment. Know which accounts need attention before they raise their hand. Workflow triggers based on health changes ensure proactive engagement.
Real-time health scores
Usage and engagement tracking
Early warning alerts
Instant Context
Ask the AI Oracle anything about any customer: "What were the key outcomes from their last QBR?" "What features have they requested?" Natural language queries with complete relationship history. No more context hunting.
Natural language queries
Complete relationship history
Memory that compounds over time
Proactive Workflow Automation
Stop relying on CSM memory and discipline. Automated workflows ensure consistent engagement — renewal reminder sequences, re-engagement triggers for inactive accounts, expansion signal detection, milestone celebrations, and risk escalation workflows.
Renewal reminder sequences
Re-engagement triggers
Risk escalation workflows
Analytics for CS Leaders
Portfolio Health
See the distribution of healthy, at-risk, and critical accounts. Track trends over time and identify systemic issues before they become emergencies.
Retention Metrics
Monitor NRR, GRR, and churn rates. Drill down by cohort, segment, or CSM to understand what's driving results.
Workflow Performance
Track automated workflow effectiveness. See which sequences drive engagement, which messages resonate, and where customers drop off.
AI Agent Analytics
Track AI deflection rates, customer satisfaction with AI interactions, and escalation patterns. Understand where AI excels and where humans add value.
Customer Success Retention Software Checklist
Retention teams need more than reminders. They need lifecycle accountability, proactive risk triggers, and renewal workflows tied to measurable value milestones.
At-risk detection rules tied to proactive outreach
Trigger engagement sequences when usage, sentiment, or ticket trends fall below thresholds so customer success teams intervene before churn risk compounds.
AI-ready account context for every handoff
Preserve goals, blockers, and prior interactions in one timeline so CSM transitions and executive escalations happen with full historical context.
Renewal and expansion playbooks connected to proof of value
Standardize renewal workflows with outcome checkpoints and stakeholder reviews so expansion conversations start from documented value delivery.
For adjacent execution tracks, pair this with onboarding operations, sales handoff orchestration, and customer portal automation.
Execution Tracks for Retention Teams
Extend customer success operations with guided adoption, reporting visibility, and AI support coverage built for retention and expansion.
Guided Adoption Playbooks
Run repeatable customer education and activation workflows with guided playbooks mapped to lifecycle milestones.
Retention Performance Reporting
Track health trends, renewal readiness, and CS automation outcomes from one execution dashboard.
AI Training Execution
Deploy voice-guided customer training to accelerate feature adoption without adding CSM workload.
24/7 Support Deflection
Answer customer questions instantly and preserve context so success teams focus on strategic expansion work.
AI Customer Success FAQ
- How does OnboardFi help with customer retention?
- OnboardFi enables proactive customer success through automated workflows that trigger engagement based on health signals, usage patterns, and lifecycle events. When engagement drops or renewals approach, workflows ensure consistent, timely outreach — before problems escalate.
- What is the AI Oracle and how does it help CSMs?
- The AI Oracle provides instant access to account context — interaction history, key outcomes, and customer intelligence stored in OnboardFi. CSMs can query the Oracle in natural language to prepare for calls, understand account health, and personalize outreach without hunting through CRM notes.
- Can AI agents handle customer support inquiries?
- Yes. The Embedded Agent can answer customer questions, solve problems, and provide guidance 24/7 via voice and video AI. For feature adoption, the Guide Agent delivers interactive walkthroughs that help customers learn new capabilities on their own schedule.
- How does OnboardFi detect at-risk accounts?
- OnboardFi tracks engagement signals including portal logins, training completions, and interaction patterns. Automated workflows monitor these signals and trigger alerts or outreach sequences when engagement drops below thresholds you define.
- How does OnboardFi scale customer success operations?
- AI agents handle routine inquiries, feature training, and check-ins — freeing CSMs to focus on strategic relationships and expansion conversations. Automated workflows ensure consistent engagement across your entire book of business, regardless of team size.
Learn more: CS Manager's Guide to AI Insights · Customer Portal · AI Action Agents · Embedded Agent · Pricing
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Your customers deserve proactive engagement. Your CSMs deserve complete context. Your business deserves retention and expansion. Workflows make it automatic. AI makes it scale.
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