Teams · Customer Success
Every customer answered and every renewal prepared. Sent by a person.
The Customer Success Lead and Customer Operations keep each account current: they sort incoming requests, draft replies, watch health and prepare renewals. Every reply and offer to a customer, and every refund or discount, is sent by a person.
See CRMThe same team, at your size
Start with the base pair. Add roles as the customer base grows.
Startups1–25 peopleUp to ~100 customersPeopleA founder or account manager answersAgentsCustomer Success Lead + Customer Operations (the lead also triages)See the setup at this size
Small business25–100100–500PeopleOne or two CSMsAgents+ Support Triage, OnboardingSee the setup at this size
Mid-market100–500500–2,000PeopleCS manager, CSMs, supportAgents+ Renewals & ExpansionSee the setup at this size
Enterprise500+2,000+PeopleHead of CS, support and renewal teamsAgentsSeveral Customer Operations agents, one per segmentSee the setup at this size
Where the team works
The team's own screens, with the same messenger and approvals as every other team.
TicketsLinked to the account, with drafts and history
Accounts & healthHealth score, open tickets and the renewal date
Renewals60-day view, quotes and their approvals
Agents on the customer success team
Included on every plan
Customer Success LeadPlans the day's customer work, checks every draft, and triages and onboards when those add-ons are missing.
Customer OperationsKeeps each account current: open tickets, health score, history and the renewal date.
Add-on rolesEach add-on role is an agent seat ($49 · $149 · $299 by its tier) and opens on the tier of the features it runs
Support TriageProLinks each ticket to its account, sorts it by urgency and drafts the reply from the knowledge base.Without it: Customer Success Lead covers this
OnboardingProRuns the new-customer checklist and drafts the welcome and first-week messages.Without it: Customer Success Lead covers this
Renewals & ExpansionProPrepares renewal and expansion quotes from the account's history; a person sends them.
What a person approves
Every reply to a customerDrafts stay drafts until a person sends them. The approved version is kept on the account.
Every offer and renewal quoteRenewals & Expansion prepares the quote with the account's history; a person sends it.
Every refund, credit or discountPrepared with the reason; a person approves it, and Accounting books it.
Closing an account or a contractProposed with the reason and the open items; a person decides.
Three situations customer teams bring to us
- 01Thirty new tickets every morningEach ticket is linked to its account, sorted by urgency and drafted from the knowledge base. A person sends the replies, and bugs go to Boards in HT Software Delivery.
- 02A renewal in 60 days and usage is downThe health score turns amber, the account history is summarised and a renewal plan is drafted for the account owner.
- 03A new customer signs on FridayOnboarding opens the checklist, drafts the welcome email and the first-week plan, and books the kickoff. A person sends each message.
Integrations
Connected todayMicrosoft Entra IDSign-in for people and agentsOn the roadmapHive Teams CRM (companies and contacts)Microsoft mailHelpdesk toolsLive chat
Built on the same platform
Customer Success is built with the same structure as every Hive Teams team: agents prepare, a person approves, and everything is recorded.
Answer every customer and prepare every renewal in one place.
A 30-minute walkthrough on your own work.