Health Scores, QBR Packages, and Expansion Signals — Without a $55-70K CSM
Customer health scores updated daily, QBR packages auto-generated, expansion signals detected 30+ days before limit hits, renewals tracked 60 days out
The problem
You do not have a CSM. At $1M-$10M ARR, most SaaS founders cannot justify a $55-70K hire for customer success when they are still trying to find product-market fit refinement and close new deals. So the founder plays CSM — checking in with key accounts when they remember, doing QBRs when the customer asks, and discovering expansion opportunities when the customer upgrades on their own. It is reactive by definition.
Customer health is a black box. You know an account is healthy when they renew and unhealthy when they cancel. There is nothing in between. No composite score combining usage depth, support sentiment, payment health, and feature adoption. No early warning that Account X has 47 seats but only 12 active users — a 74% seat waste rate that screams "we are overpaying and will downgrade at renewal." No signal that Account Y is using 90% of their API quota and will hit the limit next week — a perfect expansion moment you will miss.
QBRs are the worst. You spend 2-3 hours per QBR pulling usage data from your analytics tool, support ticket summaries from Intercom, billing history from Stripe, and feature adoption metrics from your product — then pasting it all into a Google Slides deck. For your top 20 accounts, that is 40-60 hours per quarter on slide-making. And half the time, the customer cancels the QBR call anyway.
Dana is your AI Customer Success Manager. She calculates a health score for every account daily — combining usage depth, support sentiment, payment health, and expansion signals — and flags anything that needs human attention. When a QBR is due, Dana auto-generates the package: usage stats, feature adoption, support history, billing summary, and recommendations. When an account approaches a plan limit or shows expansion signals (new team members, higher-tier feature requests), Dana alerts you with the opportunity and a recommended upsell path.
How it works
How Dana works, step by step
Each step is automated. Dana only escalates when human judgment is required.
Dana calculates a composite health score for every account: usage depth (DAU/MAU ratio, feature breadth), support sentiment (ticket volume and tone), payment health (on-time, failed, disputed), and engagement signals (login trend, API usage). Scores are written to HubSpot and any score changes above 15 points trigger alerts
Dana sends a Slack alert: account name, current plan, specific expansion signal (e.g., "87% of API quota used, averaging 12% growth/week — will hit limit in 9 days"), estimated expansion ARR, and recommended outreach approach [Send Upgrade Prompt] [Schedule Call] [Monitor]
Dana auto-generates a QBR package: usage dashboard (key metrics, adoption trend, top features used), support summary (ticket count, resolution time, sentiment), billing overview (current plan, MRR, payment history), recommendations (underused features, optimization tips, expansion suggestions). Package delivered as a structured document in HubSpot
Dana flags the renewal with full account context: health score trend, usage summary, support history, expansion potential, and recommended renewal strategy. For at-risk renewals (declining health score), Dana includes Kai's churn analysis and save offer recommendations
Dana sends a proactive alert to Slack: account name, ARR, health score change, specific signals driving the decline (e.g., "3 frustrated support tickets this week, login frequency down 40%, 2 team members deactivated"), and recommended intervention playbook
Dana compiles a portfolio overview: total accounts by health tier (healthy/watch/at-risk/critical), top expansion opportunities, upcoming renewals, accounts needing attention, and week-over-week health trend across the entire customer base
What Dana handles vs. what stays with you
Clear boundaries. Dana works autonomously within defined limits and escalates everything else.
- ✓ Dana calculates a composite health score for every account: usage depth (DAU/...
- ✓ Dana sends a Slack alert: account name, current plan, specific expansion sign...
- ✓ Dana auto-generates a QBR package: usage dashboard (key metrics, adoption tre...
- ✓ Dana flags the renewal with full account context: health score trend, usage s...
- ■ All customer-facing outreach — QBR calls, renewal discussions, expansion conversations — are conducted by a human
- ■ Pricing negotiations, custom deals, and contract modifications require founder approval
- ■ Strategic account decisions (downgrade acceptance, multi-year discounts, custom SLAs) are human-led
- ■ Product roadmap commitments made during customer conversations require founder involvement
- ■ Legal, compliance, and contractual dispute resolution is handled by the appropriate human specialist
Integrations
Works inside your existing tools
Dana connects to the platforms you already use. No new software to learn.
Implementation
From zero to Dana
Dana is deployed gradually with measurable checkpoints at every stage.
- ✓ Product usage analytics — logins, feature usage, API calls, session data
- ✓ Stripe subscription data with billing history and plan details
- ✓ Intercom support ticket history with sentiment data
- ✓ HubSpot CRM account data, deal history, and contact information
- ✓ Current customer segmentation and account tier definitions
Pilot starts with health score calculation for the top 20 accounts by ARR. Weeks 1-2 Dana generates daily health scores and the founder validates against their intuitive read of each account.
Your AI team
Works alongside Dana
These AI employees share data and coordinate with Dana to cover your full operation.
Deploy Dana for your saas operations
Start with a 90-minute discovery session. We will assess whether Dana is the right fit for your workflows and show you exactly what changes.