ARR
$22k
Renewal
Sep 21, 2026 · 13d
CSM Owner
Health Score · 30d
ARR
$22k
NPS Score
3
Detractor
Open Tickets
—
Connect Zendesk to track
Days to Renewal
13
13d remaining
Schedule executive escalation call
Due Aug 3 · overdue
Deliver written remediation plan
Due Aug 12 · overdue
Resolve all open P1 tickets
Due Aug 15 · overdue
Re-establish weekly check-in cadence
Due Aug 20 · overdue
Ryan Patel
Chief Revenue Officer
Departed
Jessica Lee
Head of Customer Success
No goals defined yet.
Renewal — Overdue Follow-up
Close Jul 31, 2026 · overdue
Downgrade Discussion
Close Sep 4, 2026 · overdue
Helen Park
No product connector mapped. Connect Metabase to populate this automatically.
Feature usage, DAU/MAU ratio, activation depth
Login frequency, session length, team activity
Ticket volume, CSAT, resolution time
NPS trend, survey responses, stakeholder mood
Renewal risk, expansion signals, payment health
Urgent check-in call — customer flagged concerns about ROI and team adoption. Escalated to manager.
[Fathom] Customer raised significant concerns about platform reliability. Reported three dashboard load failures in the past two … Action items: • Escalate to engineering within 24 hours • Send written remediation plan by Friday • Schedule exec check-in for next week
[Fathom] Difficult follow-up call — customer reiterated concerns from last month. Two junior users have stopped logging in. Champ… Action items: • Prepare feature comparison vs competitor • Escalate to VP of CS for next call • Document all open issues for weekly review
Follow-up on open support tickets. Customer frustrated with resolution time.
Executive alignment meeting. VP expressed concern about contract renewal pending issue resolution.
Called to discuss low NPS score submitted last week. Identified three product gaps.
P1 outage reported — impacting 80% of their users. War room opened.
Sent remediation plan following last week's incidents. Awaiting customer sign-off.