Custally for SaaS & software companies
Subscription revenue lives or dies on renewals. Custally gives SaaS teams one record per customer — onboarding, tickets, health, renewals and expansion — with AI that predicts churn months before the renewal date.
Who it’s for
B2B SaaS, product companies and software vendors with recurring contracts.
Start with
The problems saas & software teams tell us about.
Churn surprises
Customers churn at renewal and the warning signs were spread across the helpdesk, the CRM and someone’s inbox.
Slow time-to-value
Onboarding drags on, customers never fully adopt, and the renewal starts on the back foot.
Support and success don’t talk
The CSM learns about the angry P1 from the customer, not from support.
Expansion left on the table
Healthy accounts never get an upsell conversation because nobody is looking.
Every module, applied to your business.
A renewal saved 60 days out
A fictional company, a real workflow — step by step.
Day 0
Acme’s champion leaves. The CSM logs it on a call note with the outcome “Stakeholder concern raised”.
Day 3
A P1 bug has been open for 18 days. The Escalation Predictor scores it 87% and the AI Health Score drops, naming both factors.
Day 3
An automation on “RAG changed to Red” alerts the CSM and their manager in Slack and creates a task.
Day 4
Next Best Action: “Meet the new VP”, “Escalate the bug to engineering”, “Bring in the account manager”. Each becomes a task.
Day 20
The bug ships (synced from Jira). The customer sees the ticket resolved in their portal.
Day 60
The renewal deal is won. Booked revenue updates the account and the account manager’s leaderboard.
What to switch on in week one.
Everything here is configured by your admin — no code, no developer.
Modules
- Accounts & Contacts
- Tickets & Escalations
- Projects
- Deals
- Customer Portal
- AI
Custom fields to add
- Plan / tier
- Seats purchased vs. active
- Go-live date
- Executive sponsor
Automations to start with
- RAG changed to Red → alert CSM + manager, create save task
- Deal won → create onboarding project task
- Low CSAT in the portal → call task for the CSM
Click through it yourself.
Custally’s real look and feel on sample data. Replies are scripted — nothing here calls an AI or saves anything.
Accounts
6 of 6 accounts
| Account | ARR | Health | Renewal | Open tickets | CSM |
|---|---|---|---|---|---|
| Logistics | ₹1.24 Cr | Red · 44 | 23 days | 6 | PMPriya M. |
| Retail | ₹81 L | Amber · 61 | 47 days | 3 | RSRahul S. |
| Healthcare | ₹98 L | Green · 86 | 180 days | — | AKAnita K. |
| Fintech | ₹52 L | Amber · 58 | 90 days | 2 | PMPriya M. |
| FMCG | ₹33 L | Green · 79 | 200 days | 1 | RSRahul S. |
| Automotive | ₹1.46 Cr | Green · 82 | 132 days | 1 | AKAnita K. |
Tip: open Acme Logistics to see why it’s Red.
Accounts: Filter by health, open Acme Logistics, read why it’s Red and turn a next best action into a task. This is a scripted mock-up on sample data — no AI runs and nothing is saved.
Custally for SaaS & software: questions.
Can Custally use our product usage data?
Yes — bring usage data in through the REST API, webhooks or Google Sheets / Excel in Cortex, store it in custom fields, and use it in 360 cards, dashboards and automations alongside tickets and renewals.
Does it sync with Jira?
Yes. Tickets sync two-way with Jira (and Zendesk, Freshdesk, ServiceNow and Zoho Desk), so the CSM sees engineering status on the account.
Stop managing activities.
Start saving customers.
See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.