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Qivity CSM — everything that happens to a customer after the sale
Sales handoff, onboarding, adoption, health, risk, renewal and expansion — one account record with its people, its goals, what has gone wrong, what it pays for and when that ends. Health is scored from what your team recorded, never guessed from behaviour the product cannot see, and it works with or without Qivity CRM.
What is inside
The whole post-sale lifecycle, one account record
Every record hangs off an account: its people, what has been done with them, what they are trying to achieve, what has gone wrong, what they pay for and when it ends.
Account 360
Eighteen tabs per account — contacts, stakeholders, timeline, tasks, onboarding, health, risks, issues, QBRs, documents, contracts and renewals.
On this pageOnboarding and success plans
Reusable onboarding templates turned into dated, owned steps, plus success plans with goals, targets and milestones.
Account health
Six factors, configurable weights and bands, recalculated nightly — and a history of real snapshots, not a recomputation.
On this pageStakeholder map
Decision makers, champions and sponsors with influence and relationship strength, drawn as the org chart your team has learned.
Risks, issues and escalations
Recorded risks with mitigation plans, support issues that can point at your ticketing tool, and escalations with their own owner.
QBRs and feedback
Business reviews written up and turned into action items, and customer feedback tracked through to implemented or rejected.
Renewals and contracts
A renewal calendar, reminders from 180 days out, contract notice periods, and a renewal risk your team sets rather than a model.
On this pageExpansion signals
Upsell, cross-sell and new-department signals tracked from identified to won — and promoted to the CRM as an opportunity when connected.
Automation
Rules that create tasks, record risks or notify the team — disabled until previewed, with cooldowns and a per-run cap.
On this pageInsights with evidence
A computed account summary and next best actions, each showing the observation and the records that produced it.
Reports and exports
Seven reports and five CSV or XLSX exports, running the same query as the list so permissions and tenancy cannot be skipped.
Optional CRM integration
Connect Qivity CRM to hand off closed-won deals and sync accounts and contacts. Disconnect it and nothing is deleted.
On this pageAccount 360
One account, eighteen tabs
The account record holds the company, where it is, how it is classified and five named seats — owner, CSM, technical account manager, support lead and executive sponsor. Everything else is a tab on it.
| Tab | What is on it |
|---|---|
| Overview | The header, the seats, the commercial figures, the key dates |
| Insights | The computed summary and next best actions, with evidence |
| Contacts and stakeholders | The people at this customer and the relationship map between them |
| Timeline and notes | Everything that has happened, in one cursor-paged stream |
| Activities and tasks | Calls, meetings, emails, demos and reviews; what is owed, by whom, by when |
| Onboarding and success | The onboarding plan and its steps; success plans, goals and milestones |
| Health | The current score, the per-factor breakdown and the history |
| Risks and issues | Recorded risks and their mitigation; support issues and escalations |
| QBR and feedback | Business reviews and what the customer has said |
| Documents | Files, versioned, with the history kept and readable |
| Contracts and renewals | Agreements, notice periods, the renewal record and its risk |
Ownership changes are recorded
Changing a seat is an assignment, logged in ownership history with who changed it, when, and optionally why. A wider account team can be added beyond the five seats.
Duplicate check before create
Possible matches on name and domain are offered for review first. Creating anyway is allowed — it is a review step, not a block.
Saved views and tags
Share “my at-risk enterprise accounts” as a named filter set instead of rebuilding it, and label accounts with per-organization tags.
Archive, never destroy
Accounts and contacts are archived rather than deleted and keep their history. Only the organization owner holds delete.
Account health
Health scored from recorded facts
There is no product telemetry in Qivity CSM, so health reads what your team recorded. A factor with no data is reported as having none and left out of the score — never counted as zero.
| Factor | Read from |
|---|---|
| Adoption | Recorded product adoption statuses |
| Engagement | Activities logged in the last 90 days |
| Support | Open issues and escalations, weighted by severity |
| Relationship | Stakeholder coverage and relationship strength |
| Success goals | Goal status on the account’s success plans |
| Renewal | The renewal risk the team recorded |
Bands default to Healthy at 80 and above, Monitor at 50 and above, and At Risk below that. Weights and thresholds are configurable per organization, and a weight of zero switches a factor off.
A weighted average over the factors that answered
Each snapshot records how many factors contributed. A score built from two of six says so.
Honest when there is not enough data
When there is too little recorded information to score, the product says exactly that rather than returning a zero.
Real history, not a recomputation
Health is recalculated nightly and on demand, and every snapshot is kept — so the trend is what the score actually was.
Insights suggest, with evidence
Next best actions show what to do, the observation that triggered it and the specific records. An optional AI provider may rephrase the summary; nothing else.
Commercial
Renewals, contracts and expansion
Contracts, renewals, expansion signals and the products each customer holds. Commercial figures are displayed, never computed: values are stored with their currency and nothing sums, converts or posts them.
Renewal reminders that do not repeat
Reminders fire at 180, 90, 60, 30, 14, 7 and 0 days out. Each renewal remembers which windows it has been notified for, so the daily sweep does not nag.
Renewal risk set by people
Low, medium, high or unknown — recorded by the account team. With no usage telemetry, an inferred risk would be an unsupported prediction.
Contracts with notice periods
Start, end and renewal dates, notice period, auto-renewal and obligations. Contracts move into their notice period automatically.
Products and adoption
What the customer actually has — quantity, dates, owning contract and an adoption status that feeds the health score.
Expansion signals
Upsell, cross-sell, additional users, new region and more, with confidence, estimated value and owner — from identified to won or dismissed.
A renewal calendar
The date-ordered view of every renewal, filterable to one owner or to your own book.
Automation
Rules that create work, hedged four ways
Automation is the one part of the product that writes with nobody watching, so it is restricted to administrators and every run is recorded. Automation acts; insights suggest.
| Trigger | Fires when |
|---|---|
| Account dormant | No logged activity for N days |
| Health below | The recorded health score is under N |
| Health at risk | The health band is At Risk |
| Renewal approaching | A renewal falls inside a window |
| Renewal high risk | A renewal is recorded as high risk |
| Onboarding overdue | Onboarding is past its target |
| Issue unresolved | An issue has been open too long |
Each rule can create a task, record a risk or notify the account team.
Disabled on creation
Whatever the payload says. A rule is previewed before it is trusted.
A dry run against live data
Preview answers “what would this do” without writing anything.
A cooldown per account
Thirty days by default, so a daily “no activity” sweep does not create a task every day until somebody notices the pile.
A per-run cap
Fifty by default, and hitting it is recorded — so you find out before the tasks arrive.
Works alone, or with Qivity CRM
The CRM integration is optional
Qivity CSM does not depend on Qivity CRM. Every screen works with no CRM at all; connecting one adds the handoff and the sync, and disconnecting it takes nothing away.
| Qivity CRM | Result in Qivity CSM |
|---|---|
| Not subscribed | Fully functional |
| Subscribed, not connected | Fully functional, with “Connect CRM” offered |
| Connected | Fully functional, plus closed-won handoff and account and contact sync |
| Connected, then cancelled | Fully functional; CRM features disabled, data retained |
Closed-won handoff
When a deal closes, create the account, sync its contacts, start an onboarding plan, create initial tasks and take the owner from the CRM — each one a setting.
Idempotent sync
Every write goes through a mapping lookup, so running a sync twice produces the same data as running it once.
Conflicts are never silently overwritten
A field that differs on both sides is recorded and skipped. An administrator keeps local, uses remote or sets a value.
A failure never disables the product
Errors are recorded against the integration and retried with backoff. The sync history survives a disconnect.
Pricing
Simple, transparent pricing
Professional
$2per user / month
Per user
Contact sales- Account 360
- Onboarding and success plans
- Account health
- Stakeholder map
- Risks, issues and escalations
- QBRs and feedback
Seven roles, one sign-in, and nothing destroyed
Sign-in is through the central Qivity identity service, and the app switcher opens the other Qivity products your organization uses. Seven roles — owner, account administrator, account manager, CSM, support manager, sales executive and viewer — map onto permissions checked on every request, and an unrecognized role fails closed to viewer.
Every query is scoped to your organization, and the audit log records who changed what, with before and after. If a subscription lapses the product becomes read-only rather than locked: your customer history stays visible.
Questions people actually ask
Do we need Qivity CRM to use Qivity CSM?
No. Qivity CSM is fully functional on its own. Connecting Qivity CRM adds the closed-won handoff and account and contact sync; disconnecting it deletes nothing, and records that came from the CRM become locally editable.
How is the health score calculated?
From six factors — adoption, engagement, support, relationship, success goals and renewal — read from what your team recorded. The score is a weighted average over only the factors that have data, and each snapshot says how many did. Weights and band thresholds are configurable.
Does Qivity CSM predict churn?
No. Nothing in the product predicts churn, renewal probability or expansion likelihood. It describes the present from recorded facts, and every suggested action shows the records that produced it.
Does it track product usage automatically?
No — there is no product telemetry. Adoption is the status your team records against each product the customer holds, and that status feeds the health score.
Is AI used anywhere?
The account summary and next best actions are computed from your data. If an AI provider is configured it may rephrase the summary as prose; with none configured, or one that fails, the page is identical.
Can we add our own fields?
Yes. Custom fields on accounts, contacts, activities, contracts, renewals, success plans and risks — text, number, date, dropdown, multi-select, boolean, email, phone or URL.
What happens if our subscription lapses?
Past-due keeps everything working. Expired or cancelled becomes read-only: your customer history stays visible, and writing stops until the subscription is renewed.
Does it handle invoices or accounting?
No. Contract and renewal values are displayed with their currency, never summed or posted. There is no ledger, invoicing or tax in Qivity CSM.
Also on the platform
Bring your pipeline. We’ll bring a laptop.
Twenty minutes, on your data — not a canned demo. If we are the wrong fit, we will say so on the call.