Customer success teams are running their most critical workflows in spreadsheets, Notion, and a CRM that wasn't built for post-sales work. They know which accounts are at risk when the customer sends a cancellation notice, not 90 days before when intervention could have changed the outcome.
We build custom customer success software -- health scoring that surfaces risk signals before they become churn, CS team workflow tools that replace the spreadsheet stack, onboarding automation that reduces time-to-value, and renewal management that gives CS teams the visibility they need to protect and expand revenue.
Account health scoring using product usage, support, and engagement signals
CS team workflow -- account ownership, tasks, playbooks, and escalation routing
Customer onboarding automation reducing time-to-value and improving activation rates
Renewal and expansion tracking with at-risk account identification
Summary
RaftLabs builds custom customer success software for SaaS and subscription businesses -- health scoring platforms that surface at-risk accounts before churn, CS team workflow tools that replace spreadsheets and Notion, onboarding automation that reduces time-to-value, and renewal management dashboards that protect gross revenue retention. Most CS software projects deliver in 10 to 16 weeks at a fixed cost.
100+Products shipped
·24+Industries served
·FixedCost delivery
·10-16Week delivery cycles
The tools built for sales are not built for post-sales
Most CRMs are designed to close deals. They track pipeline stages, opportunity values, and close dates. None of that maps to what a customer success manager does after the contract is signed. Post-sales work is about adoption milestones, engagement trends, support patterns, renewal timelines, and account health -- none of which a standard CRM surfaces without significant customization that rarely works the way the CS team needs it to.
The result is customer success teams building their own systems out of spreadsheets, Notion pages, and Slack alerts that no one reads. We build the software that replaces that stack -- health scoring that actually reflects the signals that predict churn, task and playbook workflows that match how CS teams operate, onboarding automation that moves customers through setup without requiring a manual touch at every step, and renewal dashboards that show the full picture 90 days before the decision point rather than three days before.
What we build
Customer health scoring platform
A health scoring engine that aggregates product usage, support ticket volume and sentiment, NPS and CSAT responses, CRM activity, billing signals, and communication cadence into a single account health score. Configurable signal weighting so the score reflects what actually predicts churn in your customer base rather than a generic industry benchmark. Segment-level scoring so CS managers see health across a portfolio at a glance, not just per-account. At-risk accounts surface automatically before the customer signals intent to leave.
CS team workflow and account management
Account ownership assignment, portfolio views, task management, and escalation routing designed for post-sales teams managing 50 to 500 accounts per CSM. Playbook execution tracking so standard interventions -- onboarding calls, QBR scheduling, renewal conversations -- happen at the right time without relying on individual CSM memory. Manager visibility into team activity and account coverage without requiring manual status reports. The workflow layer that makes health scores actionable rather than informational.
Customer onboarding automation
Onboarding workflow automation that guides new customers through setup, activation, and first-value milestones without requiring a CS team member to manually trigger each step. Automated checkpoint tasks, customer-facing progress portals, and CS team visibility into where each account is in the onboarding sequence. Time-to-value and activation rate analytics that show which onboarding steps are causing drop-off. Reduces the volume of manual onboarding work that fills CS capacity without requiring human judgment.
Renewal and expansion management
Renewal pipeline tracking with contract dates, renewal value, and at-risk flags surfaced 90 to 120 days before the renewal decision. Expansion opportunity identification for accounts showing strong health signals and product usage growth. CS team workflow for renewal conversations, negotiation tracking, and multi-year contract management. Gross revenue retention and net revenue retention dashboards for leadership. The tooling that shifts renewal from a reactive scramble to a managed, proactive process.
Customer engagement analytics
Product usage tracking integrated with CS workflows so CSMs see session frequency, feature adoption, depth of use, and engagement trend over time -- without switching between the CS platform and a separate analytics tool. Cohort-level analysis to compare engagement across onboarding vintage, plan type, industry, or account size. Engagement alerts that fire when an account's usage drops below a threshold, triggering a CS intervention before the customer starts shopping alternatives.
Customer success integrations
Integration layer connecting your CS platform to the data sources that make health scoring and workflow automation meaningful: your product's usage events, your CRM opportunity and contact data, your support ticketing system, your NPS and CSAT survey platform, and your billing system. Pre-built connectors for Salesforce, HubSpot, Intercom, Zendesk, Stripe, and ChargeBee. Custom integration support for homegrown or less common data sources. The integrations that turn isolated data into a unified view of account health.
Frequently asked questions
A custom CS platform makes sense when your scale, integration requirements, or workflow needs fall outside what off-the-shelf tools handle well. Gainsight and Totango are built for mid-market and enterprise CS teams with relatively standard post-sales workflows. If your health scoring logic is specific to your product's usage patterns, if you need CS functionality embedded in your existing product rather than in a standalone tool, if your integrations are non-standard, or if the per-seat cost of enterprise CS platforms doesn't justify the features you actually use -- a custom build is worth evaluating. We scope both options honestly before recommending one.
The most predictive health score inputs are product usage (login frequency, feature depth, session recency), support signals (ticket volume, ticket sentiment, escalation history), NPS and CSAT survey responses, CRM activity (last contact date, engagement with QBRs), billing signals (payment delays, downgrade requests, plan changes), and communication cadence (email open rates, response times to CS outreach). The weight assigned to each signal should reflect what actually predicts churn in your customer base, which we determine during discovery by analyzing your historical churn data alongside the available signals.
The sales-to-CS handoff is one of the most common failure points in post-sales workflows. We build the handoff as a structured workflow -- not just a CRM stage change. When a deal closes, the CS platform pulls deal context from your CRM: product configuration, negotiated terms, stakeholder contacts, and any commitments made during the sale. An onboarding task sequence is triggered automatically. Account ownership is assigned based on your CS team's territory or segment rules. The CS manager receives a structured handoff brief rather than a phone call summary that gets lost. The workflow is configurable to match your actual sales-to-CS process.
A health scoring platform with basic CS workflow -- account views, at-risk alerting, and CRM integration -- typically runs $20,000 to $60,000 and delivers in 10 to 14 weeks. A full CS platform covering onboarding automation, renewal management, playbook execution, and multi-source integrations typically runs $60,000 to $150,000 depending on integration complexity and the number of data sources. We scope and price every project before starting. Fixed cost, no hourly billing.
