CS team running account management in a shared spreadsheet because your CRM doesn't support the portfolio views, task workflows, and playbook tracking that post-sales work requires?
CS managers spending hours every week pulling status updates from individual CSMs because there is no system that gives them portfolio-level visibility?
Customer Success Platform Development
Custom CS team workflow platforms -- account ownership, task management, playbook execution, escalation routing, and the internal tooling that replaces spreadsheets and Notion for post-sales teams managing hundreds of accounts.
Most CS teams are operating their most critical workflows outside the tools they're supposed to be using. Account health lives in a spreadsheet, playbook steps are tracked in Notion, and escalations happen over Slack because the CRM doesn't support post-sales work. We build the platform that pulls all of it into one place.
Account ownership and portfolio management across the full CS book of business
CS task and activity management with playbook execution tracking
Escalation routing and manager visibility into at-risk accounts
CRM and product data integration bringing context into the CS workflow
RaftLabs builds custom customer success platforms for SaaS and subscription businesses -- account ownership and portfolio management, CS task and activity workflows, playbook execution tracking, escalation routing, and manager visibility into team performance. A custom CS platform replaces the spreadsheet and Notion stack that most post-sales teams are running their critical workflows in. Most CS platform projects deliver in 12 to 16 weeks at a fixed cost.
100+Products shipped
·24+Industries served
·FixedCost delivery
·10-16Week delivery cycles
A CRM is not a customer success platform
CRMs are built to move prospects through a pipeline. They track deals, contacts, and activities leading to a closed sale. None of that structure maps cleanly to what happens after the contract is signed. Post-sales work is account management -- monitoring health, executing onboarding playbooks, scheduling QBRs, managing escalations, and tracking renewal timelines. CRMs that have been customized for CS work tend to require significant workarounds that break under load and frustrate the teams using them.
A purpose-built CS platform gives CS teams the account views, task workflows, and playbook structures they need without the CRM's sales-oriented mental model getting in the way. It integrates with the CRM for deal context, but it's built around the post-sales process. CS managers get portfolio visibility without weekly status meetings. CSMs get task lists driven by playbooks, not memory. Escalations happen in the system, not over Slack. We build these platforms for SaaS and subscription businesses whose CS teams have outgrown the spreadsheet stack.
What we build
Account ownership and portfolio management
Account assignment and portfolio views for CS teams managing 50 to 500 accounts per CSM. Each account view shows health score, open tasks, recent activity, key contacts, contract value, renewal date, and last interaction -- everything a CSM needs to prepare for a customer conversation without switching between five tools. Portfolio views aggregate accounts by health status, segment, renewal timeline, or risk tier so CSMs can prioritize daily work without manually scanning rows in a spreadsheet. Territory rebalancing and account reassignment workflows for CS leadership.
CS task and activity management
Task management designed for post-sales workflows -- not generic project management adapted to fit. Tasks are linked to accounts, triggered by playbooks or health score changes, and visible in both the account view and the CSM's daily task queue. Activity logging captures calls, emails, QBRs, and escalation interactions against the account timeline so the full history is available to any team member who picks up the account. Due dates, priority levels, and completion tracking without the overhead of a project management tool that wasn't built for CS work.
Playbook automation and execution tracking
Playbook templates for the standard CS interventions -- onboarding kick-off, first 30-day check-in, QBR scheduling, at-risk outreach, renewal conversation, and expansion discovery. Playbooks generate task sequences automatically when triggered by account events -- a new customer signing triggers the onboarding playbook, a health score drop triggers the at-risk playbook. Execution tracking shows CS managers which playbook steps have been completed and which are overdue across the entire team without requiring individual status updates. Playbook templates are configurable per segment, plan tier, or account value.
Escalation routing and management
Structured escalation workflow for accounts requiring executive or technical intervention beyond the assigned CSM's authority. Escalation creation captures the issue, the impact, and the requested resolution. Routing rules assign escalations to the correct internal owner -- CS manager, account executive, support lead, or product team -- based on issue type and account tier. Status tracking and resolution documentation kept in the account record so escalation history is visible to everyone involved. Escalations resolved in the platform rather than lost in Slack threads or email chains.
CS team performance analytics
Manager dashboards showing task completion rates, playbook execution, account health distribution, and activity volume across the CS team. Individual CSM performance metrics covering accounts managed, at-risk accounts, overdue tasks, and escalation volume. Health trend analysis across the portfolio -- what percentage of the book improved or deteriorated over the last 30 days. Reporting for CS leadership on GRR and NRR trends, churn by segment, and expansion pipeline. The analytics layer that gives CS leadership a factual view of team performance without relying on manual reporting.
CRM and product data integration
Bidirectional integration with Salesforce or HubSpot for contact and opportunity data, deal context, and renewal pipeline. Product usage data pulled from Segment, Amplitude, or Mixpanel to surface engagement signals in the CS workflow without requiring the CSM to switch tools. Support ticket integration with Zendesk or Intercom so recent support history is visible on the account view. Data written back to the CRM for activities, health scores, and renewal status so the single source of record is maintained without manual data entry in two systems.
Frequently asked questions
A CRM is optimised for the pre-sales process -- pipeline stages, deal values, and activities that move a prospect toward a close. A CS platform is optimised for the post-sales process -- account health monitoring, onboarding execution, playbook management, escalation handling, and renewal tracking. The data models are different, the workflow structures are different, and the views that matter to a CSM are different from the views that matter to a sales rep. Most CRMs can be customized to support some CS work, but the customization is significant and the result rarely matches a purpose-built tool. We build CS platforms that integrate with your CRM for deal and contact data while providing the post-sales workflow layer the CRM doesn't offer.
The most common automated playbooks are onboarding sequences (triggered on contract signing), first-value check-ins (triggered at 30 and 60 days), at-risk outreach (triggered by health score changes), QBR scheduling (triggered by tenure milestones or quarterly calendar events), renewal conversations (triggered 90 days before renewal date), and expansion discovery (triggered by strong health scores and usage growth). Each playbook generates a task sequence for the assigned CSM with suggested actions, timing, and talking points. Playbooks are configurable -- you define the trigger conditions, the task sequence, and the actions involved. We build the engine; you define the process.
Manager visibility is built into the platform rather than delivered through manual reporting exports. CS managers see portfolio health distribution, task completion rates, playbook execution status, and at-risk account counts in real time. Individual CSM dashboards show accounts managed, open tasks, overdue tasks, and recent activity. Escalation dashboards show open escalations by type and owner. Leadership reporting covers GRR, NRR, churn by segment, and expansion pipeline. All reports are generated from live data in the platform -- no weekly spreadsheet compilation required.
A custom CS platform covering account management, task workflows, and basic playbook execution with CRM integration typically runs $25,000 to $70,000 and delivers in 12 to 16 weeks. Adding health scoring, renewal management, and advanced analytics increases cost. The total scope for a full CS platform -- health scoring, workflow, playbooks, escalation routing, renewal tracking, and multi-source integration -- 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.
Tell us how many accounts your CS team manages, what your current workflow stack looks like, and where the gaps are. We will scope a platform that fits the way your team operates.
