Customer prioritization

Many teams struggle to answer a simple question: Which customers should we work on this week?

SaaS Tracker helps by combining:

• Signals – revenue-aware customer signals
• Revenue analytics – MRR, ARR, and top revenue organizations
• Revenue × Health – segmentation of orgs by health and revenue

This page describes a practical playbook for focusing on the right customer organizations.

Step 1 – Start with Signals

Begin in Analytics → Signals:

1. Look at the summary cards to see how many organizations currently have active signals and how much MRR is marked as at risk.
2. Sort by Priority and scan the highest-ranked organizations.
3. For each org, check:
   • Signal types – Revenue at risk, Usage drop, Inactive paying, Expansion candidate
   • MRR – impact if the org churns or expands
   • Last seen – how recently they were active

Focus first on:

• Revenue at risk with high MRR
• Inactive paying orgs where last seen is weeks ago

Step 2 – Review Revenue × Health

Next, open Analytics → Revenue Health:

1. Look at the Revenue at risk cell (low health, high MRR) to understand how much of your revenue is exposed.
2. Review the Champions and Expansion cells to see where healthy revenue and potential upsides are.
3. Click a cell to open the Organizations list filtered to that segment.

This gives you a segment-level map of where to focus:

• Revenue at risk – retention and rescue work
• Champions / Expansion – upsell and expansion work

Step 3 – Open the organization detail page

From Signals or the Organizations list, open the organization detail page for the accounts you want to focus on.

On the org detail page, combine:

• Usage timelines – how usage has evolved
• Health score – where the org stands relative to your model
• Subscriptions – current MRR, products, and history
• Signals for that org – active risk or expansion indicators

This gives enough context to decide a concrete action.

Step 4 – Use revenue and activity together

For each organization:

• If MRR is high and health is low → treat as an urgent retention case.
• If MRR is low but health is high → consider them a growth candidate; they may be ready for a larger plan or additional products.
• If MRR is high and usage is growing → treat as a strategic account for expansion and advocacy.

Examples:

• High MRR + low health – urgent retention case. Coordinate with customer success to understand what went wrong and which stakeholders to contact.
• Low MRR + high health – possible expansion. Check product usage patterns to see if they qualify for a higher tier or cross-sell.
• Imported org + no activity yet – onboarding or activation target. Revenue may exist, but usage has not started; focus on getting them to first value.

Step 5 – Separate risk, onboarding, and expansion

As you go through the list, tag or note each organization by case type:

• Risk – revenue at risk, inactive paying, sharp usage drop
• Onboarding / activation – imported orgs with subscriptions but little or no usage
• Expansion – healthy orgs with consistent or growing usage

You can then:

• plan retention campaigns around risk accounts
• assign onboarding tasks or playbooks for activation targets
• schedule expansion conversations (QBRs, upsell calls) for the strongest candidates

Putting it together

Run this playbook regularly (e.g. weekly) so customer success and revenue teams always know:

• which organizations are at risk
• which are ready for growth
• where to spend their limited time and attention

Related docs

• Signals
• Revenue × Health
• Revenue analytics
• Customer organizations