Accoil
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For B2B SaaS founders and the teams who work with customers after the sale

See which accounts aren't getting full value from your product, and what to do about each one.

Accoil is a customer-success consultancy with our own tooling. We take on the weekly review of one segment, comparing each account's usage and revenue with a benchmark of your successful customers. You get the evidence and a recommended next move on the account in your CRM. Your team approves the standard, decides what to act on, and owns every customer conversation.

Talk to a founder →

Thirty minutes on one example segment. We'll work out which piece, if any, makes sense to start with.

Every account, checked weeklyIllustrative
AccountAgainst the standardGap
Halden Co
Meets · room to grow
Mirefield
Meets
Quill & Post
Meets
Bryce Analytics
Below
Northstar Labs
Below · one department
Tessellate
Meets
Orrin Health
Below
Ledgerline
Meets · room to grow

Northstar Labs · recommended move

Champion-led rollout

One department uses the product every week. CRM notes and a support thread show a second doing the same job by hand.

Decision: your team

Call us when

  • The account spreadsheet lives and dies with whoever's keeping it current.

    The weekly checking moves to us, in your systems, and the sheet stops being anyone's job.

  • Expansion opportunities go unchecked, and the team is already behind.

    Each account arrives with a drafted move and the reason, so your team decides instead of digs.

  • You're hiring for post-sale without the tools or process in place.

    They inherit the playbook and the benchmark instead of building them.

  • You have the data. Acting on it isn't straightforward.

    Here's one account, worked through.

What the system looks like on one account

Illustrative: inspired by a real business; numbers are rounded.

Account recordNorthstar Labs
Owner
J. Reyes
Review
8 weeks
Plan
$12,000 / yr
The standard
For an established customer, good means regular use across every team the product supports.
The gap
This account pays $12,000 a year. One department uses the product every week. CRM notes and a support thread show a second doing the same job by hand. Comparable customers with both on the product pay $18,000. Worth a conversation.
The action
A rollout conversation led by the existing champion, with a short video to share internally. A sponsor conversation only if budget is the blocker.
The review
Eight weeks on: did the second department start? Did billing change? What does it tell us about the next account like this one?
Account record · CopperbeamNO MOVE

And one we'd leave alone.

Same usage pattern, but the second department was cut last quarter. No move. Noted for the next check.

Now the segment.

Say 120 accounts look like this one. Which have the same opening, and which have a reason to be left alone? That's the weekly check, account by account.

Start where it makes sense

Each piece is yours to keep.

  1. The engagement playbook.

    What a successful customer looks like in trial, newly paid and established accounts, with plays for each stage. Built with you from your product, documentation and customer data.

  2. The benchmark and gap report.

    Every account compared with it weekly, using product usage, CRM, billing and support data. Not a health score: the gap on each account and what it’s worth, documented so you can argue with it.

  3. The recommended moves.

    For each account with a gap: the play, the message and why, ranked by value, on the account in your CRM.

  4. Review and refinement.

    After your team acts, we return to each account, record what changed, and refine the playbook.

Our AI agents do the checking. People make the call.

Who works out what good looks like

Accoil
With you, per segment, against your revenue. You approve it.
The sheet
Whoever wrote the formulas
The hire
The hire, with leadership
Next year
Decided next year
A CS platform
Your team, in the tool's configuration

Who checks every account, every week

Accoil
We do, with our tooling
The sheet
Whoever keeps the sheet current
The hire
The hire, between conversations
Next year
The accounts someone has time for
A CS platform
The tool runs the checks; your team maintains and reads them

Who talks to your customers

Accoil
Your team. Nobody from Accoil.
The sheet
Your team
The hire
Your team, including the hire
Next year
Your team
A CS platform
Your team

What you keep if it ends

Accoil
Playbook, benchmark and analysis, in your systems
The sheet
The sheet, and what it taught you
The hire
Their work, as documented
Next year
Your data, as it is then
A CS platform
Your data; the setup stays in the tool

When it isn't us

Accoil
Under about a hundred accounts, do it by hand. You can, and you should. We'll even show you how.

Who does the work

We've spent 25 years helping customers get value from software. Between us we've run companies from startup to exit, including ThinkTilt, acquired by Atlassian.

The lesson: the signal isn't the hard part. Turning it into revenue, account by account, is – and the hours aren't there.

Kate, Simon and Peter

Talk to a founder

Thirty minutes with Kate, Simon or Peter on one example segment: what a successful customer looks like, where the gaps are, and whether there's work worth doing this quarter.

Talk to a founder →

FAQ

Where do we start?
With the playbook, or a benchmark of your account base. Each later piece builds on the one before.
How do we know it's a fit for us?
You're B2B SaaS, tracking product-usage data, use a CRM, and you have more accounts than anyone reads by hand. You also have someone who talks to customers after the sale – or a hire on the way.
We're doing this next year.
If there's nothing your team could act on this year, waiting may make sense. If there is, start with that decision and the evidence it needs.
How will you work with our CS lead?
They help define what a successful customer looks like, and they push back on any move that misses what they know about the account.
What does our team have to do?
One point person for access and approvals: a couple of hours in the first weeks, then a short check-in each time we bring results.
What does it cost?
Priced for one segment, by how far you go. The number comes on the call. Nothing is pulled from your systems before the scope is agreed.
How long do we work together?
Through the first review at least. Then if you'd like help keeping the system running, we do three, six, or 12-month arrangements.
How does handover work?
The work stays in your systems. To end access, remove us from your tools.