Take the handoff at BAU. Own it from there.
Customer Success picks up where the Delivery Engine signs off. When an engagement graduates from Closure to BAU it lands in your portfolio with health scores, renewal pipeline, change requests with payment gates, and the full gate-snapshot trail of what was actually delivered.
!Without Anchor
- ✕ Delivery hands off via email — no record of what was actually signed, no audit trail at renewal
- ✕ At-risk accounts discovered only when clients complain — no proactive health monitoring
- ✕ Post-go-live change requests buried in email with no payment gate, no impact on BID
- ✕ Churn risk identified too late — no early signals, no health scores, no renewal tracking
- ✕ "Live customers" muddled with active implementations on the same board
✓With Anchor
- ✓ BAU graduation is an atomic transition — every closed engagement carries its full gate-snapshot trail
- ✓ Live health scores surface at-risk accounts automatically — fix issues before clients notice
- ✓ Post-graduation CRs run the 11-stage workflow with payment gates and re-snapshot the BID on approval
- ✓ Renewal pipeline with MRR tracking, health trends, and relationship signals per account
- ✓ Customer Success sees only live customers — active delivery work stays on the delivery board
Everything you need, from BAU to renewal
Every live customer, one portfolio
Once an engagement graduates from Closure to BAU, it joins the CS portfolio scoped to currentPhase = bau. Each account carries its current phase, BAU graduation date, the gate-snapshot history of what was delivered, and live health signals.
- Full gate-snapshot history per account
- BAU graduation date + freshly-graduated badge
- Active delivery work stays off this view
- Renewal date, MRR, key contact in the portfolio header
14
Healthy
3
At Risk
1
Churning
Know who's at risk before they tell you
Every account gets a live health score based on engagement, task velocity, open blockers, and relationship signals. Surface accounts showing early churn indicators, track renewal timelines and MRR, and coordinate your CS team around the accounts that need attention most.
- Health scoring across engagement & activity signals
- At-risk & churning alerts with context
- MRR, renewal date & key contact tracking
- CS scout for QBR prep, notes & action recommendations
Post-go-live scope, audited
Once a customer is live, every scope change runs through the 11-stage workflow: Submitted → Pending Documentation → Pending Scope → Pending Signature → Awaiting Payment → In Development → Testing → Pending Signoff → Completed. On approval, the BID re-snapshots with phase: bau — so renewal conversations always reference current truth.
- Kanban board with drag-and-drop stages
- Client signature & payment confirmation gates
- Filter by billing, origin, implementation, status
- "Needs attention" alerts for stale CRs
Acme Corp Portal
anchor-hq.dev/c/acme
Give clients a window into their project
Each implementation can have a self-service client portal with customizable branding, selective feature visibility (tasks, hours, timeline, change requests, meetings, knowledge base), announcements, quick links, and welcome messaging. Domain allowlisting ensures only the right people get access.
- Custom logo & branding per client
- Toggle visibility: tasks, hours, dollars, CRs
- Announcements & news feed
- Client invitation with acceptance tracking
Financial oversight built in
Track budgets, hours, rates, and team capacity per implementation — no separate spreadsheet needed.
Budget Tracking
Monitor spend vs. budget per implementation with burn rate trends and forecasting. See hours logged, fee schedules, and rate management in one tab.
Resource Planning
Assign team members with weekly capacity hours and hourly rates. Track utilization percentages and get over-allocation warnings before people burn out.
CR Financials
Every change request carries cost estimates, billable/non-billable classification, invoice status (not invoiced, invoiced, paid), and payment confirmation.
Transform your CS operations
Anchor is invite-only while we onboard early teams. Sign in if you already have access, or join the waitlist and we'll reach out when a seat opens.