Summary
This play identifies active customer accounts where only one or two users are engaged, signaling a need for broader team activation. It’s a key retention lever during onboarding.
Why this works
Prevents “single-user dependency” early in the customer lifecycle
Drives product value realization across the team
Reduces churn risk and unlocks expansion through multi-role adoption
Goal
(1) For the reader
Ensure all relevant users within a newly converted account are onboarded—not just the initial buyer.
(2) For the company
Improve retention and unlock future expansion by ensuring team-wide adoption early.
Accoil Signal
(1) Primary signal
Account = new paying customer
Account status = in onboarding phase
Engagement limited to 1–2 users
Activation Score = low to moderate
Key setup steps incomplete
(2) Additional insights
Account tier = Team or Enterprise
Only admin role is logging in
Trial prior to purchase was more active than current usage
Action steps
Use filters for:
Active paying customer
Mid user activation
Only admins using the product
Setup incomplete or minimal feature depth
Highlight benefits of inviting the team
Recommend key workflows by user role (e.g., finance, ops, IT)
Offer 1-click invite templates or a shared team checklist
Share Role-Based Resources
Send targeted guides or case studies
Recommend integrations or automations relevant to teams
Schedule a team onboarding session
Monitor login spread beyond original user
Set alerts for milestone completion by new users
Flag non-activation by Day 14 for CS follow-up
Supporting metrics
Metrics | How to measure in Accoil |
Team Activation Rate | Percentage of users in the account who become active |
Multi-role Adoption | Diversity of roles engaging with the product |
Activation Speed | Time taken to achieve full-team activation |
Expansion Readiness Signal | Indicators of potential for account growth |