Lumenbase

    Accounts

    Growth

    Retain and expand customers with health tracking, renewals, and strategic bands.

    By Sebastian StreiffertPublished Jan 10, 2026Updated May 29, 20269 min read

    What Are Accounts?

    Accounts are companies with whom you have a commercial relationship. They might be current customers, past customers, or strategic partners. The Accounts section is where post-sale relationship management happens.

    Not every company is an Account. A company becomes an Account when a deal closes won, or when you manually designate it as one. The distinction matters because Accounts include health tracking, renewal management, expansion fields, and revenue history that prospect companies do not use.

    Companies and Accounts are the same underlying entity. "Account" is a designation, not a separate record. When a company becomes an Account, its history, contacts, and activities remain intact.

    Company Bands

    Company Bands segment your accounts by strategic importance. By default, Lumenbase offers three tiers (Normal, Account, Key Account), though you can customize these in Company Settings → Configure Fields → Company Band.

    When a company wins their first deal, you can have a band assigned automatically (default is Account). You can also assign or change bands manually. For first-won setting, Accounts list, icons, and colors, see the Company Bands article.

    Company Bands drive workflows. Automations can trigger based on band changes, and reports can filter by band to analyze segment performance.

    Account Health

    Account health aggregates signals that indicate whether a customer relationship is thriving or at risk. Unlike deal health (which predicts close likelihood), account health predicts renewal and expansion likelihood.

    Health Factors

    FactorPositive SignalNegative Signal
    EngagementRegular logins, feature adoptionDeclining usage, support silence
    RelationshipMultiple contacts engagedChampion left, single thread
    CommercialOn-time payments, expansion interestLate payments, discount requests
    SupportFew tickets, quick resolutionsEscalations, unresolved issues
    Renewal proximityEarly renewal discussionsApproaching date with no contact

    Health scores range from 0-100 and display as color-coded indicators. Green accounts are healthy. Yellow need attention. Red are at risk. Use these to prioritize customer success efforts.

    Health scores are indicators, not predictions. A healthy account can still churn due to factors outside your visibility. A low-health account might renew because switching costs are high. Use scores to guide investigation, not to replace it.

    Revenue History

    Each account shows a complete revenue history: closed won deals, invoices paid, and expansion revenue over time. This timeline helps you understand the relationship's commercial trajectory.

    What You Can See

    • Original deal value and close date
    • Subsequent deals and expansions
    • Invoice history and payment status
    • Total lifetime value (LTV)
    • Annual recurring revenue (ARR) if applicable

    Revenue history appears in renewal conversations and account views. Showing a customer their growth trajectory with you builds the case for continued partnership.

    Stakeholder Mapping

    Accounts typically involve multiple contacts. The Stakeholder Map visualizes these relationships so you understand who influences decisions.

    Stakeholder Roles

    RoleDefinitionWhy Track
    ChampionInternal advocate for your productProtect this relationship above all
    Decision MakerSigns contracts, approves budgetEngage early in renewal conversations
    InfluencerAffects decisions without authorityKeep informed and positive
    End UserUses your product dailySource of feedback and adoption data
    BlockerSkeptical or opposedUnderstand objections, address concerns

    Update stakeholder roles as relationships evolve. A champion who leaves becomes a risk to flag. An end user who becomes influential deserves more attention.

    Multi-threading protects accounts. If your only contact leaves, you start from scratch. Build relationships across the organization.

    Renewal Management

    Renewals are where retention happens. Lumenbase tracks renewal dates and helps you prepare for them proactively.

    Setting Up Renewals

    1. When a deal is marked Won, capture contract term or renewal date in the win dialog
    2. First won deal sets Account Since and can auto-assign the Company Band
    3. Use the Accounts page renewal queue and quick filters (90d, overdue) for portfolio view
    4. Needs Attention and Today surface renewal and low-health account signals
    5. Create automations for renewal reminders (scheduled or record-based)

    Renewal Pipeline

    Some teams create a separate pipeline for renewals, distinct from new business. This keeps the forecasting clean and allows different stages. A renewal might go through "Review Scheduled" → "Terms Discussed" → "Renewal Signed."

    If renewal conversations stall or risk emerges, create a Revenue at Risk entry to flag the threatened revenue. This surfaces the issue in forecasting and prompts intervention.

    Expansion Opportunities

    Existing customers are your best source of growth. Expansion revenue comes from upsells, cross-sells, and additional seats or usage.

    Identifying Expansion Signals

    • High product usage approaching plan limits
    • Requests for features on higher tiers
    • New departments or teams interested in adoption
    • Customer inquiries about additional products
    • Positive NPS or satisfaction scores

    Tracking Expansion Deals

    Expansion opportunities become deals in your pipeline, linked to the existing account. Tag them as "Expansion" to distinguish from new business in reporting. Some teams use a dedicated expansion pipeline.

    Account Activities

    Lumenbase logs every interaction with an account: emails, meetings, support tickets, and notes. The activity timeline shows the full history of the relationship.

    Activity Sources

    • Email sync captures correspondence automatically
    • Calendar sync logs meetings and calls
    • Support integrations can push ticket data
    • Manual entries for notes and offline conversations

    Review the activity timeline before any customer conversation. Knowing what happened recently prevents awkward repetition and shows customers you are paying attention.

    Best Practices for Account Management

    • Assign clear ownership. Every account needs an owner responsible for the relationship. Orphaned accounts get neglected.
    • Segment by Company Band. Your Key Accounts deserve different treatment than standard customers. Resource allocation should reflect this.
    • Monitor health proactively. Do not wait for renewal season to check on accounts. Weekly health reviews catch problems early.
    • Document stakeholder changes. When contacts leave or join, update the stakeholder map. Relationship continuity depends on accurate data.
    • Create expansion bundles. Know what triggers expansion conversations and have templates ready. Systematic expansion beats opportunistic.
    • Link invoices to accounts. Commercial health matters. Seeing payment patterns alongside engagement tells a complete story.

    Quick Reference

    Access Accounts: Sidebar → Accounts
    Set Company Band: Account detail → Company Band dropdown
    View Health Score: Account detail → Health section
    Manage Stakeholders: Account detail → Contacts → Edit roles
    Configure Bands: Company Settings → Configure Fields → Company Band (cog)

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