Scale Customer Success Without Gainsight's Per-CSM Tax.

Gainsight starts at $50-100K/year and scales to $500K-2M for mid-market+ — per-CSM seat fees + per-feature add-ons. Totango similar. Replace both with Aeion CRM + Helpdesk + Claw + BI + Marketing. Per-customer health scores, AI-driven renewal-risk prediction 90 days out, automated QBR prep, expansion pipeline surfacing, churn intervention — all native across CRM, Helpdesk, Marketing, and Workspace ($49/mo each, unlimited users), BI (from $39/mo), and Claw included free — no per-CSM seat fee regardless of team size.

What Aeion Ships for Customer Success

Per-Customer Health Scores

Every account gets a real-time composite health score built from product usage, ticket volume, sentiment, payment history, and relationship signals — with trend tracking so a CSM sees a score sliding before it becomes a renewal crisis. Replaces the Gainsight CTA and Totango SuccessBLOC workflows CSMs already know, without the per-seat tax. Read CRM →

AI Renewal-Risk Prediction

AeionClaw flags at-risk renewals 90 days before they're due, with the specific risk factors behind the score and a suggested intervention attached — so the CSM's first move is already drafted instead of starting from a blank page. Read Claw →

Automated QBR Prep

AeionClaw drafts the quarterly business review directly from usage data, ticket history, project status, and open opportunities, so the CSM spends 15 minutes reviewing and customizing instead of 3-5 hours building slides from scratch. Read Workspace →

Expansion Pipeline AI

The same usage data that predicts churn also surfaces growth — feature-adoption signals, peer-comparison gaps, and upsell triggers get routed to the AE and CSM jointly, so expansion conversations start from evidence instead of a hunch.

Per-Account Customer 360

One customer record spans CRM, Commerce, Helpdesk, Inbox, and product usage — so a CSM opening an account sees the whole relationship instead of stitching together 4-6 vendor silos by hand.

Churn Intervention Workflows

When a customer's health drops, a payment gets missed, a ticket escalates, or a key user goes quiet, a trigger-based workflow fires automatically — AI drafts the personalized re-engagement, and it escalates to an executive automatically for your highest tiers.

Onboarding Lifecycle

Per-customer onboarding runs against a playbook with real phase gates and stage-completion tracking, and AI surfaces the customers who are stuck — before a stalled onboarding turns into a first-renewal risk.

NPS + CSAT + Customer Voice

NPS responses, CSAT scores, feature requests, and bug reports for a customer all live in one place, and AI spots the patterns across them — turning scattered feedback into a prioritized product signal.

CS Economics

Typical CS tooling stack:

Gainsight CS: $150-1500/CSM/month + per-feature add-ons = $100-500K/year for mid-market
Totango: $50-300/CSM/month = $30-200K/year
ChurnZero: $40-200/CSM/month = $25-150K/year
Per-CS-specific tools (Customer Voice, Pendo, etc.): $50-200K/year
Total: $200K-1M/year for mid-market

Aeion replacement:

Aeion CRM + Helpdesk + Marketing + Workspace + BI Professional: ~$3,300/year flat, unlimited users, regardless of team size
LLM inference for CS AI: $5-20K/year
Total: $8K-23K/year

Year-1 savings: $175K-990K

But the real win is net retention impact. CS teams using Aeion's predictive risk + QBR automation typically report:

Net Revenue Retention: +5-15 points
Gross Retention: +2-5 points
Expansion ARR: +20-40%
CSM productivity: +30-50% (more accounts per CSM)

For a $50M ARR SaaS, +10 NRR points = $5M of additional ARR. That's the bigger story.

Per-Customer Health Score Architecture

Every customer gets a single 0-100 health score, color-coded red (under 40), yellow (40-69), or green (70+) — but the number is built from five weighted signal groups, and the weights are tenant-tunable so the score reflects what actually predicts churn in your business, not a generic template.