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Configure and leverage Account Lists


This article will help you understand, create and leverage "Lists" in CustomerSuccessBox.

Who’s this for?

If you are responsible for setting up CustomerSuccessBox, this article will help you with grouping your accounts on basis of their health, usage and activities.

If you are a CSM, you will be able to see the lists of various Accounts & users following various criteria.

What is Lists?

The "lists" in CustomerSuccessBox allows you to create a list of Accounts or Users  based on various metrics (like Health, Frequency of Usage, Invoices, Tickets, Custom attributes, Relationship.) 

We have added following new metrics which were not present in Segment configuration.

  • Playbooks
  • Alerts
  • Journeys
  • Milestones
  • Outcomes 

Some of the lists that you can create are

  • List of Accounts with Overdue Invoices, Subscription canceled etc
  • List of Accounts where QBR playbook has never been enrolled, 
  • List of Accounts where Risk Alert has been triggered
  • List of Accounts where a milestone has not been met in the Onboarding stage
  • List of Admin users whose last touchpoint is more than 45 days
  • List of users who have used a particular feature more than 5 times in the last 30 days

 You can create a list to analyze the Accounts & Users that fit certain criteria. There is no limit on the number of lists that you can create.

Pre-requisite: For creating lists, you will have to define Segments (usually segments are the high-level business segments that depend on Lifecycle-stage or Tiers of MRR, Plan, etc). without defining the right segments, lists will not function.

Please note: Lists can be applied to multiple Segments & you are even run the journeys on Lists

Stages of Lists

There are two types of lists in your CustomerSuccessBox account: Enable Lists & Disable lists. 

Enable Lists

  • Enabled lists will automatically update their members based on its criteria.
  • Records will join the list when they meet the criteria and leave the list when they no longer meet the criteria.

Examples of situations when lists should be enabled:

  • When you are sending automated emails to live Accounts that have not met milestones. If you keep this list enabled, the system will keep on adding new accounts to the lists which will be live & have not met milestones. This way, enabled lists will automatically change the list of Accounts.
  • When you want to send out welcome emails to new users

Disabled lists

  • Static lists are snapshots of the Accounts & Users who meet set criteria at the point when the list is saved.
  • Disabled lists do not update automatically.
  • New records that meet the criteria will not be added to the list.

Please note : Journeys can not be activated on Disabled Lists.

Set up a new list

  • In your CustomerSuccessBox account, navigate to Customers> Lists
  • In the upper right, click "Add New list"

  • Select whether you want to create Account level or User level list & enter a name.
  • Select "Segments" to which the criteria's' needs to be applied. You can select multiple Segments.

  • In the left panel, set the criteria you want to work with.
    Once you've set your criteria, click Save Records that fit this criteria will populate in the table. 
  • Now Enable the list in order to populate the results. Your list may take some time to process.

Once the list has been populated, you can see the distribution of those Accounts as per their health & Amount (they are paying).

Access and edit a list

  • In your CustomerSuccessBox account, navigate to Customers> Lists.
  • By default, you will be on the Enabled lists, you will be able to see & access the lists. Click on the lists to see which Accounts or Users meets the criteria. Only Admins can edit the lists.
  • In the table, click the list you want to access.
  • To search for a specific contact in your list, use the search bar in the upper right.
  • In the upper right, click the Actions dropdown menu to perform more actions with your list:
    • Edit columns: select the  properties to display for each contact in the table.
      Export/Export list: download a copy of the list.

FAQ on Lists

  • How are Segments different than Lists?

Answer:  With Segments, you can bifurcate accounts/users on the basis of metadata like Accounts, users, subscription details only. Whereas, with lists you can filter  accounts/users on the basis of anything & almost everything from playbook, alerts, tickets to Issues, everything.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from the Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to

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  1. Anu Dudhat

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