Verity for SaaS
Onboarding, support load, renewal risk, contract terms and collections all live apart. Verity puts the customer’s whole commercial and operational history on one record.
Verity runs the company around the product. Your product analytics stay where they are.
Verity / Accounts
LiveActive accounts
186
Renewals in 90 days
38
Onboarding overdue
11
Support above plan
14 accounts
Needs attention
Illustrative figures. Verity shows your own accounts in this shape.
How the business runs
A SaaS company knows more about its product than almost any other kind of business knows about anything. Events, funnels, cohorts and feature adoption are instrumented carefully. What is usually not instrumented is the company: how long onboarding actually takes, which accounts consume support far beyond their fee, which renewals are at risk and why, and what was actually promised in the contract that sales closed.
Onboarding is the clearest example. Time to first value is the strongest predictor of first-year retention, and it is delivered as a project by a team using a checklist in a document. Eleven accounts past their target go-live is eleven renewals already compromised, and the renewal conversation is eleven months away.
Support load is the second. Every SaaS business has accounts that consume several times the support their plan assumes, and the cost is absorbed into a general support budget rather than attributed to the account. Fourteen accounts costing more to serve than they pay is a pricing decision that cannot be made without the number.
The third is that renewal risk is knowable from operational signals — onboarding completion, support volume and sentiment, sponsor changes, unworked expansion — and those signals live in four different tools.
The fourth is that contract terms and what sales actually promised diverge, and the difference surfaces during a renewal negotiation.
Verity holds the account, its contract, its onboarding, its support history and its renewal position on one record.
What Verity calls these things
What gets in the way
SaaS difficulties come from company operations being far less instrumented than the product.
Onboarding runs long and nobody owns the date
Implementation is delivered from a checklist, target go-live dates slip, and the connection to first-year churn is understood in principle and not tracked in practice.
In Verity Onboarding is work with milestones, owners and a target date, so overdue accounts surface while intervention is possible.
Support cost is not attributed to accounts
Ticket volume is measured in aggregate, so accounts consuming several times their plan’s assumption are invisible.
In Verity Support effort is recorded against the account, so cost to serve against fee is a number per account.
Renewal risk is assessed at renewal
The signals that predict churn exist months earlier, in onboarding completion, support volume and sponsor changes, and are reviewed at the renewal date.
In Verity Risk indicators aggregate on the account continuously, so renewals are worked by risk rather than by date.
Expansion opportunities go unworked
Accounts at usage limits or with adjacent needs are identified by product data and never turned into assigned work.
In Verity Expansion signals become tasks assigned to an owner with the account history attached.
What sales promised is not what the contract says
Commitments made during a sales process are honoured by delivery and never recorded, and they resurface at renewal.
In Verity Contract terms and any commitments made are recorded on the account and visible to whoever delivers.
Collections are chased inconsistently
Subscription invoices go unpaid while service continues, and follow-up depends on who notices.
In Verity Balances age on the account with contact history and a consistent policy applied.
The complete system
One system for the company around the product.
Records
Each account is a record with its plan, contract terms, commitments made, renewal date, value and history.
Why it matters here The contract and the commitments around it are the only definition of what the company owes the customer.
In practice A commitment made during the sales process, recorded and visible to the implementation team.
Work
Onboarding is work with milestones, owners, a target go-live date, dependencies and a state.
Why it matters here Time to first value is the strongest retention lever a SaaS business has, and it is usually run from a document.
In practice Eleven accounts past target go-live, each showing the milestone it is stuck at and who owns it.
Workflows
Support is workflow with priority, effort, owner and resolution, recorded against the account.
Why it matters here Support effort per account is the missing half of account profitability.
In practice Fourteen accounts where recorded support effort costs more than the account pays.
Relationships
Accounts carry their sponsors, contacts, sentiment, escalation history and communications.
Why it matters here A sponsor leaving is one of the strongest churn predictors and is usually noticed at renewal.
In practice A sponsor change recorded against the account, raising a relationship task immediately.
People
The team is modelled once, and every onboarding milestone, ticket and renewal carries who owns it.
Why it matters here Retention outcomes vary by the person delivering onboarding and by support responsiveness.
In practice Retention among accounts onboarded by each implementation owner.
Reports and analytics
Onboarding time to value, support cost per account, renewal risk, expansion signals, churn reasons and collections come from the operational records.
Why it matters here Product analytics tell you what users do. This tells you what the company earns and spends serving them.
In practice Cost to serve against fee by plan tier, which frequently changes pricing.
Verity AI
Verity AI answers from your own account, onboarding, support and renewal records, respects permissions, and can create assigned follow-ups.
Why it matters here The questions worth asking cross onboarding, support and commerce, which is exactly what separate tools prevent.
In practice "Which renewals inside ninety days are at risk and why?" returns nine with the signals named.
Communication
Escalations, commitments, updates and reviews attach to the account they concern.
Why it matters here A renewal negotiation is conducted against a year of history that currently lives in several inboxes.
In practice Every escalation and its resolution, visible before the renewal conversation.
Control
One permission model and one audit trail, with discounts, term exceptions and credits recorded.
Why it matters here Discounting to close and crediting to retain both erode realised revenue quietly.
In practice A retention credit recorded as an approval with the account’s support history attached.
Locations
Segments and regions roll into the business, with accounts and reporting following the same structure.
Why it matters here Cost to serve and retention vary sharply by segment, and only identical recording makes them comparable.
In practice Retention and cost to serve by plan tier and segment.
Work in motion
These already happen across several tools. On one record they become a lifecycle.
Recording what sales committed is what stops delivery discovering it at the first review.
Support effort per account is the number that turns account profitability from a guess into a decision.
Working renewals by risk rather than by date order is what makes the same effort retain more revenue.
An expansion signal that does not become assigned work is a report nobody acts on.
A sponsor leaving is one of the strongest churn predictors and is usually discovered too late.
Consistent policy is easier to apply and easier to defend than case-by-case decisions.
Verity AI
Verity AI reads the same account, onboarding, support and renewal records the company creates as it operates. It answers from your own business, respects permissions, and can turn an answer into assigned work.
Verity / Ask
Verity AI only returns what the person asking has permission to see.
Without chasing
Each runs from the account records at the point the condition is met.
When
An onboarding milestone passes its date
When
Support effort on an account exceeds its plan assumption
When
A renewal approaches
When
A sponsor change is recorded
When
An expansion signal is identified
When
A subscription balance passes its terms
What you can understand
The company’s own operations, instrumented like the product already is.
Verity records the company’s operations. Product analytics, usage instrumentation and the application itself stay where they are.
One system, different ways of seeing it
Everyone works from the same records, and each role opens on what they need.
Founder or CEO
Which revenue is at risk and which accounts cost too much?
Renewal risk, cost to serve by tier, churn reasons, expansion conversion, realised revenue after discounts.
Customer success lead
Who needs intervention now?
Risk signals by account, onboarding overdue, sponsor changes, escalations open.
Implementation
Which onboardings are behind?
Milestones by account, customer dependencies, target go-live dates, blockers.
Support lead
Where is the load coming from?
Ticket volume and effort by account, escalation causes, accounts above plan assumption.
Finance
What is billed and what is collected?
Contract schedules, balances ageing, credits issued, realised revenue against contracted.
Where it is used
Implementation with milestones, owners and target go-live dates, since time to first value is the strongest retention lever and is usually run from a document.
Support effort recorded against the account, producing the missing half of account profitability and the basis for tier pricing.
Churn signals aggregating on the account continuously, so renewals are worked by risk rather than by date order.
A sponsor departure raising an immediate relationship task rather than being discovered during the renewal.
Usage and need signals becoming owned opportunities with account history attached rather than a report nobody acts on.
What was promised during the sales process recorded on the account, so delivery does not discover it at the first review.
Subscription balances aged with a policy applied consistently rather than case by case while service continues.
Plain-language questions across onboarding, support, renewal and cash, with interventions assigned in the same step.
Getting there
Your product analytics, application, billing and support tooling continue to run and are mapped during implementation. Accounts, contracts, renewal dates, onboarding projects and open balances are brought across, and Verity is introduced as the operational layer around the product.
Implementation runs about four weeks: discovery and mapping, configuration, migration, then an ongoing operations partnership.
Questions
No. Product analytics, your application and your support desk continue and are mapped during implementation. Verity records the company around the product — accounts, contracts, onboarding, cost to serve, renewal risk, expansion and collections.
Verity AI answers questions from your own account, onboarding, support and renewal records: which renewals inside ninety days are at risk and why, which accounts are past target go-live, which cost more to serve than they pay, where sponsors changed without anyone responding. Each answer can become assigned work.
Time to first value is the strongest predictor of first-year retention, and onboarding is usually delivered from a checklist in a document. As work with milestones, owners and a target go-live, an account running late is visible while intervention still changes the outcome — eleven months before the renewal.
Support effort is recorded against the account rather than only in aggregate, so accounts consuming several times their plan’s assumption are identified with the cost quantified — which is the basis for a pricing or scope conversation at renewal.
It aggregates the operational signals that already predict churn — onboarding completion, support volume and escalations, sentiment, sponsor changes, unworked expansion — onto the account continuously, so renewals can be prioritised by risk rather than worked in date order.
Commitments made during the sales process are recorded on the account alongside the contract terms, so the implementation and success teams see them before the customer raises them.
Subscription balances age from the due date with account history attached and a consistent policy applied at thresholds, rather than follow-up depending on who happens to notice.
A twenty-account company has the same onboarding, support-load and renewal-signal problems and less capacity to run four separate tools around them.
About four weeks: discovery and mapping of the customer lifecycle, configuration of plans and onboarding milestones, migration of accounts, contracts and renewal dates, then an ongoing operations partnership.
One decides next year’s retention and the other decides whether your pricing works. Tell us which you can measure today.