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Customer Success — Overview

Everything after the sale: manage customer accounts, run the support queue, moderate the community, configure billing alerts, and track trial-to-paid conversion.

Updated 2026-07-29Suggest edits

Once a buyer arrives through one of your , Customer Success is where you manage and keep them. It covers the customer record itself, the support queue, the end-customer community, the billing alerts they receive, and the funnels that tell you whether trials are converting.

What Customer Success is for#

This section is about the people who buy from you and their experience after the sale. Catalog and Pricing Studio define what you sell; Channels defines where they buy it; Customer Success is who bought it and how they're doing. Every page here is scoped to your workspace's end-customers.

Pages in this section#

Customers
Customer accounts, teams and members, registered AI agents and apps, subscriptions, wallet, and API credentials. Create wizard, CSV import/export, guarded deletion.
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Support Tickets
The operator support queue — triage, assign, reply (public or internal note), change status/priority. SLA countdown per ticket and an SLA + analytics dashboard.
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Customer Community
Moderate the peer-support forum your end-customers see on your storefront — threads, replies, votes, mark-as-solved, feature requests, and a moderation queue.
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Alerts & Notifications
Configure the billing and usage events your customers get notified about — per-event preferences, webhook endpoints, and a delivery log.
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Storefront Analytics
The visitor → paying-customer conversion funnel for your storefront. See the note below — this is a preview surface today.
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Trials & Conversion
Trial activation funnel, your PLG lead score, and the sales-handoff webhook that fires when a lead crosses a score threshold.
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Support & SLA behaviour is documented alongside Support Tickets — there is no separate SLA configuration screen; SLA targets are enforced server-side and surfaced in the ticket queue.

A note on Storefront Analytics#

WARNING
Storefront Analytics is a preview surface. The conversion funnel renders its layout and empty state, but it is not yet backed by a live analytics endpoint — the funnel query is not wired to a metering source. Treat it as a shape-of-things-to-come, not a live report. Every other page in this section reads real workspace data.
  • — the storefront and domains customers arrive through.
  • Pricing Studio → Subscriptions — the subscriptions a customer holds; the Customers page links straight into them.
  • Developer → Aforo Discussions — the platform-wide builder forum, distinct from the per-workspace Customer Community here.
  • Operations → Service Status — the public reliability surface your customers check when something looks off.