Customer success leads spot renewals at risk in Jira
Customer success leads use Gambit to watch account health and renewals inside Jira Cloud. Each account has a health score from 0 to 100, built from open bugs, SLA breaches, support volume and the days since the last conversation. Home's At-risk renewals card lists the accounts under health 40 that renew within 60 days.
Free on Jira sites of up to 10 users.
A support request ties Highgate's renewal to the bug
At 8:02 in the Davis sample day, Kayla Brooks, a Tier 2 support specialist, picks up Highgate's request. Group pickup has stopped syncing at six Hyatt-branded hotels that Highgate manages. The request is already linked to Highgate's account and to a Venues bug, so the bug picks up Highgate too. On that bug, engineers see Highgate's $2.12M renewal in the customer panel.
Davis Hospitality and its people are invented sample data. The hotel and cruise companies are real names used as sample accounts.
A CS lead reads what pulls a health score down
Highgate's record page opens with its health score, 90 out of 100. Two signals pull it down: the high-priority request from 8:02 and the Venues bug linked to it. A low score close to renewal puts an account on Home's At-risk renewals card.
Highgate's record page, with its health score and the two signals behind it. Davis Hospitality is sample data.
Support work links to the customer, with the reason
When a support request arrives, Gambit links it to an account by the requester's email address. Once an admin maps Jira Service Management organizations to accounts in the setup wizard, it links by organization too. Each link shows why it was made, for example "reporter is jane@acme.com". A CS lead links the rest by hand from the Inbox, under Unlinked requests.
For your Jira admin
Free on Standard for sites of 1–10 users: the whole CRM, industry packs and Ask, with about 60 to 100 Ask analyses a month; background capture, summaries and drafts need a paid plan.
Questions and answers
How does a CS lead spot a renewal at risk in Jira?
A CS lead spots it on Home, where the At-risk renewals card lists each account under health 40 that renews within 60 days. Each row shows the account's ARR, renewal date and health, and opens its record. The record lists the reasons behind the score.
Can a customer success team use the free tier?
Free on Jira sites of up to 10 users. Priced on every user of your Jira site. So a five-person CS team on a 200-user site is priced on all 200 users. Health scores, the At-risk renewals card and support linking work on the free tier. AI-written reasons, summaries and drafts need a paid plan.
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