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Getting Started

Stanna is a customer success platform designed for CS professionals, directors, and leadership teams. It automatically tracks client health, sentiment, and interactions to help you:
  • Identify at-risk accounts before they churn
  • Automate follow-up tasks and workflows
  • Track revenue and renewal opportunities
  • Gain insights across your entire client portfolio
Best for: B2B SaaS companies, agencies, and service providers with recurring revenue models.
Setup includes:
  • Account and team configuration
  • First integration (HubSpot, Intercom, etc.)
  • Initial data sync (time varies by data volume)
Contact support through Settings or email support@gostanna.com for assistance.
Current integrations:
  • HubSpot (contacts, deals, activities)
  • Intercom (conversations, contacts)
  • Google Workspace (Gmail, Calendar)
  • Stripe (billing data)
  • CSV import for custom data
Missing an integration? Email support@gostanna.com with your request.
Yes, multiple ways:
  • Integrations: Automatically sync from connected tools
  • CSV upload: Use our template to bulk import clients
  • Manual entry: Add clients one by one
  • API: For custom integrations (Enterprise plans)
We recommend starting with integrations when possible for ongoing sync.

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Account & Billing

CS Professional:
  • Manages assigned client portfolio
  • Creates and completes tasks
  • Views client interactions and health scores
  • Limited to assigned accounts
CS Director:
  • Full team and portfolio visibility
  • Team performance analytics
  • Can reassign clients and manage workflows
  • Advanced reporting features
Leadership (CEO/COO):
  • Executive dashboard with high-level KPIs
  • Strategic insights and trend analysis
  • Revenue and growth metrics
  • Cross-team visibility
Admin:
  • All Leadership permissions plus
  • Workspace settings and integrations
  • User management and billing
  • Data export and security settings
Yes, you can upgrade or downgrade anytime:
  • Upgrades: Take effect immediately with prorated billing
  • Downgrades: Take effect at next billing cycle
  • User changes: Add/remove users monthly
Contact support@gostanna.com for custom arrangements.
Annual plans include additional benefits:
  • Priority support and success manager
  • Advanced features like custom reports
  • Free setup and training sessions
Contact support@gostanna.com for current annual pricing.
  • Data retention: 90 days after cancellation
  • Export options: Download all data before canceling
  • Reactivation: Easy to restart within 90 days
  • No cancellation fees or long-term contracts
We also offer downgrades and pauses for temporary needs.

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Features & Functionality

Our AI analyzes multiple factors to create a 0-100 health score:Communication patterns (40%):
  • Response times and frequency
  • Email sentiment analysis
  • Meeting attendance and engagement
Support activity (25%):
  • Ticket volume and severity
  • Resolution times
  • Escalation patterns
Business indicators (25%):
  • Payment history and timing
  • Contract renewal proximity
  • Usage patterns (if integrated)
Relationship depth (10%):
  • Stakeholder engagement
  • Strategic vs tactical conversations
  • Executive involvement
Scores update daily and improve accuracy over time.
Current customization:
  • Manual sentiment corrections
  • Custom client tags and segments
  • Industry-specific weightings
Enterprise features:
  • Custom scoring algorithms
  • Industry-specific models
  • Integration with your product analytics
Contact us about custom scoring for your business model.
Stanna’s sentiment analysis improves over time with your corrections.What it analyzes:
  • Email content and tone
  • Support ticket language
  • Meeting notes and summaries
Improvement tips:
  • Correct obviously wrong sentiment scores
  • Add context notes to interactions
  • Include industry-specific terminology in settings
The AI learns from your corrections to better understand your business context.
Stanna can automatically create tasks based on:Risk triggers:
  • Health score drops below threshold
  • No interaction in X days
  • Negative sentiment spike
Renewal workflows:
  • Schedule QBR 90 days before renewal
  • Create renewal prep tasks 60 days out
  • Set contract negotiation reminders
Engagement patterns:
  • Follow up after no email response
  • Schedule check-in after support tickets
  • Create expansion tasks for healthy accounts
Custom rules: Enterprise plans can create custom automation rules.

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Data & Security

Security is our top priority:Infrastructure:
  • SOC 2 Type II compliant
  • Data encrypted at rest and in transit
  • Hosted on AWS with 99.9% uptime SLA
Access controls:
  • Role-based permissions
  • SSO integration available
  • Audit logs for all actions
Data protection:
  • GDPR and CCPA compliant
  • Regular security audits
  • Employee background checks
See our Security page for detailed information.
Within your workspace:
  • CS Professionals: Only assigned clients
  • CS Directors: Full portfolio view
  • Leadership: Portfolio analytics, not detailed interactions
  • Admins: Full access to manage workspace
Stanna employees:
  • No access to your data without explicit permission
  • Support access only when you grant it for troubleshooting
  • Anonymized analytics to improve the product (opt-out available)
Yes, multiple export options:Self-service exports:
  • Client lists and profiles
  • Interaction histories
  • Task and activity reports
  • Health score trends
Full data exports:
  • Complete database export (Admin only)
  • Available in CSV, JSON formats
  • Includes all historical data
API access: Enterprise plans include full API for custom exports.
Active accounts: Data retained indefinitely while account is activeCanceled accounts:
  • 90 days retention for easy reactivation
  • Export available during this period
  • Complete deletion after 90 days
GDPR requests: Immediate data deletion upon requestBackups: Encrypted backups kept for disaster recovery (30 days max)

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Usage & Best Practices

No hard limits, but recommendations by role:CS Professional: 15-30 clients for optimal attention CS Director: 50-100 client portfolio oversight Enterprise teams: Unlimited with proper team structureOur pricing scales with team size, not client count.
Daily routine (15 minutes):
  • Review at-risk client alerts
  • Complete due tasks
  • Scan overnight interactions
Weekly review (30 minutes):
  • Portfolio health analysis
  • Upcoming renewal preparation
  • Team performance review (Directors)
Monthly deep-dive (1 hour):
  • Strategic account planning
  • Health score trend analysis
  • Workflow optimization
Multiple workspaces: Separate client portfolios by product/team Cross-workspace analytics: Enterprise feature for consolidated reporting Shared clients: Tag and segment clients across multiple offerings Role flexibility: Users can have different roles in different workspacesContact us to discuss multi-product setups.

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Still Have Questions?

Contact Support

Email support@gostanna.com for specific questions about your account or technical issues.

Request Feature

Have an idea for improvement? Send it to support@gostanna.com - we read every suggestion!