Frequently Asked Questions

What is Magnify?
Magnify is an AI-first solution focused on driving retention and growth across your existing customer base. Unlike traditional Customer Success Platforms (CSPs), Magnify forecasts actual revenue for the next two quarters—rather than just providing “health scores.” By unifying data from multiple post-sales and production systems (CRM, support, product usage, billing), Magnify offers a single view of your customers while delivering AI-driven insights that help you reduce churn and expand revenue.

✅ Helps Revenue and Success teams (Managers, Directors, Executives, Operations) discover which accounts are likely to churn or grow.
✅ Automates engagement in your existing channels (in-app, email, SMS, chat, Slack, etc.) based on these insights, enabling a digital-scale approach to post-sales management.
✅ Designed to complement your existing CSP, CRM, or internal data science models rather than replace them.

We’re losing our CSP. How does Magnify help us keep Customer Success functionality inside Salesforce?
Many companies face vendor shifts or sunsetting CSP tools. Magnify addresses this by:

✅ Embedding multi-channel insights directly into your Salesforce instance (or any other CRM). You can continue managing customers there while Magnify handles automation and revenue forecasting in the background.
✅ Unifying data that might have been siloed in a CSP (health scores, usage analytics, product telemetry) with your Salesforce records.
✅ Providing advanced forecasting so you don’t regress to static or color-coded health indicators. Instead, you see real dollar-based forecasts for each account or cohort.

In short, Magnify ensures you won’t lose critical visibility or automation capabilities once your current CSP goes away.

Is Magnify a competitor to Gainsight, Totango, Vitaly, or Churn Zero?
No. Magnify is not a Customer Success Platform. We view ourselves as a Customer Growth Automation (CGA) solution that complements CSPs. Here’s how:

✅ CSP: Typically focuses on account health scoring (red, yellow, green) and workflow management for CSMs.
✅ Magnify: Uses AI to forecast revenue (not just health scores) and automates multi-channel actions at scale. We integrate with CSPs, pulling in (and pushing out) data so you can execute more advanced, revenue-oriented plays.

If you already use a CSP, Magnify extends its functionality by providing deeper predictive analytics and automated engagement for the entire post-sales stack.

How does Magnify determine churn risk and expansion opportunities across the customer base?Magnify ingests data from your existing tech stack—product analytics, CRM, CSP, support, billing, marketing automation—and runs proprietary AI models trained on your historical revenue outcomes. We predict the exact revenue each account is likely to renew or expand, up to two quarters ahead.

✅ Predictive Factors: Product adoption trends, support ticket frequency, user logins, contract history, billing details, marketing engagements.
✅ Outcome: We group accounts by churn risk, neutral, or expansion potential, then deliver revenue projections instead of color-coded statuses. This helps prioritize actions for each segment.

How accurate are Magnify’s predictions?
Our AI-driven predictions typically reach a 90% confidence interval when we can connect your CRM, Success, Support, and Product data. For organizations with less robust data, the accuracy still usually hovers at or above 80%.

✅ Improving Accuracy: As you unify more data sources (e.g., usage analytics, billing records, community portals), Magnify’s models refine their insights and become even more accurate over time.

How does Magnify help organizations act on these predictions?
Magnify goes beyond forecasting to automate at scale. We provide “Motions” that trigger the right actions:

➡️ Growth Motions: If an account usage trend suggests expansion, Magnify can:

1. Update Salesforce or Gainsight with a revenue “flag.”
2. Ping your Slack #upsell channel with the account context.
3. Launch in-app tutorials or relevant email campaigns to encourage deeper product adoption.

➡️ Churn-Risk Motions: For at-risk customers, Magnify can:

1. Identify underutilized features and trigger step-by-step in-app tutorials (via Pendo or Gainsight PX).
2. Alert CSMs or Sales with a task in Salesforce to follow up.
3. Initiate custom training programs or email outreach to get them re-engaged.

Motions are fully customizable based on your data, enabling you to scale engagement and measure ROI for every initiative.

Can you break down the main components of Magnify?

1. Unified Data & Single Pane of Glass

We connect the platforms you use post-sale (CRM, ERP, support, product telemetry, marketing automation) into one streamlined pipeline.

Data flows into Magnify, generating real-time insights and forecasts.

2. AI & ML Insights

Magnify’s models find leading indicators of churn or expansion, projecting actual dollar amounts at risk or up for upsell.

We highlight Drivers (specific factors behind revenue risk or growth), giving you actionable context rather than just a health score.

3. Omni-Channel Automation

“Motions” are targeted campaigns or triggers that execute at scale—email drips, in-app walkthroughs, Slack alerts, even billing system nudges.

You can define success metrics (e.g., retention rate, usage lift) for each Motion and track progress in Magnify’s reporting dashboards.

We have an internal data science team already. How does Magnify fit in?
Magnify complements internal data science efforts rather than competing with them:

➡️ Operationalizing Insights: If your team has built churn or expansion models, Magnify integrates these to drive automated actions across your entire post-sales stack.
➡️ Scale & Visibility: We make data scientist outputs more accessible to Revenue Ops, CS, and Sales, ensuring the entire organization benefits from advanced modeling.
➡️ Continuous Evolution: As your data science team refines models, you can plug updates into Magnify for immediate operational impact—no need to recode or replatform.

How is Magnify different from the “red, yellow, green” approach?
R/Y/G health scores tell you how an account “feels.” Magnify instead shows how much revenue is at risk or likely to expand. This dollar-based forecasting:Moves beyond subjectivity, letting CFOs and CROs “call their number” months in advance.

Reveals which drivers are pushing an account toward growth or churn, making it easier to launch targeted campaigns.

Allows you to focus resources exactly where the financial impact is greatest.

Is Magnify a CRM or does it replace Salesforce?
No, Magnify is not a CRM. We won’t replace Salesforce or HubSpot. We connect with them to leverage revenue data for forecasting and push insights back into these systems. Your CRM remains your source of record; Magnify simply enriches it with advanced AI forecasts and multi-channel automation triggers.

What category of technology is Magnify?
We describe Magnify as “Customer Growth Automation” (CGA), which sits atop your existing post-sales tech stack. It leverages AI to automate retention and expansion workflows, akin to how Account-Based Marketing (ABM) tools help marketing teams engage prospects. Some terms we’ve considered:

Digital Scale Revenue Automation
Customer Growth Automation
Customer Revenue Retention Platform
Account-Based Growth

Regardless of the label, our focus is on predicting revenue outcomes and automating post-sales engagement at scale.

How long does it take to set up Magnify?
Initial Integration (~1 Month): We connect your data sources (CRM, support, product usage, billing) to Magnify, building a unified pipeline for AI modeling.

First Campaigns (~1 Additional Month): You then design and launch your first “Motions” (targeted outreach, training campaigns, upsell sequences). By month two, you can see tangible results—like churn risk mitigated or expansions triggered.

Which tools does Magnify connect with?
We integrate with a growing list of applications.

Common examples include:
CRM: Salesforce, HubSpot
Support: Zendesk, ServiceNow
In-App: Pendo, Gainsight PX, Heap
Billing/ERP: NetSuite, Stripe
Marketing: Marketo, Iterable, Intercom
Messaging: Slack, MS Teams

How much does Magnify cost?
Our pricing is based on the scale of your revenue and customer base. Typical tiers factor in:
1. Size of Revenue Team (Sales & Success)
2. Total Customer Count or ARR SegmentWe generally see ROI within the first quarter, making Magnify’s cost easily offset by the retention and upsell gains it unlocks.

Who are Magnify’s competitors?
At present, we don’t see a direct equivalent combining AI-driven revenue forecasting and multi-channel automation in a single platform. Many teams rely on internal data science plus separate tools for email campaigns or “health scores,” but Magnify automates that entire workflow. Think of it like an ABM platform (e.g., Marketo) for the post-sale lifecycle.

We have Gainsight (or Totango, Churn Zero). Why add Magnify?
Magnify isn’t trying to replace your CSP. Instead, we:
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✔️ Pull data from Gainsight (or similar) for advanced AI forecasting.
✔️ Orchestrate automation across all systems (billing, marketing, in-app) to complement Gainsight’s CSM workflow automation.
✔️ Return revenue-based insights back to Gainsight and Salesforce, giving your teams actionable intelligence to expand or save specific accounts.

How does Magnify handle data privacy and security?
We store and process customer data in secure, enterprise-grade environments compliant with common standards (e.g., SOC 2 Type II).

Magnify relies on API-based connections with your existing tools, using best practices for encryption both in transit and at rest.

We do not share or monetize your data outside of your authorized workflows.

How does Magnify differ from building our own solution in-house?
Speed & Scalability: Magnify’s pre-built connectors and AI models let you see actionable insights within weeks. An internal build could take months or years.

Lower Maintenance: We continually refine our platform and release new integrations—saving you from ongoing engineering overhead.

Actionable ‘Motions’: Magnify is designed for real-time orchestration. In-house solutions might track data but often lack robust multi-channel automation.

Reporting: In house solutions do not focus on reporting and showing the ROI of initiatives, Magnify is built from the ground up to prove value and allow you to test which motions are most effective.

Refactoring: Magnify reviews your AI models after every quarter to continue to improve the efficacy and accuracy of our predictive models.

Where can I learn more about advanced use cases or ROI potential?
‍Our Blog: Articles on “Digital Scale Customer Success,” “2025: The Year of the Quarter,” and “New Era in Post-Sales Digital Scale CS.”

Revenue Impact Calculator: Explore how small changes in churn or expansion can create significant gains.

Case Studies & Playbooks: Check our Resources section for detailed examples of how leading companies leverage Magnify to drive adoption, retention, and expansion at scale.

Customer Growth Automation Maturity Self-Assessment: Take our self assessment to determine where you are at in the process

Have more questions?
Feel free to reach out to our team. We’re always adding new integrations and capabilities based on customer feedback and evolving needs. Magnify is here to help you predict revenue, drive adoption, and deliver a modern, automated post-sales experience for every user.