How to Automate Amplitude

Usage by account turns Amplitude into a customer success tool

With the Accounts package, sold on the Growth and Enterprise plans, Amplitude counts usage by customer company instead of by person: how many people at one account logged in this week, whether its admins still build reports, which features a new team adopted after onboarding. Account properties such as plan type or account manager describe each company as a whole.

Underneath, every event from the web or mobile app becomes charts, cohorts and dashboards, with Session Replay, Heatmaps, experiments and in-product Guides and Surveys in the same product. Product managers use it for funnels and experiments.

The account view belongs to customer success: the CSM with a book of sixty accounts, and the head of customer success who wants the at-risk ones on one page every Monday.

The usage drop is in Amplitude, and the renewal date is in the CRM

Weekly active users at one customer have fallen by a third over a month. Before the CSM can call it a risk, she opens the CRM for the renewal date and contract value, the billing portal for the status of the last invoice, and the support queue for open tickets from the same company.

Some drops are a customer's quiet season and some a champion who left, and telling them apart means reading that account's recent tickets and emails. By Monday afternoon the head of customer success has an at-risk list, built in a spreadsheet from four tabs per customer.

Quarterly business reviews repeat it in more detail: usage charts screenshotted from Amplitude, seat counts from billing, the ticket history from the help desk, all pasted into a deck the evening before.

Amplitude's own agents reach the tools that have a connector

Custom Agents, generally available on every plan, run by themselves at times the team sets, with their own instructions, and a churn-monitoring template is among the starting points. They and Global Agent read Amplitude alongside connected tools: Jira and Confluence, GitHub, Granola, Linear, Notion, Sentry and Slack, plus custom connectors an admin adds for any tool with an MCP server.

Data can come in as well. The Salesforce integration writes account properties such as renewal date into Amplitude, the Stripe source imports revenue events once a webhook is configured, and AI Feedback turns tickets from Zendesk, Intercom or Freshdesk, Gong calls and app reviews into feedback events.

Dashboard subscriptions send a dashboard's first eight charts by email or Slack on every plan, and Anomaly + Forecast, on Growth and Enterprise, emails a digest of a project's unusual moves. Scheduled cohort syncs to HubSpot and other destinations need Growth or Enterprise; Free and Plus get one-time syncs.

A team whose renewals sit in Salesforce and whose billing runs on Stripe should try that route first. Amplitude's HubSpot source brings in email campaign events, not deals, and a billing tool with no source or connector, or a contract kept as a PDF, gets opened by the CSM account by account.

The at-risk list ranks accounts by days to renewal

Accounts whose active users fell week on week go onto one list, each with its renewal date and contract value from the CRM, the last invoice from the billing portal and the open tickets from the help desk, ranked by days to renewal. The head of customer success runs Monday's meeting from it, and each account's owner edits a note drafted in the CRM with the Amplitude chart linked.

The day before each quarterly business review, the CSM edits a pack laid into the team's deck template: the account's usage charts from Amplitude, seat count from billing and ticket history from the help desk.

Expansion signals work the other way. The account executive sees accounts whose active users are close to the seats they pay for, with both numbers next to each other and the date the contract next comes up, early enough to talk about more seats before the renewal quote goes out.

The account round leaves Amplitude for the CRM, billing and the help desk

A CSM with sixty accounts makes two hundred and forty page visits before the Monday meeting: Amplitude, the CRM, the billing portal and the help desk for each one. WebRun is an AI agent that works a real Chrome browser, signed in as you. Amplitude itself needs to grant it nothing beyond the Viewer role new users get by default.

Customers never see its output: the list goes to the head of customer success, the notes sit in the CRM for each account's owner, and the CSM decides which customers get a call.

Of the Amplitude workflows here, the usage decline alert is the one built for customer success, with the owner and renewal date checked in HubSpot before the ranked list goes to Slack.