Accounts

Manage your customer accounts with comprehensive profiles and insights.

Overview

Accounts are the central entity in Karolina. Each account represents a customer organization and contains all related data including contacts, signals, health scores, and history.

Account List

View all your accounts in the Accounts page.

Filtering and Sorting

Filter	Options
Health Status	Healthy, At-Risk, Critical
CSM Owner	Any team member
Industry	Multiple selection
MRR Range	Custom min/max
Renewal Date	Within 30/60/90 days

Sort	Direction
Name	A-Z, Z-A
Health Score	Low-High, High-Low
MRR	Low-High, High-Low
Last Activity	Newest, Oldest

Bulk Actions

Select multiple accounts to:

Assign to CSM
Add tags
Export to CSV
Send bulk email

Account Profile

Click any account to view its detailed profile.

Header Section

Account name and logo
Health score badge
MRR and seat count
Primary contact
Quick actions (call, email, notes)

Tabs

Tab	Contents
Overview	Summary, health trend, key metrics
Timeline	Chronological activity feed
Contacts	All contacts with engagement scores
Signals	Detected signals and risk factors
Actions	Open and completed actions
Emails	Email history and drafts
Files	Documents and attachments
Memory	Stored customer context

Account Data

Basic Information

Field	Description
Name	Company name
Domain	Website URL
Industry	Business sector
Size	Employee count
Region	Geographic location

Business Metrics

Field	Description
MRR	Monthly recurring revenue
ARR	Annual recurring revenue
Seats	Licensed users
Contract Start	Subscription start date
Contract End	Subscription renewal date

Custom Fields

Add your own fields to capture business-specific data:

Go to Settings → Custom Fields
Click Add Field
Configure field type:
- Text
- Number
- Date
- Dropdown
- Multi-select
Apply to account type
Fill in values on account profiles

Contacts

Adding Contacts

Open an account
Go to Contacts tab
Click Add Contact
Fill in details:
- Name
- Email
- Role
- Phone
- LinkedIn

Contact Fields

Field	Description
Name	Full name
Email	Work email
Role	Job title
Department	Team or division
Phone	Contact number
LinkedIn	Profile URL
Is Primary	Main stakeholder
Is Champion	Internal advocate

Engagement Scoring

Each contact has an engagement score based on:

Email response rate
Meeting attendance
Portal/logged-in activity
Sentiment in communications

Contact Hierarchy

Mark relationships between contacts:

Decision Maker: Final approver
Champion: Internal advocate
User: Day-to-day user
Economic Buyer: Budget holder

Account Timeline

Track all account activity in chronological order.

Event Types

Type	Description
Email	Sent or received emails
Meeting	Scheduled meetings
Call	Phone calls logged
Note	Manual notes
Signal	Detected signals
Action	Tasks completed
Health Change	Score adjustments
Renewal	Contract events

Adding Timeline Events

Click Add Event
Select event type
Fill in details
Optionally notify team members

Account Health

Each account has a health score from 0-100:

Score Range	Status	Color
70-100	Healthy	Green
40-69	At-Risk	Yellow
0-39	Critical	Red

See Health Scoring for details.

Account Intelligence

AI-powered insights for each account:

Risk Indicators

Declining usage trends
Support ticket spikes
Leadership changes
Competitor mentions
Payment delays
Low engagement

Opportunity Indicators

Usage limits approaching
High feature adoption
Positive sentiment
Expansion signals

Data Management

Importing Accounts

From CSV:

Go to Accounts
Click Import
Upload CSV file
Map columns
Review and confirm

From CRM:

See Salesforce Integration
See HubSpot Integration

Exporting Accounts

Go to Accounts
Apply filters (optional)
Click Export
Choose format (CSV, Excel)
Download file

Troubleshooting

Issue	Solution
Duplicate accounts	Merge accounts in settings
Missing data	Check integration sync
Can’t edit account	Verify permissions
Wrong contact info	Update manually or re-sync