Most teams use Snitcher to find new business. But the same building blocks, segments and automations, work just as well for looking after the customers you already have.
What you'll need
The Snitcher tracking script installed and identifying companies.
A way to tell Snitcher who your customers are (see Step 1 below). A connected CRM is the easiest.
For alerts: your Slack or Microsoft Teams integration connected or the CSMs as members in Snitcher so that they can receive email notifications.
Step 1: Tell Snitcher who your customers are
Every workflow below works off a "customers" segment, companies Snitcher knows are your existing customers.
There are two ways to define that:
š If you have a CRM connected (recommended).
You don't need to upload anything. Snitcher already knows which companies are your customers from your CRM data, so you can filter on it directly.
For example, with HubSpot you'd filter on Organisation - Lifecycle Stage is "Customer" or "Evangelist." (The exact field and values depend on your CRM and on how your team has set it up, so check what's available for yours.).
These CRM filters only appear when that CRM is connected and the field is mapped.
šIf you don't have a CRM connected.
You can upload a list instead. Go to Settings > Lists, create a list (for example "Existing customers"), and upload a spreadsheet of your customers' company domains.
Snitcher matches companies by domain, so the list is a set of domains, not company names. You then filter on Account List "Matches" your list.
Whichever way you choose, from here on we'll just call it your "customers" filter. To keep customers out of your prospecting segments and alerts, use the opposite (CRM "is not a customer", or Account List "Doesn't Match").
Workflow: spot expansion interest
Catch customers showing buying signals, like looking at your pricing page:
Build a segment: your customers filter, AND Visited URL contains
/pricing(or whatever path matters, actually the more signals the better).Attach an automation: trigger "A new session is recorded," action Slack, Teams, or email.
Now you're alerted when an existing customer revisits a high-intent page, a natural moment for an expansion conversation.
The pricing page is just one example.
Think about which pages on your own site and product actually signal expansion intent, and add those as filters, for example a docs page, a specific feature page, or an upgrade/billing page.
You can make segments ātime gatedā by refining interesting behaviour to specific timeframes (see an example in the image below)
š If your product is web-based and you have the Snitcher tracker installed on it, you can go further and pick up in-product behaviour that suggests a customer is exploring higher-tier features (see "Identifying people" at the end).
š If you want each CSM to hear only about their own accounts, set up one segment plus one automation per CSM's book of business (for example using a CRM owner field).
Snitcher doesn't route alerts by account owner on its own, so this is how you split them today.
Workflow: catch customers going quiet (churn risk)
Build a segment of customers who have gone quiet: your customers filter, AND Last Seen "More Than" 14 days ago.
You can also filter on low activity, for example a low session count over a chosen time window.
This surfaces accounts that have gone silent, a useful early signal for a check-in.
š” To make this list more actionable, you can layer in a milestone date, like a renewal or next QBR date, so you focus on quiet customers with something coming up.
That date needs to be available in Snitcher first, which you do by bringing it in from your CRM as a custom field. See the [Custom Fields guide] for how to set that up.
Workflow: notice when a quiet customer comes back
You can combine the churn-risk workflow above with tags to catch a re-engagement:
On your "gone quiet" segment, add an automation that applies a tag, for example "Went quiet."
Build a second segment: your customers filter, AND Tag "Has" "Went quiet," AND Last Seen within the last few days.
When a previously quiet customer becomes active again, they appear in this second segment still carrying the tag, so your CSM can see "this one had gone silent and is now back," reach out, and then remove the tag.
The tag is what lets you remember a customer had gone quiet, so a returning-customer moment doesn't get lost.
Good hygiene does rely on the CSM removing the tag after following up of course.
Identifying people
As a CSM you usually don't need to reveal contacts, you already know who your contact is at each account, so an alert that the account is active is often all you need.
And where the Snitcher tracker is deployed, Snitcher can often identify the individual people visiting on its own, at no reveal-credit cost.
If you want that identification to work more reliably (for example across logins), there's a short setup your website or product team can do: share How to identify users with them.
Good to know
Automations are tied to a segment, and the triggers are "new lead" and "new session." There's no single-account or "visited page X" trigger, so those conditions live in the segment's filters instead.
CRM lifecycle and deal-stage filters appear only if that CRM is connected and the field is mapped.
CRM fields might be called something other than lifecycle or deal-stage. Find the equivalent ones towards the bottom of the filter menu.
Company Lists match on domain, not company name.
A full example
Alert customer success in Slack when an existing customer views the pricing page:
Make sure Snitcher knows your customers (CRM filter, e.g. HubSpot Lifecycle Stage is "Customer"; or an uploaded customers list if you don't have a CRM connected).
Create a segment: your customers filter, AND Visited URL contains
/pricing.Add an automation on that segment: trigger "A new session is recorded," action "send Slack message" to your #customer-success channel (ideally, these segments should be set per owner, to avoid notification fatigue).
Troubleshooting
My automation isn't firing.
The company has to be in the automation's segment, and it has to generate a new session or first visit (new lead) after the automation was switched on.
A customer still shows up in my prospect segments.
Exclude them: add "is not a customer" using your CRM filter, or Account List "Doesn't Match" if you're using an uploaded list.
My CRM filters aren't showing.
The CRM needs to be connected and the relevant field mapped in your integration settings.
My Visited URL filter matches nothing.
It matches the path of pages actually tracked, double-check the exact path text.
If you have any questions, feel free to reach out to us in support! šš¼