Profiles: how accounts are grouped
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A profile groups accounts that should be run the same way. Every account belongs to exactly one, and the profile decides:
- ARR range — which accounts it covers by default.
- Health rules — its own weights and Healthy / Watch / At Risk cutoffs, so "at risk" means the right thing for that kind of customer.
- What workflow steps do — a workflow's branches are per profile, and a step before the branches has one setting per profile (Do automatically / Needs approval / Just notify).
The three built-in profiles
| Profile | Default ARR | Cutoffs | SLA breach counts as high severity |
|---|---|---|---|
| Self-Serve / PLG | $0 – $25K | Healthy 72+, Watch 45+ | from the 4th in 90 days |
| Usage-Led | $25K – $150K | Healthy 75+, Watch 50+ | from the 2nd in 90 days |
| High-Touch Enterprise | $150K and up | Healthy 78+, Watch 55+ | from the first |
Self-Serve / PLG leans on product usage and signals; High-Touch Enterprise weighs support and engagement more heavily. Usage-Led is the default with the standard weights.
Custom profiles
Health rules → Profiles → New profile: a name, an ARR range, then weights, cutoffs and floor severity. A custom profile appears everywhere a profile can be picked. The built-ins stay fixed reference points: you can change their ARR range and nudge their weights and cutoffs by a few points (with a cooldown), but not rewrite them.
How an account gets its profile
- Set by hand on the account page or in bulk — it sticks even if ARR later moves. Pick "Auto (by ARR)" to go back.
- By ARR range otherwise, moving automatically when ARR changes. An ARR in a gap or an overlap uses the profile marked Default fallback, so no account is ever left without one.