Innovation
ImpactPilot 2.0: Insights, Signals, and Proactive CS that actually works
CS teams have all the data they need to be proactive. It lives in HubSpot - in deals, tickets, emails, and product usage logs. The problem is it's scattered, hard to read, and impossible to act on at scale.
ImpactPilot 2.0 fixes that. Today we're launching Signals publicly, building on Insights already live, and announcing Processes, the offensive half of Proactive CS, coming soon.
Insights: your HubSpot data, finally readable
It takes the property data sitting in HubSpot and turns it into clear product usage charts, revenue trends, and customer health indicators, displayed inside HubSpot, without any migration or new data sources.
The part that most HubSpot dashboards miss: ImpactPilot stores every property change over time, so you can see how a customer's usage has evolved across months, not just their current value. A customer whose usage dropped 40% in the last 30 days looks very different from one with steady growth, but in a standard HubSpot record, both show the same number.
Insights also removes the cluttered timeline problem. Instead of scrolling through emails, notes, and activity logs, CSMs see a clear overview of what matters for each account. The highlights, not the noise.
"Seeing risk early in combination with data over time in HubSpot has been a gamechanger. CSMs now have more context on where to focus."
Joram Schuurman
Signals: know what's happening across your whole portfolio
Signals monitors your entire customer base continuously and surfaces what needs attention, without anyone having to go looking. Defensive signals catch what's going wrong. Offensive signals show where to act next.
It picks up renewal risks from usage drops and declining engagement, competitor mentions extracted from conversations and tickets, expansion opportunities in accounts showing growth signals, and product feedback patterns that keep surfacing in support. No admin required.
Each signal comes with a suggested next step, a drafted email, a HubSpot task, or a Slack alert, ready to review and send in one click. The CSM doesn't need to decide what to do. They just confirm and execute.
Signals is live-synced to HubSpot at all times. No separate inbox to check, no new tool to open.
"The silent customers that never ask for anything, if you don't go to them, you don't talk to them for six months and you don't even realize. ImpactPilot makes sure you do."
Jennifer Peters, Head of CS at Vesper
The gap between a reactive CS team and a proactive one usually isn't effort. It's whether there's a system making sure nothing slips through.
Processes: the offensive half - coming soon
Defence gets you reactive in the right way. Offence is what makes you genuinely proactive.
Processes will let CS teams map out their own playbooks and track them automatically across every account, every quarter. No manual steps, no status updates, no end-of-quarter scramble to see who did their QBR.
Define the milestones that matter for each customer segment. ImpactPilot tracks whether they're being hit, measures CSM performance against them, and gives leadership the visibility they've always wanted but never had.
"ImpactPilot helps us set clear directions for our CSM teams and enforces focus on the key activities that drive success and prevent churn."
Carla Sedres, CS Team Lead at Workwize
Most CS platforms only ever helped with defence - surfacing risks, alerting teams, triggering tasks. They turned CSMs into notification chasers and called it proactive. It wasn't. It was just being less reactive.
Running both defence and offence at the same time catching what's breaking while building what you planned, is what Proactive CS actually looks like. Processes closes that loop.
Why it all runs inside HubSpot
ImpactPilot is built exclusively for HubSpot teams. Not as an integration, as a native extension.
All data flows from HubSpot. Every data point ImpactPilot generates syncs back. No silos, no tool-switching, no second source of truth to maintain.
The biggest reason CS tools fail is adoption. If the tool lives somewhere else, CSMs use it for two weeks and go back to what they know. When it lives in HubSpot, it becomes part of how the team already works.
Insights is live. Signals launches today. Processes is next.
New teams can book a demo to see it in action.
