Orbit Payroll

The situation

Orbit Payroll’s expansion revenue was growing every quarter, and nobody on the team could say with confidence where it was coming from. The CRM showed upsell deals closing; it didn’t show which accounts were driving the pattern behind them. When a board member asked “what’s actually working,” the honest answer was a shrug dressed up as a story.

At the same time, customer success had no early warning for accounts quietly disengaging between renewal cycles. By the time usage decline showed up in a renewal conversation, it had usually been happening for a month or more.

What changed

Orbit connected its billing and CRM data to Zevara in the first week, then added product analytics once the team saw the value of the weekly agenda. Within a month, the tool surfaced a pattern nobody had gone looking for: eleven accounts, sharing a similar usage profile, accounted for the majority of expansion revenue.

• Traced 60% of expansion revenue to eleven specific accounts, replacing a vague “upsell is working” narrative.

• Set a second-week usage drop as a named signal to watch for every account, not just ones near renewal.

• Caught a usage drop on one of the eleven accounts roughly six weeks before it would have surfaced in the renewal cycle.

• Gave the board a specific, named answer instead of a percentage with no accounts behind it.

Zevara caught a drop in second-week usage on eleven accounts. We would have seen it in the renewal numbers a quarter later.

Where they are now

The eleven-account pattern is now a standing line item in Orbit’s weekly review, checked before any new expansion push goes out. The team credits the six-week head start on the usage drop with saving a renewal that would otherwise have been decided during the renewal call itself, with far less room to fix anything.

Finding the eleven accounts didn’t require a new report. It required looking at the same data through the lens of movement instead of totals, something the CRM had never been set up to surface on its own.

The customer success team now treats the second-week usage signal as a standing check on every account, not only the eleven originally flagged, since the pattern that explained expansion revenue turned out to predict early disengagement just as well.

The board update changed shape too. Instead of a slide with a growth percentage, Orbit now presents a short list of named accounts and what happened to each of them, which board members have told the team is easier to ask follow-up questions about.

None of this required Orbit to hire an analyst. It required connecting the systems that already held the answer and agreeing to look at them the same way every week.

Orbit hasn’t connected a follow-up integration yet; every flagged account still routes to a person before anything changes in the CRM.