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Account Creation Overview

Accounts represent your customers in Thread. Each account contains:
  • Customer company information
  • Assigned template and milestones
  • Action history and status
  • Handoff Q&A and context
  • CSM assignment and ownership
[SCREENSHOT: Account creation form] Caption: Create accounts manually or sync from HubSpot

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Manual Account Upload

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When to Use

  • Initial onboarding to Thread
  • Customers not yet in CRM
  • Quick account creation for testing
  • Bypassing automation workflows

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Step-by-Step Process

1

Navigate to Manual Upload

From the main menu: Accounts → Manual Upload[SCREENSHOT: Navigation to manual upload page]
2

Enter Company Information

Required fields:
  • Company Name
  • ARR (Annual Recurring Revenue)
  • Close Date
  • Primary Contact Name
  • Primary Contact Email
Optional fields:
  • Industry
  • Company Size
  • Website
  • Notes
3

Select Template

Choose the onboarding template to apply:
  • Standard SaaS Onboarding
  • Enterprise Implementation
  • Quick Start
  • Custom templates
Templates are immutable snapshots. The entire config is copied to the account at creation time.
4

Assign Account Executive

Enter AE email for handoff:
  • AE receives handoff link via email
  • AE reviews AI-generated Q&A
  • AE assigns CSM before submitting
The AE email doesn’t need to be a Thread user. They receive a tokenized link that works for anyone.
5

Add Raw Payload (Optional)

Include additional context for AI generation:
  • CRM notes
  • Deal information
  • Sales conversations
  • Customer research
Thread uses this to generate better handoff Q&A.
6

Create Account

Click “Create Account” to trigger:
  1. Account created in database
  2. Template instantiated as milestones
  3. Handoff Q&A generated by AI
  4. Email sent to AE with handoff link
  5. Account appears in accounts list (pending handoff)

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HubSpot Integration

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Auto-Create from Deals

Once HubSpot is connected, accounts can be created automatically: Trigger: Deal reaches “Closed Won” stage What happens:
  1. Thread fetches deal data from HubSpot
  2. Extracts company, contact, ARR, close date
  3. Creates account with configured template
  4. Generates handoff Q&A from CRM data
  5. Sends handoff email to deal owner
[SCREENSHOT: HubSpot integration settings] Caption: Configure which deal stage triggers account creation

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Benefits

  • ✅ No manual data entry
  • ✅ Always up-to-date customer info
  • ✅ Automatic handoff initiation
  • ✅ Audit trail from CRM to CS

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Configuration

  1. Navigate to Connectors → HubSpot
  2. Click “Connect” and authorize OAuth
  3. Select deal stage for account creation
  4. Choose default template to apply
  5. Map custom fields (optional)
  6. Test with a sample deal
  7. Enable auto-creation
Test with a dummy deal first! Auto-creation will trigger for all deals reaching the configured stage.

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Notion Integration

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Auto-Create from Database

Create accounts when new rows added to Notion database: Setup:
  1. Connect Notion integration
  2. Select database to monitor
  3. Map database fields to account fields
  4. Choose template to apply
  5. Test with a sample row
  6. Enable automation
Example mapping: 
Notion Database Field → Thread Account Field
├── Company Name → company_name
├── ARR → arr
├── Close Date → close_date
├── PM Email → primary_contact_email
├── AE → ae_email
└── Notes → raw_payload
[SCREENSHOT: Notion database integration setup] Caption: Map Notion database columns to Thread account fields

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Account Fields Explained

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Required Fields

What: Customer company display nameExamples:
  • “Acme Corporation”
  • “Acme Corp (Enterprise)”
  • “Acme - North America Division”
Best practices:
  • Use official company name
  • Add segment in parentheses if needed
  • Be consistent with CRM
What: Contract value in dollarsExamples:
  • $50,000
  • $250,000
  • $1,200,000
Best practices:
  • Use annual contract value
  • Round to nearest thousand
  • Include expansion revenue
  • Don’t include one-time fees
What: When the deal was wonFormat: YYYY-MM-DDExamples:
  • 2024-03-15
  • 2024-01-01
Best practices:
  • Use actual close date, not start date
  • Consistent with CRM
  • Used for analytics and reporting
What: Main point of contact at customerFields:
  • Name: “Jane Smith”
  • Email: “jane@acmecorp.com”
  • Role: “IT Director” (optional)
Best practices:
  • Use implementation lead, not exec sponsor
  • Someone who’ll be hands-on
  • Verified email address

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Optional Fields

What: Customer industry/verticalExamples:
  • Healthcare
  • Financial Services
  • Manufacturing
  • Technology
Use: Template customization, segmentation, analytics
What: Employee count rangeOptions:
  • 1-50 (SMB)
  • 51-500 (Mid-Market)
  • 501-5000 (Enterprise)
  • 5000+ (Global Enterprise)
Use: Segment for template selection, resource allocation
What: Company website URLFormat: https://www.acmecorp.comUse: Reference, research, context for AI
What: Additional contextExamples:
  • Deal notes from AE
  • Special requirements
  • Known risks or challenges
  • Competitive intel
Use: CSM context, AI handoff generation

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Account Status

Accounts progress through these statuses:
StatusMeaningNext Step
pending_handoffCreated, waiting for AE handoffAE completes handoff form
activeOnboarding in progressCSM manages implementation
at_riskIssues or delaysCSM intervention needed
completedSuccessfully launchedTransition to steady-state CS
churnedCustomer leftArchive for analysis
[SCREENSHOT: Account status badges] Caption: Status indicators help prioritize which accounts need attention

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Status Management

CSMs can update status manually:
  1. Navigate to account detail page
  2. Click status dropdown
  3. Select new status
  4. Add note explaining change (optional)
  5. Status updates customer portal (for some statuses)
Mark accounts “at_risk” proactively when you sense issues. Don’t wait until it’s a crisis!

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Account Assignment

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CSM Assignment

Automatic (via handoff):
  • AE selects CSM during handoff
  • CSM receives notification
  • CSM auto-assigned to account
Manual:
  1. Navigate to account
  2. Click “Assign CSM”
  3. Select from organization CSMs
  4. Optionally notify CSM
  5. Save assignment
[SCREENSHOT: CSM assignment dropdown] Caption: Assign or reassign CSMs from the account detail page

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Reassignment

When CSMs change:
  1. Navigate to account
  2. Click current CSM name
  3. Select new CSM
  4. Choose notification options:
    • Notify new CSM
    • Notify customer
    • Add transition note
  5. Confirm reassignment
Customer sees CSM name in portal. If you reassign, consider sending a personal introduction email from the new CSM.

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Bulk Account Upload

For migrating large customer lists:

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CSV Import

Format: 
company_name,arr,close_date,primary_contact_name,primary_contact_email,ae_email,template_name
Acme Corp,50000,2024-01-15,Jane Smith,jane@acme.com,ae@company.com,Standard SaaS
Beta Inc,120000,2024-02-01,John Doe,john@beta.com,ae@company.com,Enterprise
Process:
  1. Navigate to Accounts → Bulk Upload
  2. Download CSV template
  3. Fill in customer data
  4. Upload completed CSV
  5. Review preview and validation errors
  6. Confirm import
  7. Accounts created and handoff emails sent
Bulk upload supports up to 100 accounts at once. For larger imports, contact support.
Find accounts quickly:

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Filters

  • Active
  • Pending Handoff
  • At Risk
  • Completed
  • Churned
Search accounts by:
  • Company name
  • Primary contact name
  • Primary contact email
  • ARR range
  • Template name
[SCREENSHOT: Account list with filters applied] Caption: Filter and search to focus on accounts needing attention

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Next Steps

Apply Templates

Learn how templates are applied and customized

Handoff Process

Understand the AE-to-CSM handoff workflow

Implementation Tab

Manage actions and milestones for accounts

Connect HubSpot

Set up automatic account creation