Account Success Business Context: Entities and Relationships - Spine Innov Labs

The Account Success business context is the semantic layer that Spine Fabric uses to assemble meaning from raw source data. These entities, relationships, and events form the foundation for health scoring, workflow triggers, and AI reasoning.

Entities

Entity	Key Attributes	Identity Source
Account	name, tier, industry, arr, contract_dates	Salesforce
Customer	account_reference, role, influence_level	HubSpot
Contact	email, title, engagement_history	HubSpot, Salesforce
Contract	start_date, end_date, value, terms, renewal_type	Salesforce, Stripe
Opportunity	stage, amount, type, close_date	Salesforce
Usage	feature, count, license_utilization, date	Product analytics, Gainsight
Ticket	status, priority, satisfaction, resolution_time	Zendesk
HealthScore	score, components, trend, computed_at	Spine Fabric computed
SuccessPlan	objectives, milestones, status, owner	Spine Fabric managed
QBR	date, attendees, agenda, outcomes, next_steps	Meeting system, Spine Fabric

Relationships

An Account has many Customers and Contacts
An Account has one active Contract and may have many historical ones
An Account generates Usage events and Ticket interactions
A SuccessPlan belongs to one Account and tracks progress via milestones
An Opportunity references an Account for expansion or renewal motions
A QBR covers one Account and involves multiple Contacts

Key Events

Event	Source	Trigger
HealthScoreChanged	Spine Fabric	Computed score crosses threshold
ContractRenewalApproaching	Salesforce/Stripe	End date within 90 days
UsageDropDetected	Product analytics	30-day rolling average declines >20%
TicketEscalated	Zendesk	Priority increased or reassigned
QBRCompleted	Meeting system	Outcomes logged and approved
SuccessPlanMilestoneReached	Spine Fabric	Milestone criteria satisfied

Evidence Types

Transactional: Invoices, payments, contract amendments from Stripe and Salesforce
Behavioral: Login frequency, feature adoption, support reach from usage and ticket systems
Relational: Meeting attendance, email engagement, stakeholder changes from HubSpot
Declarative: Success plans, QBR commitments, strategic objectives captured in Spine