Customer users & stakeholders

Every customer has people associated with them in Startdeliver.

Customer users & stakeholders

Where to find it: Customer profile → Users & Stakeholders tab Who can access it: All team members

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People on the customer side

Every customer has people associated with them in Startdeliver. The categories you use to organize them are fully flexible — most teams mirror whatever structure already exists in their own SaaS product or CRM, so the setup feels familiar and stays in sync.

In practice, common groupings look something like: decision makers who control renewal and expansion, super users who drive internal adoption, admins who manage configuration, and regular end users. But the names and structure are yours to define. If your product distinguishes between Enterprise Admins and Workspace Members, you set it up that way. If your CRM tracks by region or business unit, you can reflect that too.

As AI becomes more embedded in how customers use software, the people side is expanding beyond humans. Agents, MCP users, and other non-human actors are increasingly part of what you track and manage. Startdeliver is built to accommodate this — you can define and track any user type that matters to your customer relationships, whether that's a person or an automated system.

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The Users & Stakeholders tab

The tab shows everyone associated with the customer, organised into four views:

Stakeholders — the people your team has flagged as relationship-critical. These are the contacts your CSM manages actively.

All users — the full list of people from the customer organization in your product. Pulled in via integration (CRM, product analytics, or your own system) or added manually.

Non-users — people added to the customer in Startdeliver who don't have a product seat. Useful for tracking contacts like procurement leads or legal who matter to the relationship but don't use the product.

Has left — people who have been marked as inactive or who have left the customer organization. Kept for historical record.

Each person shows their last active date, last seen in product, usage health score, and email. These signals tell a CSM at a glance who is engaged and who has gone quiet.

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Stakeholders

Stakeholders is one way to flag the people in the relationship that need closest attention — but you define what that means for your team. The label itself is an example. Your admin can configure the role types that fit your business: Champion, Decision Maker, Technical Lead, Executive Sponsor, or whatever reflects how you actually manage customer relationships.

Stakeholders appear at the top of the tab and are the people Startdeliver — and Jecta — factor into relationship health. Things like whether a key contact has gone silent or whether an executive sponsor hasn't logged in recently.

To mark someone as a stakeholder: click the person's row and toggle their stakeholder status. You can add a role to give your team context on who this person is and why they matter.

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Adding users

Users can be added manually or synced automatically via integration. If your CRM, billing system, or product analytics tool is connected, Startdeliver will pull in users as they are created there.

To add manually: click Add user at the top of the Users & Stakeholders tab, enter their name and email, and save.

Users must have an email address registered before they can be invited to Shared Space or assigned to a shared project.

The email address is also what Startdeliver uses when you send email to that user from a customer profile or automation. → Email

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Adding to Shared Space

Once a user is on the customer record they can be invited to any shared project or given access to the customer's Shared Space. See Setting up Shared Space for how this works.