Parent accounts

A customer is often more than one account. One publisher might have an account per product or per platform, each with its own IDs, billing and usage. A parent account groups them so you can work with the customer as a whole. The accounts inside a parent keep everything they have. Their IDs, MRR, contacts, health scores and activity stay on them, and integrations keep syncing to them as before. The parent account adds a view on top.

Create a parent account

1. Open one of the customer’s accounts.
2. In the actions menu (⋮), choose Parent account → Create parent account.
3. Name it. The name starts as the account’s name.

The account you started from becomes the parent’s first account.

Add an account to a parent account

1. Open the account.
2. In the actions menu, choose Parent account → Add to parent account.
3. Search for the parent account and select it.

An account belongs to one parent account at a time. If it’s already in one, the menu item reads Move to another parent account, and Zudo shows which parent it will leave before you confirm. To take an account out, choose Parent account → Remove from parent name in its actions menu, or Remove next to it in the parent account’s list of accounts. If your organization has CSM auto-assignment rules, a new parent account gets a CSM from them, judged on its accounts’ combined MRR. You can also ask the Assistant to create a parent account over several accounts at once, such as “make Acme a parent account over Acme East and Acme West.” The review card names each account and any parent it would leave. It can also add an account to an existing parent account, move it, or take it out.

Find a parent account

Parent accounts show up in the command palette (⌘K or Ctrl+K) and wherever you pick an account, such as when adding a request, meeting or task. When an account inside a parent matches your search, it’s listed indented under its parent. When a parent account matches, its accounts are listed under it.

Add records to a parent account

Requests, meetings, tasks, emails, notes and files can be added to a parent account itself, for things that concern the whole customer. They appear on the parent’s timeline alongside its accounts’ activity. A request linked to a parent account counts the parent’s accounts in its impact score. If a request is linked to both a parent account and one of its accounts, that account’s MRR is counted once.

What a parent account shows

• Accounts in the parent: each account’s status, MRR and health score, with a link to it.
• MRR: the total MRR of its active accounts. Churned and ignored accounts stay in the parent but don’t count toward its MRR. The total updates when an account’s MRR or status changes, or when an account is added, removed or deleted. If you edit MRR on the parent account, your figure is used instead until you clear it.
• Timeline: meetings, emails, tasks, requests, notes and files from every account in the parent, plus anything logged on the parent itself. Items from an account in the parent are labeled with that account’s name.
• Contacts: the contacts of every account in the parent.
• Health score: calculated from its accounts’ scores, with its own history, trend and tier. See How a parent account is calculated.
• Status: churned only when every account in it that isn’t ignored has churned. Otherwise onboarding if any account is onboarding, then subscribed, then trial. Setting the status on the parent account yourself keeps it until you choose Use the status of its accounts in the actions menu. See Account lifecycle.
• Last active: the most recent date across its accounts, unless a date is set on the parent through the API.
• Days Since Customer Wrote and Days Since We Wrote: read across the parent and every account in it. Each account inside the parent reads the same, since a customer’s conversations often sit on just one of its accounts.
• Indicators: worked out from the accounts inside it. See Indicators.
• Product events: the event chart and the events on its timeline cover every account inside it.
• Traits: worked out from its accounts’ values. See Traits on a parent account.
• AI Pulse, Account Summary, Meeting Prep and account search: read the conversations, meetings, requests, tasks and notes of every account inside it. Meeting Prep also lists their open flags, each naming the account it’s on.
• Logo: taken from its accounts’ contact email domains, or its largest account’s logo. You can still upload one.

Each account’s page shows Part of parent name under its name, linking to the parent.

How a parent account is calculated

A parent account is scored once a day, after the accounts inside it. Two org settings control it, under Parent accounts on Settings → Organization → Accounts: Each account counts for its share of the customer’s MRR: an account holding all of it decides the score, and one paying nothing doesn’t move it. When no account in the parent pays, they count equally. An account that has no score yet is left out. A CSM Pulse set on a parent account is blended into its score at the same weight as on any account, and an extreme pulse (1 or 10) carries the same force. Setting a pulse rescores the parent straight away. The health card on a parent account lists the accounts it was scored from, their scores and how much each one counts.

Health alerts

If a parent account drops a health tier, its CSM gets the alert and a task, the same as for any account. If that person was already told about one of its accounts dropping in the same run, the parent alert is skipped rather than sent twice.

Traits on a parent account

A trait is synced or typed onto the accounts a customer is made of, so a parent account is given a value of its own from theirs, refreshed every 20 minutes. Rolled-up values are marked Rolled up on the account’s Traits tab. A value set on the parent account itself always wins: a HubSpot company linked straight to it, or a trait you type on it. Editing a rolled-up user trait on a parent account makes it the parent’s own. By default a parent account takes the largest-paying account’s value, except dates, which take the earliest — a renewal date is the one coming up next. Churned and ignored accounts are left out unless your organization counts them. You can change the rule per trait: For traits you create, the rule is in the trait’s own form under Settings → Organization → Traits. For traits synced from a platform or learned from product events, it’s in the Synced traits list under Parent accounts on Settings → Organization → Accounts.

Accounts list

The Accounts page has two views: Total MRR is correct in both views. Parent account rows show how many accounts they contain, and the arrow next to the name opens the accounts inside, listed under it with the same columns. On a phone, open the parent account to see them. A parent account’s activity columns — open requests, meetings, emails, contacts, notes and the last meeting, email and active dates — count its accounts’ records together with its own. A request linked to both a parent account and one of its accounts counts once. Has open requests matches a parent account when any of its accounts has one. Filtering by a segment judges each row on its own values, and a parent account’s are its accounts’ — so a parent account matches when the customer does. A filtered summary run from the Customers view, and the weekly summary, summarize each parent account once using its accounts’ meetings, conversations, requests, tasks and notes, and count each customer’s MRR once.

Current limits

Parent accounts are new, and some parts of Zudo still work only with individual accounts:

• Scoring a parent from its accounts’ combined activity, rather than from their scores, isn’t an option yet.
• Dashboards and reporting count individual accounts. A parent account isn’t counted separately, so totals don’t double.

Deleting a parent account doesn’t delete its accounts. They become standalone accounts again.

Segments and renewals

A segment lists Customers or Accounts. Customers is the default: a parent account stands in for the accounts inside it, judged on the values rolled up to it. The renewal pipeline works the same way, and its setting is under Renewal Pipeline on Settings → Organization → Accounts. A parent account’s renewal date is the earliest of its accounts’, so listing customers shows each renewal once.

CSM and alerts

A parent account has its own CSM, set the same way as on any account.

• Alerts and follow-up tasks for an account go to its own CSM. An account with nobody assigned falls to its parent account’s CSM, then to the organization’s fallback CSM. That covers unanswered emails, replies you’re waiting on, completed requests and health tier drops.
• Tasks: the Mine filter includes tasks on the accounts inside a parent account you’re CSM of.
• Assignment: setting a parent account’s CSM assigns the accounts inside it to the same person. Turn that off under Parent accounts on Settings → Organization → Accounts if a customer’s accounts are owned by different people.
• New parent accounts get a CSM from your auto-assignment rules, judged on the combined MRR of the accounts in them.

Daily and weekly emails

If you’re the CSM of a parent account, your daily follow-up digest, your daily and weekly summary emails, and the weekly summary in the app on My accounts include every account in it, even ones assigned to someone else.

API

The REST API and MCP tools support parent accounts:

• Accounts include isRollup (true for a parent account) and parentAccountId. GET /accounts/{accountId} also returns memberAccounts.
• GET /accounts takes level: accounts (the default, every account except parent accounts), customers or parents. Filter to one parent’s accounts with parentAccountId.
• POST /accounts with isRollup: true creates a parent account, optionally with memberAccountIds.
• PATCH /accounts/{accountId} with parentAccountId adds the account to a parent, or removes it with null. Set moveFromCurrentParent: true to move an account that’s already in another parent.
• Filtering by a parent account — accountId or accountExternalId on meetings, tasks, requests, conversations, contacts, alerts, activity and product events — covers the accounts inside it, as the app does. Add accountScope=self for the parent account’s own records only.
• GET /accounts/{accountId} on a parent account embeds its accounts’ contacts, meetings and requests, and counts them; GET /accounts/{accountId}/contacts, /notes and /files list its accounts’ too.
• A parent account’s health history, traits and indicators are its own, rolled up from its accounts.

The MCP tools use the same endpoints, so they answer the same way.