How Paces uncovered $500,000+ in revenue opportunity with Canny

Paces helps renewable energy projects move forward. Katherine Olecki leads Customer Success (CS) and Solutions Engineering (SE) at Paces. Her team sits at the intersection of customers, data, and product.

They’re on a mission to turn insights into impact, both for customers and the planet. Until recently, their feedback process wasn’t cutting it.

Feedback everywhere, but nothing was clear

Before Canny, Paces had feedback scattered across Slack threads and engineering tickets in Linear.

The result?

• No visibility into how many customers wanted a feature
• No way to separate bugs from product requests
• No way to quantify revenue impact

"We kept saying we’re going off vibes, which is not a viable way to run a business."

And it wasn’t just everyday feedback. Some requests were written into contracts, with launch dates tied to delivery. Tracking and prioritizing those was critical. Paces needed a better way to connect feedback to outcomes.

One system for prioritizing what matters

Katherine had used Canny at a previous company. So when she joined Paces, she already knew the playbook.

They trialed Canny with their CS and Growth teams to ensure it worked with their workflows. It did. With HubSpot and Linear integrations, they could track everything, from revenue-tied requests to quick UX tweaks, all in one place.

They grouped feedback into three buckets:

1. General feature requests
2. Quick wins or ad hoc tweaks
3. Data requests (often complex and technical)

Every Monday, the Growth team uses Canny dashboards to see which requests have the most upvotes and the most revenue attached.

"It’s a no-brainer when you see half a million in ARR linked to a feature request."

From there, the Product team syncs with Engineering to scope, assign point values, and slot them into sprints. It’s a full feedback loop, with nothing lost in translation.

Faster delivery, better decisions, and a shared language

Since adopting Canny, Paces has:

• Prioritized and shipped high-impact features faster
• Aligned Sales, CS, Product, and Engineering around shared priorities
• Turned subjective feedback into data-driven decisions

"For every piece of feedback that my Customer Success Managers had advocated for, it was the first, second, third, fourth feature requests in terms of IRR (Internal Rate of Return)."

One of their most requested features was a spreadsheet view with advanced filters. With over $500K in revenue tied to it, it quickly rose to the top. They shipped it the following quarter.

Another feature: Custom tagging inside the platform. Originally driven by CS feedback, it’s now a fan favorite among both customers and internal teams.

Canny has become the default for all of Paces' teams to tackle feedback:

"I think the number one benefit is that Canny has given our Customer Success, Sales, Product, and Engineering teams a common language to speak about customer requests, and to be very customer focused in terms of how we prioritize those requests—and then also the ability to be business focused by aligning those requests to what would have the maximum revenue impact on our organization."

Start turning customer feedback into revenue. Create your Canny board to prioritize features that drive retention, close deals, and boost ARR.