Departments/Customer Success
A success team that sees every renewal coming.
AI agents run the onboarding steps, watch the usage and support signals on every account, and prepare the renewal and review packs. Your account managers spend their time with customers, not building slides.
How the agents work in customer success.
01Reads
Usage data, support tickets, contracts, emails and meeting notes for each account.
02Checks
Each account against its onboarding plan, its health signals and its renewal date.
03Acts
Runs the onboarding steps, refreshes the health scores and prepares the packs.
04Asks
Sends churn risks and expansion signals to the account owner, with the evidence behind them.
Where the agents work.
Each one starts as a single process with a measure agreed before anything is built.
01Onboarding
- Today
- New accounts are onboarded from a checklist each manager keeps differently.
- With agents
- Every account follows the same plan, with setup tasks, reminders and blockers tracked.
- Measured in
- Time to first value
02Account health
- Today
- Account health is a gut feel until the customer goes quiet.
- With agents
- Usage, support and billing signals are read for every account, and each score shows why it moved.
- Measured in
- Accounts with a current health score
03Renewal preparation
- Today
- Renewals are prepared at the last minute from scattered notes.
- With agents
- Each renewal arrives with the usage story, open issues and contract terms already pulled together.
- Measured in
- Gross revenue retention
04Business reviews
- Today
- Each review pack is built by hand from exports and old slides.
- With agents
- The pack is drafted from live account data, with talking points ready for the manager to shape.
- Measured in
- Prep time per review
05Churn risk
- Today
- Risk shows up when the cancellation notice does.
- With agents
- Falling usage, open tickets and quiet sponsors are flagged to the account owner with a suggested next step.
- Measured in
- Customer churn
06Expansion signals
- Today
- Expansion depends on a manager spotting the moment.
- With agents
- New teams, usage near plan limits and feature requests reach the account owner as they appear.
- Measured in
- Net revenue retention
Works inside
- CRM
- Product analytics
- Help desk
- Billing
- Email and calendar
- Success platform
What stays with your people.
The agents prepare, check and record. The calls that carry judgement or risk stay with a named person on your team.
- 01The relationship with each customer.
- 02Commercial terms at renewal and expansion.
- 03What to do about an account at risk.
Guides for this team.
- Guide
Guide
Did it pay?
One measure, before and after
How do you measure the ROI of an AI project?
Pick one measure, read it before anything is built and again after launch, the same way. What to count on each side, and what to do if it doesn't move.
GuideHow do you stop re-keying data between your CRM, ERP and other systems?
Why the same customer gets typed into three systems, what it costs, and how to connect them so a change in one place shows up in the others.
Questions
Questions we hear first.
Where does the health score come from?
From signals you already have: usage, support history, billing and engagement. We agree which ones matter with your team, and every score shows the reasons behind it, so managers can challenge it.
Will it contact our customers directly?
Only where you've decided it should, such as onboarding reminders or survey follow-ups. Conversations about risk, renewal and pricing stay with the account owner.
We don't have a customer success platform. Does that matter?
No. Many teams run success from the CRM and a spreadsheet. We work with what you have and keep the record in the system your team already uses.
Why not just use ChatGPT or Copilot?
They're good tools for one person doing one task. The systems we build run a whole process: they connect to your systems of record, follow your rules, hand exceptions to a named person and log every step. The two work well side by side.
Why not build this ourselves?
You can, and some teams should. What we bring is a team that does this every day, a tested way of working, and people who stay to run it. Everything is set up in your accounts, so your team can take it over when it's ready.
Make your business AI-native.
Start with a short call about where your team's hours go and what you want to change.