Customer Success
Customer Success is an analyst over the signals your agency collects about its clients. It scores the health of each relationship, and you can ask it which clients are at risk, which have gone quiet, which are renewing, which are still onboarding and where there might be room to grow. It can also prepare a summary for one client ahead of a quarterly review.
It never writes to a client. A red or yellow row carries a Draft outreach button, and pressing it asks the Account Assistant to write a suggested message for the owning account manager. Approving it never sends: it saves a draft in the account manager's Gmail Drafts, and the account manager sends it from Gmail.
What It Does
Each client gets a health score between 0 and 1, looking back over the last 28 days. Three things are always scored: how recently you heard from the client, how often, and across how many sources (email, CRM and other channels). Three more are scored only when your agency has the data: the tone of recent messages, the client's history of missed response deadlines, and the value tier of the contract. A score of 0.70 or more is green, 0.40 or more is yellow, and anything lower is red.
You ask for views of that score in Slack. It also records a snapshot of every client's score once a day. That history is what the Engagement Health page in the Operator Console shows, with a trend for each client.
Once a day, when a client's score drops into red, it posts an Engagement Health alert. See Notifications.
Key Capabilities
| Capability | What it gives you |
|---|---|
| Churn risk | The red clients, each with a score, a risk level and the main reasons |
| Quiet clients | The yellow and red clients, in the same format |
| Book of business | Every client with its colour, score and risk level |
| Renewal forecast | Contracts renewing in the next 90 days, soonest first, with each client's health |
| Onboarding status | Clients still onboarding and which early milestones are on track |
| QBR prep | For one client: health, recent activity and the renewal date |
| Reference candidates | Green clients ranked by score and how long they have been a client |
| Expansion opportunities | Recent client messages that read as added scope, team growth or an adjacent need |
| Engagement Health alert | A card when a client crosses down into red |
What Requires Your Attention
Customer Success reads and surfaces; it does not act. When you ask, it posts what stands out. Unprompted, it posts one thing: an Engagement Health alert when a client crosses into red.
What it hands off is the client-facing work. A Draft outreach button appears on each red or yellow row of a churn risk or quiet clients card, and on each row of a renewal forecast. Pressing it asks Account Assistant to write a suggested message, which arrives as a card for the owning account manager. There is no client email to reply to, so the card offers Approve and Save to Gmail Drafts instead of Approve + Send: it saves a draft in the account manager's own Gmail Drafts, and the account manager reviews and sends it from there. Customer Success composes nothing a client sees, and it never logs time, edits records or sends email.
Onboarding, renewal and QBR renewal dates come from contract information loaded for your agency. If none is loaded, these come back empty. Check that it is current before you rely on them.
Who It's For
- Agency owners and customer success leads: a read on relationship health across the whole book
- Account managers: a one-click route from a flagged client to a suggested message they send themselves
- Operations staff: a quick view of who is renewing and who is still onboarding
Related
- Commands: the questions you can ask
- Examples: walkthroughs
- Notifications: the cards it posts
- Schedule: what it does on its own
- Troubleshooting: when something looks off
- Engagement Health: the health roster in the Operator Console
- Account Assistant: who writes the drafts