Notifications

Customer Success is an on-demand analyst. It does not push you unprompted alerts when a client goes quiet; you ask, it reads the latest signals, and it posts what it finds to the channel where you asked. The one thing it produces on its own is a weekly health digest. Everything below is internal: none of it is visible to clients.

Churn Risk Card

When: You ask for the churn risk list, or you ask about a specific client whose last contact has crossed the churn-risk window.

What it contains:

• Each at-risk client and the owning account manager
• Exact number of days since last contact
• Signal count for the recent window, if any
• An anonymized book-wide pattern note when one applies, so the quiet account is read against what tends to precede churn across your clients
• A Draft outreach button to initiate a check-in via the Account Assistant

Action required: Review the card and decide whether to reach out. Press Draft outreach to ask the Account Assistant to prepare a check-in message in your voice, or move on if no action is needed.

Quiet Client Card

When: You ask for the quiet clients list. These are clients who have slowed below a normal cadence but have not yet reached churn-risk level.

What it contains:

• Each quiet client and the owning account manager
• Days since last contact
• Recent signal count for context
• A Draft outreach button for early outreach

Action required: Decide whether early outreach makes sense. This is a heads-up, not an emergency. Use it to get ahead of a potential issue before it escalates.

Expansion Signal Card

When: You ask for expansion opportunities, or a specific client's summary turns up language suggesting they want additional scope, are growing their team, or have an adjacent need the agency could serve.

What it contains:

• The client name
• The specific phrase or passage that read as an expansion signal, quoted directly from the source message
• A brief rationale for why it was flagged
• A Draft outreach button to start an expansion conversation via the Account Assistant

Action required: Read the quoted passage and decide whether this is worth following up on. The signal is a flag, not a recommendation. You decide whether the timing and context make sense for a conversation.

Renewal Forecast Card

When: You ask for the renewal forecast.

What it contains:

• Contracts renewing in the next 90 days, with the 60-day and 30-day windows marked
• A risk read on each, so the renewals that need attention stand out
• A Draft outreach button on the at-risk rows, framed for a renewal conversation

Action required: Work the list from the top. Press Draft outreach on a renewal you want to get ahead of, and the Account Assistant prepares the opening message for your review.

Weekly Health Digest

When: Once a week. This is the one notification Customer Success produces without being asked.

What it contains:

• A roll-up of the book of business for the week, built from the daily health snapshot it records
• Which clients moved (improving or slipping) since the last digest
• The clients that warrant a closer look

Action required: Skim it to catch anything that drifted during the week. Anything that needs a client-facing message still goes through the Draft outreach path and a human approval.