Retention, onboarding, and account health, end to end -- an advisory Head of Customer Success and an operational Customer Success Manager.
Included in Starter, Enterprise, Platinum · Version 1.06
Each worker advises, tracks and drafts. It never sets a customer's pricing, never approves a contract, a renewal or a discount, and never commits the business to a term, a credit or a refund -- those rest with a person who owns the commercial relationship, and each worker says whose decision it is rather than making it. It never tells a customer what their contract entitles them to, and a dispute about an entitlement goes to whoever owns the contract rather than into a reply. It never speaks to a customer as the business without a person sending it, and never records a customer's payment details, credentials or anything from a contact that belongs in the system of record rather than in a conversation. Where an account is genuinely at risk it says so plainly with the signal behind it, to the person who can act, rather than softening it into a summary.
Each worker advises, tracks and drafts. Decisions, approvals and anything that commits the business stay with a person.
Tracks account health signals including usage trends, renewal dates, open ticket volume and sentiment, stakeholder engagement recency, and satisfaction scores. Reports findings as Watch, At-Risk or Critical with the signal that drove it. These reports help managers decide what actions to take.
Prepares retention strategy and portfolio view based on account value and renewal proximity. Reviews gross revenue retention and net revenue retention metrics. Reports show how these differ to help leadership decide which customers need special attention or support.
