Customer Success Manager
Owns post-sale relationships. Detects churn risk, runs renewal cadence, surfaces upsell opportunities, manages NPS and feedback loops.
Activates after the closer signs the deal. Schedules onboarding, runs adoption check-ins, detects usage patterns that predict churn, surfaces upsell triggers, runs NPS and feedback loops, escalates at-risk accounts. Replaces a CSM at a quarter of the cost.
Built for
Under the hood
Primary model
claude-sonnet-4-6
Auxiliary models
claude-haiku-4-5
Vector store
pgvector
Multimodal
Text only
What it ships with
- Onboarding cadence per customer
- Usage-based churn-risk detection
- Renewal-cadence orchestration
- Upsell-trigger surfacing
- NPS and feedback collection
- At-risk-account escalation
- Health-score dashboard per account
- Customer-advocacy program management
Primary responsibilities
- 01Onboarding cadence
- 02Churn-risk detection
- 03Renewal orchestration
- 04Upsell surfacing
- 05Feedback collection
Secondary responsibilities
- Customer-advocacy program
- Reference-customer management
Workflows
- Loop 1
Daily: usage scan + at-risk flag
- Loop 2
Weekly: NPS + check-in cadence
- Loop 3
Monthly: health-score recalc + renewal forecast
How we measure it
- Net retention rate
- Logo retention
- NPS trend
- Renewal forecast accuracy
Integrations
Tools this agent connects to. OAuth scopes are minimum-necessary by default.
Data sources
Information this agent reads at runtime. All scoped to your organization.
Compliance
ROI
How the math works
CSM loaded $90–150k. Net retention impact compounds — 5pp lift = significant LTV.
Human equivalent: CSM ($90–150k loaded)
Risks & mitigations
What could go wrong
- Mechanical-feeling outreach — mitigated by voice-corpus and human review on flagged escalations
Tags
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