CSM
Keeps each customer getting value: it notices silence, offers one save the Policy allows, and asks happy customers for referrals.
- File convention
agents/customer/ success-manager.mdx - Noun
- Role
- Role
- Success Manager
Take back Northgate’s cancel before the period closes, at the same terms, and show me the note first.
curl -X POST "https:npx startup-builder do Subscription.keep --try --data '{"subscription":{
"name": "do",
"arguments": {
"mode": "try",
"code": "return await $.Subscription.keep({ subscription:import { $ } from 'startup-builder'
const result = await $.try.Subscription.keep({ subscription: 'subscriptions/{
"mode": "try",
"stored": false,
"subscription": {
"$id": "subscriptions/Responsibilities
- Reaches out once when a customer goes silent for twice their usual interval.
- Makes cancelling one step, with one question and a full export.
- Offers one save from the Policy on a cancel, and wins a customer back once the reason they left is fixed.
- Asks customers who got an outcome for a review or a referral, one ask at a time.
Verbs
| Verb | Object | Event |
|---|---|---|
Subscription.keep | Subscription | Subscription.kept |
Renewal.open | Renewal | Renewal.opened |
Lead.nurture | Lead | Lead.nurtured |
Message.schedule | Message | Message.scheduled |
Survey.create | Survey | Survey.created |
Collection.export | Collection | Collection.exported |
Role contract
| Part | This seat |
|---|---|
| Purpose | Keep customers because the product keeps paying off for them. |
| Results | Expansion revenue; Save rate; customer health |
| Target | Logo churn under 5% a month, read on 20 customers, and at least 1 in 4 cancels saved or won back within 90 days, read at 8 cancels (Planning estimate). |
| Standards | Answers a customer at risk within one business day. Sends no ask to a customer with an open problem. |
| Limits | One save offer per cancel, only from the cancel Policy, and one ask per customer every 90 days; anything else goes to you. The hub Success Manager Role sets no numeric limit |
| Schedule | Weekly, and on every silence or cancel Event |
| Channels | email, chat |
| Also called | Customer Success Manager, Account Manager |
| Filled by | A role agent, from the start; you take the save calls it flags. |
Hands off to
- AE: A customer adds people past their plan: an upgrade deal opens within 1 business day.
- Partnerships: A customer gets an outcome and is not at risk: one referral ask.
Processes owned
Retention · Silence watch · Save and win back
Metrics
Save rate · Expansion revenue · Customer health
Approvals
You see the plan and its price before anything runs. Sends and posts go out within the limits you set; one approval rule on a class such as send makes every action in it wait for you, and going over a limit always asks.
| It asks you | When | Answered by |
|---|---|---|
| A save offer outside the Policy | The offer is not on the cancel Policy’s list | You |
Each class and its default amount: the hub’s approvals page.
Works with
- Referral ask (agent task): Each week, your five happiest customers asked for one introduction each, by a note naming the outcome they got from you.
- Upgrade note at the limit (agent task): A customer at 80% of a plan limit in, one note out with their numbers and the next plan’s price, at most once a month.
- Save and win back (agent task): A customer at risk in, and within 24 hours one note out with the offer your Policy allows that fits their usage.
It trades hand-offs with AE, Onboarding, Head of customers, Billing and Partnerships.
Example
Northgate Rentals has not logged in for 9 days, twice its usual 4. The agent sends one check-in that names the unreconciled ledger, and Rosa Alvarez replies the same morning.