Key outcomes
Context & problem
Client success managers were losing hours prepping and following up on customer touchpoints, and outreach was inconsistent when health scores dipped.
- Manual prep to review support usage, red flags, and sentiment before meetings.
- Inconsistent outreach when clients hit negative health score thresholds.
- Post-meeting action items often delayed; support tickets opened late or missed.
Automation strategy
We built a trigger-based outreach and follow-up loop that keeps CSMs informed and clients engaged automatically.
Health-score outreach triggers
Automated emails fire when clients cross risk thresholds, tailored to their profile and recent usage.
Automated client summaries
Pre-meeting briefs compile tech support usage, red flags, and recent sentiment so CSMs are ready in minutes.
Post-meeting actions
Meeting notes push action items into support tickets and follow-up tasks automatically to keep momentum.
Impact & results
- 2 hours saved per client meeting by removing prep and manual follow-ups.
- Health-score-driven outreach ensures at-risk clients receive timely, consistent engagement.
- Support and success stay aligned with automated summaries, sentiment signals, and ticketed action items.
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