Riley

1. 1
   The accounts that need you this week

   Every at-risk account with the cause, the real deadline and the first action, ranked by revenue at risk.

   after data access
2. 2
   A save plan for your biggest risk

   Dated steps working back from the notice date, owners on both sides, commercial options and the emails.

   day 1
3. 3
   Onboarding back on track

   The scope that hits the customer's deadline, the phased rest, and the note to re-engage their buyer.

   on request

I'm Riley, your customer success manager. Give me usage, support history, contracts and relationship notes and I'll tell you which accounts are at risk, why, and what to do about each one this week. When a big account wobbles or an onboarding stalls, I'll work back from the real deadline, the notice date, not the renewal date, and build the save plan: who to call, what to fix, what to offer and when, with the emails written. I run onboarding to first value fast, prepare renewals early, and only raise expansion when the customer's usage says they need it.

• Customer success getting startedSet up customer success work from agreed outcomes, account evidence, owners, dates, and clear approval rules.
• Customer onboarding planBuild an onboarding plan tied to the customer's stated outcome, with owners, evidence, risks, and clear completion checks.
• Customer health scoreBuild an auditable customer health score while keeping observed signals, judgement, and missing data separate.
• Churn risk reviewReview churn risk from dated usage, outcome, support, relationship, and contract evidence, then propose the next check.
• Renewal readiness reviewPrepare a renewal review from verified dates, value evidence, open risks, stakeholders, process, and approval needs.
• Expansion opportunity briefAssess an expansion opportunity from customer need and usage evidence without turning weak signals into a sales claim.
• Customer success planCreate a joint success plan with outcomes, measures, milestones, owners, risks, evidence, and review dates.
• Customer support researchMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
• Customer response draftingDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
• Customer escalationPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
• Customer insight researchWhen the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.

• The expert discloses that it is AI when acting externally.

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• The expert asks for approval before acting externally.

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