Customer Success Intelligence

An exploration of how customer success teams can connect emails, meeting notes, support tickets, and follow-up tasks in one workflow.

The problem

Customer success managers cross-check inboxes, meeting notes, tickets and renewal dates by hand, and risks get buried.

The approach

The working part is a task triage screen: suggested follow-ups that a CSM reviews and approves. The account dashboard is partial. Microsoft Graph and webhook ingestion are still ideas.

A trade-off

Every suggested task needs manual approval instead of being sent automatically. It costs daily triage time, but customer relationships are too sensitive for unreviewed messages.

  • Working Human-in-the-Loop Task Triage Interface
  • Partial Customer 360 & Account Dashboard
  • Idea Microsoft Graph API Integration
  • Idea Autonomous Webhook Pipeline

Walkthrough video

A short walkthrough of the Customer Success Intelligence prototype.

Interactive mockup

Illustrative interface with sample data.

CSMintelligence Signal Workflow

Interactive Human-in-the-Loop Queue

Incoming communication signals synthesized into reviewable action items requiring CSM authorization

Account:
Health Score71 / 100Slight dip from webhook issues
Relationship 3603 Key Contacts1 Champion, 1 Detractor
Pending Action Items3 awaiting approvalZero autonomous dispatch
AI-Synthesized Action Queue (Human Review Mandate)CSM maintains 100% approval authority
[High Urgency]Address Webhook Timeout Escalation

Email from Sarah Chen (VP Ops, Apex): "We encountered recurring webhook timeouts during our peak shift yesterday. We need assurance before signing the annual renewal."

Proposed Execution:Schedule 20-min technical review with Solutions Architect and email preliminary incident summary before 4 PM.
[Medium Urgency]Prepare EMEA SSO Provisioning Plan

Q2 Executive Review MOM: "Client expressed strong interest in expanding SAML/SSO integration to their regional subsidiary in EMEA next month."

Proposed Execution:Send EMEA IT Lead the SSO onboarding documentation and copy Executive Sponsor David Vance.
[Low Urgency]Conduct SLA Breach Post-Mortem

Support Ticket #4829 resolved after 48h (exceeded 24h SLA for Tier-1 contract). Client sentiment rating: Neutral.

Proposed Execution:Log courtesy outreach note to acknowledge resolution delay and offer SLA credit review.
Signal models tested on synthetic communication datasetsCSMintelligence Prototype
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