How Digital CSMs Grow NRR.

Automated Digital CSMs take over 75% of the mundane and tedious tasks from human CSMs, elevating them to consultants so they can focus on building relationships and you can grow your NRR.

Automated Digital CSMs generate personalized presentations and digital hubs for every customer persona. They present and explain customer insights tying them to actions that drive onboarding, adoption, retention, revenue, and referrals.

Generate Data-driven personalized presentations & Digital hubs.

● Combine Data from Salesforce, Gainsight, HubSpot, Snowflake, and 60 additional cloud data sources and any platform with a restful API.
● Transform and clean data automatically.
● Generate actionable presentations and web pages personalized for every customer persona.

Reach Active users in your app.
Deliver over email and text.

Reach active users in-app in your web or mobile app and inactive users and executives via email and text.

Presented & Explained
by an Automated Digital CSM.

A Digital CSM meticulously reaches, presents, explains, engages, and influences all personas.
Makes conversations relevant and personal, e.g., Shares value and ROI with executives, offer training resources to new users, and actionable insights to power users.
● Watch the Demos

Drive Use Cases across
the Customer Journey

Connect personalized customer insights to individualized actionable recommendations and practical advice.
Drive onboarding, usage, education, adoption, and retention.
Influence growth via renewals, revenue expansion, and referrals from promoters and educate the community.
See Use Cases.

Connect Users to Self-Serve Resources & Humans on Demand.

● Humans: Connect customers to Experts, Account Managers, and Human CSMs as needed via Calendly, ChiliPiper, GoodTime Meet, and HubSpot.
● Forms: Collect Data using integrated TypeForm, Google Forms, WuFo Forms, and Survey Monkey.
● Resources: Connect customers to curated online resources, self-service training, documentation, webinar recordings, videos, and self-service up-sell and cross-sell pages.

Scale CS Not CS Teams.

Grow NRR on Autopilot.

With Automated Digital Customer Success Managers, Automation, Built-in Competetive Benchmarking, Personalization, and Generative AI.

Raise the Bar on Personalization — Solve for Relevancy and Effectiveness.

Personalization is tablestakes.

Teresa Chu, HP Enterprise, a Customer

Personalization has become essential for businesses looking to stand out in today's competitive environment. Personalize content, insights, and recommendations for each persona to solve for effectiveness and to get a competitive edge using state-of-the-art personalization.

Engage and influence every persona at every customer across segments. Empower the community and build a network of promoters around your product.

State-of-the-Art Personalization

Personalization helps you solve for relevancy and effectiveness. Personalize by the criteria that you already use to run your business.

Customer Expertise or maturity
Use Customer expertise or maturity — the measure of customers' proficiency in using your product or service and their level of engagement with it — to personalize content and recommendations.
Customer Cohort or Customer Since
When did the customer become a customer? Tie renewals to the customer since dates and terms.
Past Purchases
Features, products, bundles, and tiers purchased. Tracking past purchases enables Digital CSMs to up-sell features and cross-sell products.
User Sophistication
Personalize content for power users differently from users. Offer training to individual contributors.

Share specific, actionable insights with power users. "You have 3x the number of customers in the SMB segment compared to others. Consider sub-segmenting the SMB segment further to improve personalization-driven sales."
User Role and Responsibilities
Personalize based on responsibilities. Does the user have renewal authority, expansion authority, or approval authority?

Titles can be a good proxy in the absence of responsibility data.
Customer Segmentations
Over time you will likely end up with several customer segmentation types. For example, ARR-based, or Risk, needs, strategic significance, relationship health multi-dimensional based.

Use all segmentation models to personalize the content and recommendations.
User Segmentation versus buyer persona
The buyer persona is a fictional representation of your ideal customer, which is best for prospects when you do not know the user. You have a relationship with your customer. You know the users.

User segmentation based on user demographics, the organization they work for, technologies they use, their cohort, geography, attitude (what users say in surveys and testimonials), psychographics (what their expressed values, interests, opinions, and lifestyles are), needs, outcomes, and behaviors (what they do in your product), is far more useful than the fictional buyer persona for existing user segmentation.
Customer Relationship Health
Everyone tracks Customer Health and uses it as a basic for their decisions.

You can certainly personalize based on relationship health, but the goal should be to preempt and take corrective actions before a customer goes into Yellow. Or Red.

You can track 1st- and 2nd-degree components that make up customer health and take preemptive and corrective actions in easily and seamlessly.
Likelihood to Renew
Track behavioral as well as attitudinal data to determine the likelihood to renew and use it as a personalization criteria.
Propensity to Up sell and Cross sell
Propensity to buy refers to the likelihood that a customer will expand based on their past behavior, demographics, and other relevant data points.

Personalize communications to increase the likelihood of a purchase based on the likelihood-to-expand.

By leveraging propensity-to-buy data, your businesses can improve conversion rates, increase customer loyalty, and drive revenue growth.
Service Level Agreements
Personalize communications based on SLAs. Remind customers of the SLAs and share how you continue to meet the SLAs.
Customer Lifecycle Stage
Knowing the customer's journey helps personalize content and make relevant recommendations. The customer life cycle includes various stages from considering becoming a customer to off-boarding.

Understanding each stage provides insights into the customer's needs and helps create a more effective experience.

These stages include consideration, pre-boarding, onboarding, activation, active use, expansion, renewal, and off-boarding. Each stage offers opportunities to personalize content and encourage customer loyalty.
Strategic Significance
Personalize to ensure your are tailoring content and recommendations based on the unique needs and goals of customers or segments that are strategically significant for a business.

is for you? is for customer-facing teams who care about efficient and effective growth, satisfaction, and revenue expansion. And invariably includes those who share the customer success outreach and customer marketing.

ready to automate your success too?