Forward to: CS Team

Customer Success
Workflows

Ten agent workflows for the CS Team — customer health monitoring, churn prediction, expansion opportunity detection, adoption intelligence, risk signal identification, QBR automation, customer advocacy mapping, onboarding health tracking, renewal forecasting, and customer segmentation — transforming domain signals into retention and growth actions.

1Customer Health Score Enhancement

AI agent enriches customer health scores with domain intelligence — detecting company distress signals, leadership changes, and organizational shifts that predict churn before usage metrics show decline.

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Monitor Customer Domain Health Signals
/careers /leadership /press /about OpenPageRank Domain Ages
CUSTOMER HEALTH DASHBOARD — 1,247 ACCOUNTS ════════════════════════════════════════════════════════ HEALTHY (1,089 accounts — 87.3%): Domain signals stable | Usage healthy | No risk indicators AT RISK (34 accounts — 2.7%): customer-alpha.com ($180K ARR) /careers: -60% job postings (120 → 48 in 90 days) /leadership: CFO and COO departed same month /press: "Restructuring to focus on core business" PageRank: 5.4 → 3.8 (declining) Usage: Still normal — but domain signals predict churn RISK: Company in distress — proactive CSM outreach needed customer-beta.io ($95K ARR) /leadership: Our champion (VP Ops) left company /careers: No replacement posting for VP Ops role /about: Removed "operational excellence" from mission RISK: Champion departed — need new champion mapping WATCH LIST (124 accounts — 9.9%): Minor signals detected — elevated monitoring

2Churn Prediction & Early Warning

AI agent predicts churn 60-90 days before it happens by combining usage decline with domain distress signals — company layoffs, leadership changes, budget cuts, and competitive tool adoption.

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Predict Churn with Domain Signals
/careers /press /partners /leadership OpenPageRank
Churn Prediction Model
Domain Intelligence Churn Signals — Adding domain signals to usage-based churn model improved prediction accuracy from 52% to 84% at 90-day horizon. Top predictive signals: /careers decline (-40% or more), champion departure from /leadership, competitor listed on /partners page, /press announcing layoffs, PageRank decline >1.5 points in 90 days.
84% churn prediction accuracy with domain signals (vs 52% usage-only)

3Expansion Opportunity Detection

AI agent identifies expansion opportunities within existing accounts by monitoring domain signals for company growth — new offices, product launches, hiring surges, and funding rounds that indicate readiness for more seats or features.

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Detect Account Growth Signals
/careers /press /products Countries OpenPageRank
EXPANSION OPPORTUNITIES — Q1 2026 ════════════════════════════════════════════════════════ TOP EXPANSION ACCOUNTS: growing-customer.com ($45K ARR → Est. $120K potential) /careers: +200% headcount (50 → 150 roles posted) /press: $60M Series C raised — aggressive growth mode Countries: 3 new offices (London, Berlin, Singapore) /products: 2 new product lines launched Current: 50 seats | Potential: 200+ seats across new offices ACTION: Schedule expansion QBR, propose multi-region rollout enterprise-customer.com ($200K ARR → Est. $350K potential) /press: Acquired subsidiary-brand.com (800 employees) /about: Now lists subsidiary as division Current: 500 seats | Potential: +800 seats from acquisition ACTION: Offer acquisition onboarding package TOTAL PIPELINE: $1.8M expansion ARR across 34 accounts

4QBR Intelligence Automation

AI agent automates quarterly business review preparation by compiling customer domain intelligence — company changes, industry trends, competitive landscape shifts, and growth signals into CSM-ready QBR decks.

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Auto-Generate QBR Intelligence
/press /leadership /careers /products /blog IAB Categories

QBR Intelligence Brief — growing-customer.com

COMPANY CHANGES SINCE LAST QBR ──────────────────────────────────────── 1. Raised $60M Series C (from /press — Jan 2026) 2. Opened 3 new international offices (from Countries) 3. Launched 2 new product lines (from /products) 4. Hired VP International Operations (from /leadership) 5. CTO departed, new CTO from Stripe (from /leadership) INDUSTRY TRENDS (IAB: Technology > SaaS) ──────────────────────────────────────── AI adoption accelerating across their sector 3 of their competitors also raised funding this quarter Industry average PageRank trending up (+0.4 avg) RECOMMENDED QBR TALKING POINTS ──────────────────────────────────────── 1. Congratulate on Series C — position expansion conversation 2. International rollout plan — multi-region deployment 3. Meet new CTO — rebuild technical champion relationship 4. Address any concerns from CTO transition

5Champion Tracking & Risk Alerting

AI agent monitors customer leadership pages for champion departures — detecting when key stakeholders leave the organization and alerting CSMs to rebuild relationships before the account becomes at-risk.

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Track Champion Movements
/leadership /careers /about OpenPageRank
CHAMPION TRACKING — FEBRUARY 2026 ALERTS ════════════════════════════════════════════════════════ CHAMPION DEPARTED (immediate action): customer-beta.io ($95K ARR) Champion: Sarah Miller (VP Operations) /leadership: Removed from team page Feb 3 /careers: VP Operations role NOT posted (concerning) ACTION: Identify interim contact, schedule check-in CHAMPION LANDED (new opportunity): new-company.com (NOT a customer) /leadership: Sarah Miller joined as COO /careers: Company is hiring rapidly (80+ roles) PageRank: 6.2 | Est. 400+ employees ACTION: Former champion at new company — warm intro for sales CHAMPION PROMOTED: enterprise-customer.com ($200K ARR) Champion: David Chen promoted from Director → VP /leadership: Now reports directly to CEO OPPORTUNITY: Stronger champion position = expansion potential

6Customer Advocacy & Reference Mapping

AI agent identifies ideal customer advocates by analyzing domain influence, industry positioning, and brand strength — selecting the most impactful reference customers for case studies, testimonials, and reference calls.

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Identify High-Impact Advocates
/about /blog /press OpenPageRank IAB Categories
ADVOCACY CANDIDATES — RANKED BY INFLUENCE ════════════════════════════════════════════════════════ TIER 1 — HIGH INFLUENCE (12 accounts): well-known-brand.com — PageRank: 8.2 /about: Fortune 500 company, household brand name /blog: Active blog (12 posts/month), industry thought leader /press: Frequently featured in major publications NPS: 9/10 | Usage: Power user | ARR: $240K VALUE: Case study would be seen by 100K+ prospects industry-leader.com — PageRank: 7.6 /about: "#1 in their category" — strong market position /blog: 25K newsletter subscribers, active conference speaker IAB: Technology > Enterprise Software NPS: 10/10 | Usage: Champion | ARR: $180K VALUE: Reference for enterprise technology prospects

7Renewal Risk Assessment

AI agent assesses renewal risk by combining usage data with domain intelligence signals — company financial health, leadership stability, competitive tool adoption, and industry headwinds that may impact renewal decisions.

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Assess Renewal Risk 90 Days Out
/careers /press /partners /investors OpenPageRank
RENEWAL RISK — NEXT 90 DAYS (87 renewals) ════════════════════════════════════════════════════════ LOW RISK (68 accounts — $4.2M ARR): Healthy domain signals | Strong usage | No competitor adoption HIGH RISK (8 accounts — $890K ARR): customer-gamma.com ($120K ARR, renews Apr 15) /careers: -55% headcount (layoffs) /press: "Cost reduction initiative across all departments" /partners: Added competitor-tool.com to integrations page Usage: -30% MAU in last 60 days RISK: Budget cuts + competitor evaluation — offer discount? customer-delta.io ($85K ARR, renews May 1) /leadership: New CFO from cost-cutting background /blog: "Optimizing our tech stack for efficiency" RISK: New CFO likely to audit all software spend MEDIUM RISK (11 accounts — $540K ARR): Some signals present — elevated monitoring recommended

8Customer Segmentation Intelligence

AI agent creates intelligent customer segments based on domain intelligence — grouping customers by company maturity, technology sophistication, industry vertical, and growth trajectory for targeted CS strategies.

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Create Domain-Based Customer Segments
/careers /api /products IAB Categories OpenPageRank Countries
CUSTOMER SEGMENTS — DOMAIN INTELLIGENCE ════════════════════════════════════════════════════════ SEGMENT: Enterprise Tech (189 accounts, $8.4M ARR) Profile: PR >6, /api present, /careers 500+, /security SOC2 Avg ARR: $44K | Retention: 96% | NPS: 8.4 CS Model: High-touch, dedicated CSM, quarterly QBRs SEGMENT: Growth Stage (345 accounts, $5.2M ARR) Profile: PR 4-6, /careers 50-500, funded (/press mentions) Avg ARR: $15K | Retention: 89% | NPS: 7.8 CS Model: Mid-touch, pooled CSM, bi-annual check-ins SEGMENT: SMB/Self-Serve (713 accounts, $2.1M ARR) Profile: PR <4, /careers <50 or absent, limited web presence Avg ARR: $2.9K | Retention: 78% | NPS: 7.2 CS Model: Tech-touch, automated playbooks, community support INSIGHT: Enterprise Tech segment = 15% of accounts but 53% of ARR

9Onboarding Health Monitoring

AI agent monitors new customer onboarding health by combining activation metrics with domain intelligence — identifying customers whose company profile predicts implementation challenges and proactively offering support.

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Monitor Onboarding Progress by Segment
/api /docs /products IAB Categories OpenPageRank
ONBOARDING HEALTH — 45 NEW CUSTOMERS (last 30 days) ════════════════════════════════════════════════════════ ON TRACK (34 customers): Activation milestones met | Domain profile matches success pattern AT RISK (4 customers): new-enterprise-customer.com ($120K ARR) /api: No API docs — may struggle with API integration /docs: Limited technical documentation culture Activation: Day 14, only 2 of 5 milestones complete ACTION: Assign implementation specialist, extend onboarding traditional-company.com ($45K ARR) /products: Legacy tech stack indicators /api: Not present — no API experience Activation: Day 10, team invite not complete ACTION: Schedule hands-on training, provide migration guide NEEDS ATTENTION (7 customers): Partial activation — nudge campaigns triggered

10Customer Industry Trend Alerting

AI agent monitors industry trends affecting customer segments and proactively alerts CSMs to relevant changes — regulatory shifts, competitive landscape moves, and sector headwinds that may impact customer strategy.

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Alert CSMs to Industry Changes
/press /blog /compliance IAB Categories OpenPageRank

Industry Trend Alert — Healthcare Customers

TREND: New HIPAA Compliance Requirements ──────────────────────────────────────── DETECTED: 14 healthcare domain /compliance pages updated with references to new HIPAA data handling requirements effective April 2026. AFFECTED CUSTOMERS (23 accounts, $1.4M ARR): All customers with IAB: Health & Fitness category These customers will need compliance documentation from us RECOMMENDED CSM ACTIONS: 1. Proactively share our HIPAA compliance documentation 2. Offer compliance configuration review call 3. Highlight our audit log features (underutilized) 4. Position as trusted partner during regulatory change OUTCOME: Proactive outreach increases NPS +12 pts on average
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