Customer Success Decision Tool

Surface account risk before it becomes an escalation.

Combine onboarding progress, stakeholder engagement, support activity, and customer sentiment into a clear health assessment with prioritized next actions.

Explainable risk signals Prioritized intervention Leadership-ready summary

Built by Maximilian Goddard from real implementation and account-health workflows.

1
Account Profile
Who the customer is and how long they have been with you.
Annual contract value, e.g. $120,000.
Whole months since contract start.
2
Onboarding Progress
Onboarding milestone health is a key early risk indicator.
3
Engagement and Support
Stakeholder access, support load, and sentiment.
How reachable is the economic buyer?
Currently unresolved tickets.
Days since the last meaningful customer conversation.
Enter a score from 0 to 10, or leave blank if unknown.
4
Additional Context
Anything the numbers do not capture.
Recent escalations, renewal timing, champion changes, delivery blockers.
Operational Design

Deployment Readiness

Proposed deployment workflow
Signal entered→Risk assessed→Owner reviews→Action assigned→Follow-up recorded
Human checkpoint
No customer action without CSM review.
Default owner
CSM or Implementation Manager, depending on the stage of the account.
Proposed KPIPROPOSED
Percentage of high-risk accounts assigned a next action within one business day.

Production Readiness

Data
The tool uses account name, industry, annual contract value, months as customer, onboarding milestone statuses, executive sponsor engagement, open support tickets, days since last contact, NPS score, and free-text context.
Permissions
Proposed access would be restricted to Customer Success, Implementation Management, Support Leadership, and Account Executives on a need-to-know basis. This is a suggested production access model, not an implemented permission system.
Monitoring
Proposed monitoring would flag missing or stale input sources (last-updated timestamps and failed data fetches), log failed AI gateway responses, and require a manual refresh before high-stakes reviews. Days since last customer contact is an account-engagement signal, not evidence that the source data is stale. These checks are not built into the current prototype.
Human handoff
A CSM reviews the generated recommendation before any customer outreach. The tool produces decision support; the account team owns the final action.