Renewals don't survive CSM turnover by accident.
Capture the account history, the champion change, the implementation pain, and the unwritten promises. When a CSM leaves, the relationship doesn't have to.
The knowledge Customer Success keeps in heads and Slack threads.
Account histories
Every escalation, every save, every unkept promise — anchored to the people involved and the systems that broke.
Escalation paths
Who to call, when, and what they need to hear. Captured from CSMs who have actually navigated the politics, not from a flowchart.
Expansion plays
Which use cases unlock seat growth, which features cross departments, what each customer's internal champion needs to make the case.
Real questions, with cited answers.
“Our gross retention is up 4 points year over year. Most of that is the handful of accounts we used to lose during CSM turnover.”
Reads from where your team already works.
Bring memory to Customer Success.
Pilot with a single team in under a week. White-glove onboarding included on Business and Enterprise plans.