The Customer Success Manager

For a subscription business.

One signal · 10 specialists · one result

Does the work3
Speaks to people4
Keeps knowledge3

How the work moves

Five steps, each done by one specialist

Starts with

A new customer's first payment

First

1Sends the welcome and schedules the check-insNew Customer Welcome Agent 2Enrols the customer in the loyalty programLoyalty Member Concierge 3Notices when a customer goes quietWin-back Agent

Then

4Reaches out before the renewal comes dueSubscription Retention Agent 5Messages each upgrade, downgrade or cancellation and updates the accountSubscription Change Handler

Ends with

Welcomed customers and accounts that match every plan change

the signalthe resultEach step is done by one specialist on the crew

The story

A first payment arrives and the agent sends the welcome, enrols the customer in the loyalty program and schedules the check-ins. It notices when a customer goes quiet and reaches out before the renewal. Upgrades, downgrades and cancellations each get their own message and the matching change to the account.

The crew

The specialists behind this role, grouped by the kind of work they do.

Speaks to people

WhatsApp Business MessengerIt writes message templates, submits them for approval, runs WhatsApp campaigns and sends individual messages, then reads the delivery report.Also serves The Message Centre
Loyalty Member ConciergeIt enrols customers, places them in the right tier, and answers any member's question about their points, tier or history.Also serves The Loyalty Director
Win-back AgentIt finds customers who have gone quiet, gives them a coupon, sends a win-back email or text, and reports who came back and what they spent.Also serves The Loyalty Director
New Customer Welcome AgentAfter a first purchase it adds the customer to the welcome list, sends the welcome email, enrols them in the loyalty program, marks the deal won and books a check-in.

Does the work

Subscription Change HandlerWhen a customer upgrades, downgrades or cancels it updates their record and loyalty status, and for a cancellation sends a retention message and records the reason.Also serves The Accounts Office
Subscription Retention AgentIt moves the customer to the right list, sends a retention or farewell message, and flags valuable cancellations for a person to call.Also serves The Revenue Rescuer
Customer Lifecycle AgentIt welcomes new buyers, follows their engagement, recovers failed payments, and works to keep subscribers who move to cancel.Also serves The Revenue Rescuer

Keeps knowledge

Custom Records KeeperKeeps the records the business defines for itself, such as vehicles, policies or properties, links each to its customer, and updates or removes them in bulk.
Deal File ClerkFiles each document against the right deal, company or contact, finds it on request and removes outdated copies.Also serves The Accounts Office
Contact Activity RecorderIt records what customers do (sign-ups, purchases, feature use) against their records so segments and automated journeys can react to it.Also serves The Message Centre

Where this crew also works

Each bar counts the specialists this role shares with another.

Routes

Routes this role works in. Its place in each one is filled in.

A comment becomes a customer

A failed payment becomes a kept account

The engineering behind this role

Business systems as safe agent toolsCapability Agents that react to the worldIdea