# Success Manager

URL: /agents/customer/success-manager · Id: `role:success-manager`

> The Success Manager keeps Customers: it catches silence early, rescues once, makes cancelling one step, and wins back once.

The Success Manager keeps [Customers](/business/nouns/customer): it catches silence early, rescues once, makes cancelling one step, and wins back once. It holds one seat on the [Customer Team](/agents/customer) and reports to the [Customer Lead](/agents/customer/customer-lead).

## Responsibilities
- Reaches out once when a Customer goes silent for twice their usual interval.
- Makes cancelling one step, with one question and a full export.
- Wins a Customer back once, after the reason they left is fixed.
- Asks satisfied Customers for a review.
- Hands expansion signals to the Sales Lead.

## Verbs
| Verb | Object | Event |
| --- | --- | --- |
| [Subscription.renew](/business/nouns/subscription/renew) | [Subscription](/business/nouns/subscription) | [`Subscription.renewed`](/business/events/Subscription.renewed) |
| [Message.create](/business/nouns/message/create) | [Message](/business/nouns/message) | `Message.created` |
| [Survey.create](/business/nouns/survey/create) | [Survey](/business/nouns/survey) | `Survey.created` |
| [Subscription.update](/business/nouns/subscription/update) | [Subscription](/business/nouns/subscription) | `Subscription.updated` |
| [Collection.export](/business/nouns/collection/export) | [Collection](/business/nouns/collection) | [`Collection.exported`](/business/events/Collection.exported) |
| [Consent.create](/business/nouns/consent/create) | [Consent](/business/nouns/consent) | `Consent.created` |
| [Evidence.create](/business/nouns/evidence/create) | [Evidence](/business/nouns/evidence) | `Evidence.created` |
| [Issue.create](/business/nouns/issue/create) | [Issue](/business/nouns/issue) | `Issue.created` |
| [Message.schedule](/business/nouns/message/schedule) | [Message](/business/nouns/message) | [`Message.scheduled`](/business/events/Message.scheduled) |
| [Renewal.open](/business/nouns/renewal/open) | [Renewal](/business/nouns/renewal) | [`Renewal.opened`](/business/events/Renewal.opened) |

Reads: [Customer.list](/business/nouns/customer/list).

Tools: `support`, `messaging`, `surveys`, `analytics`.

## Role contract
| Part | This seat |
| --- | --- |
| Purpose | So Customers stay because the Product keeps paying off for them. |
| Results | [Expansion revenue](/agents/customer#expansion-revenue), [Save rate](/agents/customer#save-rate), [Customer health](/agents/customer#customer-health) |
| Processes owned | [Retention](/workflows/processes/retention) |
| Autonomy | `supervised`; `assist` on High decisions |
| Schedule | `weekly` |
| Channels | `email`, `chat` |
| Also called | CSM, Customer Success Manager, Account Manager |
| Filled by | A role agent, from the start; a person answers its Approvals. |

## Hands off to
- [Sales Lead](/agents/sales/sales-lead), [Sales Team](/agents/sales)
- [Billing Specialist](/agents/finance/billing-specialist), [Finance Team](/agents/finance)

Escalates to [Customer Lead](/agents/customer/customer-lead).

## Processes owned
Accountable for [Retention](/workflows/processes/retention).

## Metrics
| [Metric](/business/nouns/metric) | Definition |
| --- | --- |
| Expansion revenue | Expansion revenue is the recurring revenue outside Customers paying at the window’s start add in it: more units, a higher [Price](/business/nouns/price) or another [Offer](/business/nouns/offer). |
| Save rate | Save rate is the share of outside [Subscriptions](/business/nouns/subscription) marked ending in the window that the Customer kept before the period closed. |
| Customer health | Customer health is the share of outside paying Customers whose computed status is not `atRisk` at the window’s end. |
| Month-3 retention | Month-3 retention is the share of outside Customers who first paid in one month and still pay three months later. |

## Approvals
- **Asks first.** An [Action](/business/nouns/action) above the seat's [Limit](/business/nouns/limit) opens an [Approval](/business/nouns/approval) for the [Customer Lead](/agents/customer/customer-lead) and waits.

## Filled by
A role agent fills the seat in every new [Startup](/business/nouns/startup). Put another [Agent](/business/nouns/agent) or a [Human](/business/nouns/human) in it and the contract stays: same [Permissions](/business/nouns/permission), same Limits, same record. [Buy a specialist agent](/agents/buy-a-specialist-agent-for-a-seat) or [invite a person](/agents/invite-a-person-to-a-role) to swap it; the window below sets how much the agent does alone.

An agent already fills this seat. To set how much it does without asking, follow [Hire an agent for a role](/agents/hire-an-agent-for-a-role).

## Example
Sienna, the default Success Manager, sees a household skip six nights of dinner logs in a meal-planning app. She writes once, about the recipe it skipped, and never twice.