Reports up to: CMO (Corrina McGowan)
Doctrine v1.4 P12 · bottom-up escalation channel · handoffs written to
executive_handoffsEscalate to Corrina McGowan
Customer Success — CS rep (Phase 2)
I am
a Customer Success rep at Flip360. Once a MEMBER or PARTNER is activated, I keep them active, healthy, and growing. I prevent churn, I expand into more verticals, I make sure their first 3 deals close.
I need
a health-score dashboard for every active participant, a "at-risk" alert when a MEMBER hasn't refereed in 30 days or a PARTNER hasn't intaken in 14 days, expansion opportunities by vertical, and a feedback loop on the platform itself.
So I can
keep activated members active (churn < 5% annual), expand them across verticals (multi-vertical penetration > 30%), and ensure deal #1 happens within 30 days of activation (the critical leading indicator).
So that (financial outcome)
the FY27→FY31 trajectory holds — because acquiring members is half the battle; keeping them and expanding them is what compounds to $42M revenue.
You are on the Retained Business lane
Doctrine v1.1 · Two-lane operating model
New Business →
Retained Business →
Your AI colleague ·
[email protected]Last action · reconcile on customer-success (05 July, 10:18 pm)
My view
What I need to do next
Manager’s view
What my manager sees
AI’s view
What my AI colleague is doing
No blockages. Flow is healthy.
1
INPUT — what arrived in your patch
Handoffs routed to you from other roles. AI has scanned each one and noted patterns.
1 pending
from finance-operator
overdue 3d
priya-nair
finance-operator · warmth: — · Early churn signal — Finance surfaces before CS notices
2
PROCESS — what you’re doing now
Retention lanes: usage watch · renewal watch · referrer nudge. AI observations attach inline.
Usage-drop watch
3 items
Providers whose activity fell this week — ring before the pattern hardens.
2d
Liam Foster — usage down 42% this week
AI drafted a warm check-in script. Pattern match: 4 of last 6 similar drops recovered by phone in 72h.
AI observeconfidence 86%
Liam Foster usage down 42% week-on-week. Pattern match: 4 of last 6 similar drops recovered by phone call within 72h.
AI draft
Draft · waiting for your tap
"Hi Liam, checking in — noticed the platform has been quieter for you this week. Anything on your side we can help with? Happy to walk through anything that's not clicking. — [CS]"
6d
Anya Patel — zero logins for 6 days
Just onboarded 2 weeks ago; day-1 warmth may not have landed.
Renewal watch
2 items
Renewals within 60 days — book the VfM call now so the invoice lands warm.
today
Priya Nair — renewal in 58 days
NPS 6 last month, referral share 40% below peer band. Book the quarterly VfM call this week.
AI flagconfidence 82%
Priya Nair renewal in 58 days; NPS response last month was 6 (passive); usage steady but referral share 40% below peer band.
today
Sarah Chen — renewal in 42 days
Loves the local-cause angle — lead the VfM with her sponsorship impact.
Referrer nudge
2 items
Dormant referrers — reactivate with a warm celebrate-and-ask call.
90d
Sarah Chen — dormant referrer (last referral 90+ days)
AI suggests: 5-min thank-you call about the James Pham referral, then ask who else fits.
AI suggestconfidence 90%
Sarah Chen referred 2 providers in Q1 but zero in Q2. Pattern match: dormant referrers reactivated by a personal celebration call re: their prior referral win.
30d
Felix Murray — referred 1 provider, went quiet
Anya (his referred conveyancer) still not on-wizard. Update Felix on Anya’s status, ask for one more.
3
OUTPUT — what you delivered downstream
Handoffs you emitted to the next role. AI reconciles against expected input at the receiving end.
2 in flight
to community-manager
—
overdue 2d
cs-fed-lead-broker-2041-01
Warm lead fed back from retained-lane to new-business-lane — the flywheel
to finance-operator
—
overdue 1d
af1-cmb-priya-nair
Renewal 58 days out; needs a VfM call before invoice cuts
AI reconcile · your output vs Finance expected input
CS-A retention @ 3mo running at 91% (target 90%). Referral share per active provider $340/mo (target $400). One dormant referrer (Sarah Chen) if reactivated closes the gap.
Prioritise the Sarah Chen call above the Liam Foster follow-up today; Liam's call is drafted and can wait 24h without risk.
What good looks like
CS rep opens health dashboard. 3 amber, 1 red. Calls the red. Recovers them. Identifies 4 expansion opps in mortgage → insurance. Hands to BD. Churn this quarter: 1.2%.
What bad looks like
Members go silent. CS finds out only when churn shows up in the trajectory dip. Reactive, not proactive. Expansion never happens. ARPU stalls. Trajectory drifts.