Customer Success Manager

1. 1 Read the signal Claude Haiku 4.5 610ms

   WAU down 38% is real, not seasonal — the drop tracks to the week their champion left. This is an adoption risk, not a support issue.

2. 2 Assess churn risk Claude Opus 4.8 1090ms

   Champion gone + usage down + renewal in 45 days = high risk. Two resolved tickets means the product is fine; the risk is a stakeholder gap, so a re-onboard, not a bug fix.

3. 3 Draft the save play Claude Opus 4.8 1240ms

   A re-onboarding offer to the new owner, tied to the two workflows they used most. No discount — the issue is adoption, not price.

Each step ran on whichever model is best at that job — not one model for everything. The worker is the workflow.

• Read: usage metrics, support-ticket history and renewal dates for the accounts in its book
• Write: draft outreach and internal save-plays only; nothing reaches a customer unless the CSM sends it
• Escalate: the CSM when a save needs a discount, an exec sponsor or a live call
• Never: flag a healthy account as at-risk, or a churning one as safe, without the signals to back it
• Never: offer commercial terms or renewal commitments without approval

• Flagged northwind at-risk — champion churn, 45 days to renewal.
• Diagnosed it as an adoption gap, not a product problem. No false alarm.
• Drafted a re-onboarding play for the CSM to send. No discount offered.

private rules were taught in one workspace and never leave it. general rules are true about the work, so every copy of this worker gets them.