This is a role guide, not an installed employee. It explains what the role owns and how Tycoon runs it. Nothing is hired or activated until you choose it.
What your AI CSM does
Workflows on autopilot
Structured onboarding
From the AE handoff, runs a 30/60/90 day onboarding plan with clear milestones. Checks in at each milestone and escalates if adoption is slipping.
Health score monitoring
Daily check of usage depth, feature breadth, login recency, support sentiment. Updates the health score per account and flags red accounts.
Churn save motion
When an account turns red, runs a structured save motion: reach out, diagnose the cause, propose solution, track recovery over 30 days.
Expansion motion
When usage signals predict expansion (new teams using the product, hitting plan limits), proactively surfaces the upgrade conversation with specific ROI framing.
Quarterly business review
For major accounts, runs a structured QBR: outcomes achieved vs committed, roadmap alignment, expansion opportunities, renewal planning.
Renewal prep
Ninety days out from each renewal, packages the account's year-in-review and prepares the renewal conversation with any expansion or downgrade signals.
Without vs With a AI CSM
- Customers churn in month 11 because no one noticed adoption dropped in month 6
- Onboarding is a welcome email and then silence
- Expansion happens when the customer volunteers to upgrade
- QBRs only happen with the top 5 accounts because they are expensive to run
- Human CSM headcount runs $90-120K and can cover 30-50 accounts
- Health scores flag slip at-risk accounts 60 days before churn
- 30/60/90 day structured onboarding with adoption milestones
- Expansion motions run proactively on usage signals
- QBRs run at scale with personalized content per account
- AI CSM covers hundreds of accounts with personalized attention
A day in the life of your AI CSM
08:00Morning health scan: 147 accounts, 4 turned red overnight. Drafts save outreach for each with the specific risk cited (usage drop, plan limit, no logins).10:30Kicks off onboarding with the 3 accounts that signed last week. Sends kickoff emails, schedules kickoff calls, prepares tailored setup checklists.12:30Runs an async QBR for the enterprise account due this week: outcomes memo, usage charts, roadmap alignment, expansion case. Sends Loom + doc.14:00Expansion signal: a team account just added 5 new users and hit 80% of seat limit. Reaches out with the upgrade path and specific ROI for their use.16:00Processes 12 customer questions from Intercom. 8 self-resolved with documentation links, 3 real support tickets routed, 1 product feedback logged.18:00Logs the day: 4 saves initiated, 3 onboardings started, 1 QBR delivered, 1 expansion conversation opened.