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Mango CS
Mango CS
Walkthrough
Apps & Agents Directory
Mango CS

Mango CS

Customer success + renewals + expansion — the post-close motion for the revenue stack.

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Overview Highlights Capabilities Use cases Resources FAQ

Overview

Most customer-success tools sync with your CRM on a schedule and hope the copy matches. Inside OneMango, Mango CS works on the same account record your sales side closes the deal on: the moment a proposal is marked won, the account opens pre-linked to the proposal and the billing record, prompting the AE to hand off promised outcomes, the champion, and pain points before a CSM asks.

That shared spine carries through the app. The health score blends product usage, CSM engagement, support load, contact sentiment, and contract timing — not a vendor black box. A renewal quote generates as the same proposal type used at first sale, running through that contract and e-sign flow instead of a separate quoting tool.

Success Plans carry that same honesty outward: the CSM marks which goals and outcomes the customer may see, and one shared slice serves both the in-app portal and the cross-deployment API, so the two can never drift apart.

The Ask AI agent answers questions — at-risk accounts, renewals, pending handoffs — and links you to the account page, where Generate Briefing and the Success Plan AI draft live. It logs a call or note you describe once you confirm it; owners, stage and the at-risk flag stay a CSM's to change.

Highlights

Manage one shared customer record across the full revenue stack — Mango CS opens the Crm::Account the moment a proposal is marked won, and the sales and success sides share it from there.
Enforce an AE→CSM handoff checklist at closed-won so no account reaches customer success cold.
Run the renewal pipeline over your installed base with staged reminders and one-click uplift quotes.
Score account health daily across usage, engagement, sentiment, and contract risk — and auto-flag accounts at risk.
Author Success Plans with measurable outcomes that auto-track from health snapshots, engagement, or an MCP integration.
Ask the CS agent "which accounts renew this quarter?" or "who is at risk?" and prep any call with an AI briefing.

Capabilities

Unified Customer Account (360°)
  • Shared Crm::Account record — the single customer record pre- and post-close, opened when a proposal is marked won
  • Lifecycle stages: prospect → onboarding → active → renewal → expanding → churned, plus a separate At Risk flag
  • Contacts with champion / economic-buyer / detractor role flags
  • Cross-account contacts directory with CSV export
  • Account 360 view composing CS health with Mango Signal actions (workspace-wide, not per account)
  • Custom fields for accounts and contacts
Handoff & Onboarding
  • AE→CSM handoff checklist that can't be marked complete until its required fields are filled
  • Captured context: promised outcomes, champion, pain points, implementation scope, special terms
  • Implementation Projects with milestones, stages, and health flags
  • Per-project milestone items, documents, and onboarding-form assignments
  • Welcome, go-live, and feedback-request email triggers on the project
  • Customer-facing implementation portal — one switch for all projects; a customer sees a project once their workspace accepts the link
Renewal Pipeline & Quoting
  • Renewal windows over the installed base (subscription end date or CSM-curated renewal date)
  • Stage buckets: On Track / At Risk / Expanding / Churning
  • Configurable reminder cadence, emailing the account's CSM and AE at each notice threshold
  • One-click renewal proposal generation with a configurable uplift %
  • Renewal quote flows through the proposal → contract → e-sign pipeline
  • Renewal pipeline CSV export
Health Score & At-Risk Signals
  • Composite 0–100 health score, snapshotted daily per account
  • Weighted components: product usage, CSM engagement, sentiment, contract risk
  • Sentiment from real survey NPS/CSAT responses when the Surveys app is on
  • Auto-flag accounts At Risk at or below a configurable health threshold
  • Health trend chart on the account detail page
Success Plans (Goals & Outcomes)
  • Account Success Plans with nested goals and measurable outcomes
  • Auto-tracked outcomes pulled from health snapshots, linked-tenant engagement, or an MCP integration
  • Manual and push-API outcome measurement entry
  • AI-drafted plan structure (goals + outcomes) for CSM review before saving
  • On-track / off-track roll-up per plan and across the portfolio
  • Share a plan's customer-visible slice to the customer portal
Advocacy — References & Reviews
  • Reference finder: filter willing/consented contacts by industry, size, health, and topic
  • Reference-call logging with fatigue tracking and an optional charity-donation incentive
  • Review-request tracking to G2, Gartner Peer Insights, TrustRadius, or any review site you add
  • Delight-triggered candidate lists (healthy-account champions not asked recently)
  • Per-site review velocity readout
AI Assist, Expansion, Workload & Analytics
  • Ask AI agent: at-risk accounts, renewal pipeline, pending handoffs, expansion candidates, account health
  • AI customer briefing generator for call prep
  • Expansion candidate detection: healthy near-renewal accounts plus dormant champions
  • Team Workload — cross-CSM Load Index with configurable capacity baselines and account reassignment
  • Analytics: health distribution, churn rate, current-book ARR, stage and pipeline distribution
Limits & Specs
  • Renewal reminder cadence: 60 and 14 days before renewal by default, emailed to the account's CSM and AE (configurable)
  • Default renewal uplift: 5% (configurable per tenant or per quote)
  • Health score weights: Usage 30% · CSM engagement 10% · Support 15% · Sentiment 15% · Contract / renewal 30% (configurable)
  • Renewal / analytics windows: 30 / 60 / 90 days (analytics also 180 / 365)
  • Reference & review fatigue: 90-day window by default (configurable)
  • Availability: License required (per-tenant opt-in — contact sales)
  • Pricing: License required (per-tenant opt-in)

Use cases

CSM starts the week
The CSM opens Mango CS on Monday and the dashboard leads with the accounts at risk this quarter and the renewals due in the next 60 days. They click into the at-risk list and read each account's health-score component breakdown, ask the AI agent what is driving Acme's score right now — usage, engagement, sentiment, contract risk, with the raw inputs behind each — and generate a call briefing before the check-in.
AE closes a deal
A proposal is marked won. The shared account record moves post-close and a handoff checklist opens in pending state for the AE to complete. Once it is done the CSM picks the account up with full context — promised outcomes, champion, scope, special terms — and the CSM starts an Implementation Project from the account so onboarding begins with milestones and a customer portal.
Renewal approaches
A subscription reaches 60 days from renewal and the account surfaces in the pipeline in its On Track, At Risk, Expanding or Churning bucket, with a reminder email to the account's CSM and AE at the configured threshold. Generating the renewal proposal creates a Billing::Proposal with the configured uplift, ready to send — running through the same proposal, contract and e-sign flow the AE used at first sale rather than a separate quoting tool.
Building a Success Plan
For a newly live account the CSM drafts a plan with AI, reviews the proposed goals and measurable outcomes, then edits and accepts them. Some outcomes are marked auto-tracked from health snapshots, the customer's own engagement, or an MCP integration, so the on-track roll-up updates as measurements arrive nightly — and the customer-visible slice of the plan is shared to the customer portal.
Finding a reference mid-deal
Sales needs a reference for an active deal, so the CSM opens the reference finder filtered by industry, company size, health and topic. It shows only willing, consented references — healthiest first, least-recently-called first, so the load spreads. Logging the completed call bumps the fatigue counters and can trigger a charity-donation incentive, and delight-triggered candidate lists later prompt review requests to happy champions on G2, TrustRadius, or whichever review site you track.

FAQ

The sales side owns the pre-close motion — proposals and contracts. Mango CS owns everything after close — onboarding, adoption, renewals, expansion, and advocacy. They share the same Crm::Account record so the handoff is clean and the customer history is continuous.

No. Mango CS can manage customers from any source. Marking a proposal won adds the AE→CSM handoff workflow and opens the account for you, but it is not required. Some agent tools (contracts, meeting notes, combined renewal-risk) light up only when the Contracts or AI Notepad apps are also enabled — the combined renewal-risk tool additionally needs Success Plans turned on inside Mango CS.

A composite 0–100 score from weighted components — product usage, CSM engagement, sentiment, and contract risk — each with a weight you can adjust in Settings; a component with no data for an account is skipped and the rest renormalize. Sentiment comes from real NPS/CSAT survey responses when the Surveys app is present; the rest compute from usage activity and renewal proximity. The score is snapshotted daily, and you can auto-flag accounts At Risk at or below a configurable threshold.

Mango CS reuses the proposal pipeline. 'Generate Renewal Proposal' creates a new Billing::Proposal in draft with your configured uplift applied and the customer's billing details copied over. The CSM then runs it through the same edit → send → contract → e-sign flow the AE used at first sale — one contract pipeline, two entry points.

A Success Plan captures an account's goals and their measurable outcomes. Outcomes can be entered by hand, pushed in via API, or auto-tracked — pulled nightly from the account's health snapshots, the linked customer tenant's engagement, or an external MCP integration you configure and test in-app. You can AI-draft the whole plan for review, and share a customer-visible slice to the customer portal.

Yes. The reference finder lists willing, consented contacts filterable by industry, company size, account health, and topic — healthiest first, least-recently-called first. You log completed reference calls (with fatigue tracking and an optional charity-donation incentive). The reviews surface tracks review requests to G2, Gartner Peer Insights and TrustRadius — plus any other review site you add in Settings, so an analyst report like Clearbox or a vertical review site needs no code change — and surfaces delight-triggered candidates — happy champions you haven't asked recently.

No. The Ask AI agent does not change account records — it answers questions about at-risk accounts, the renewal pipeline, pending handoffs, expansion candidates, and account health, and, after you confirm, it can share a link to an account or an activity, or send the customer a Success Center message, invitation or call recap. The AI call briefing is a button on the account page. State changes such as assigning a CSM, completing a handoff, or sending a renewal proposal happen in the app surface, not from chat.

The analytics tab reports health distribution, churn count and rate, current-book ARR, and account/renewal stage distribution. Net and gross revenue retention (NRR/GRR) and time-to-renewal are intentionally left out for now — computing them point-in-time without historical MRR snapshots produces misleading numbers, so we omit them rather than mislead.

Mango CS requires a license and is opt-in per tenant — the license comes through your MangoApps account team, and an administrator then enables it from the Apps Marketplace.

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