Mango CS

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

MangoApps

Overview

Mango CS is the installed-base side of the revenue stack. Accounts handed off from Mango GTM at closed-won flow through onboarding (Implementation Projects), adoption, renewal, and expansion in one app. Renewal pipeline over the installed base, expansion plays triggered by product usage signals, composite customer health score, and an Ask AI agent tuned for the CS team. Built on the shared Crm::Account model so Mango GTM and Mango CS stay in sync on the same customer record pre- and post-close.

Productivity Utility

Highlights

Unified account view — demo request, proposal, signed contract, active subscription on one page.

AE→CSM handoff checklist enforced at closed-won so no account reaches CS cold.

Renewal pipeline over the installed base — 90/60/30-day windows with uplift-aware renewal quote generation.

Expansion plays triggered by product usage signals, reusing the Mango GTM play engine.

Composite health score with daily snapshots over usage, support, sentiment, and contract risk.

Implementation Projects for structured onboarding, ported from the sysadmin Implementation Hub.

Ask AI agent for the CS team — answers "which accounts renew this quarter?" and "who is at risk?".

Capabilities

Shared CRM Account Model

Crm::Account record is the single source of truth, shared with Mango GTM
Links to originating DemoRequest + closing Billing::Proposal + active subscriptions
Account lifecycle stages: prospect → onboarding → active → renewal → expanding / at_risk / churned
Contacts (with champion / economic-buyer / detractor flags)
Unified activity timeline — emails, calls, meetings, notes, system events

Handoff & Onboarding

Handoff checklist required before account enters CS queue
Captured context: promised outcomes, champion, pain points, implementation scope, special terms
Implementation Projects with milestones, stages, health flags
Welcome email automation on handoff complete
Go-live and feedback request mailer triggers

Renewal Pipeline

90 / 60 / 30-day renewal windows over BundleSubscription
Stage buckets: On Track / At Risk / Expanding / Churning
Auto-generated renewal Order Form with configurable uplift %
Reuses Mango GTM Proposal → Contracts::Document generation pipeline
Scheduled reminder job writes contracts_activities#renewal_reminder_sent
CSM email alert cadence configurable per notice threshold

Expansion & Health

Expansion plays enrolled against Crm::Account using the Mango GTM play engine
Trigger sources: seat utilization, module activation, AI credit burn, usage deltas
Composite health score (0–100) persisted daily per account
Component breakdown: usage, support, sentiment, contract risk
Health trend chart on account detail page

AI Agent & Analytics

MangoCsAgent answers natural-language questions via Ask AI
Tools: search accounts, get health, list renewals due, list at-risk
Analytics: NRR, GRR, churn, time-to-renewal, health distribution
CSV export of account book and renewal pipeline

Use cases

CSM starts the week

AE closes a deal in Mango GTM

Renewal approaches

FAQ

Mango GTM owns the pre-close motion — prospecting, demos, proposals, contracts. Mango CS owns everything after close — onboarding, adoption, renewals, expansion. They share the Crm::Account record so the handoff is clean.

No. Mango CS can manage customers imported from any source. Mango GTM integration adds the handoff workflow and demo-request → account bridge, but is not required.

Implementation Projects moved from the sysadmin Implementation Hub into Mango CS as the onboarding module. Existing projects are preserved; the UI is rep-facing instead of admin-facing.

Mango CS reuses the Mango GTM proposal pipeline — it creates a new Billing::Proposal with uplift applied, runs it through the same Order Form PDF generator, and hands off to the native Mango e-sign flow. One contract pipeline, two entry points.

A composite of product usage, support ticket signals, NPS/CSAT if available, contract risk from Contracts::RenewalRiskService, and Mango IQ reference signals. Weighted config is adjustable per business.