Mango CS FAQ
Answers to common setup and operating questions about Mango CS.
For what the app is and how to set it up from scratch, see the
Mango CS Overview.
Setup
Do I need Mango GTM to use Mango CS?
No. Mango CS can manage customer accounts from any source. The Mango GTM integration adds the AE-to-CSM handoff workflow and a shared account record, but it is not required. Some agent tools — contracts, meeting notes, and combined renewal-risk — only appear when the Contracts or AI Notepad apps are also enabled.
What do I need to configure before Mango CS starts working?
Enable the app from the Apps Marketplace — that is the only hard prerequisite. Every feature (accounts, renewals, health score, success plans, implementation projects, references, reviews) defaults to on except Team Workload and auto at-risk flagging, which are off until you turn them on in Settings. Review tracking also needs you to paste your G2, Gartner Peer Insights, or TrustRadius submission links in Settings before those platforms appear.
What happens when an AE marks a deal as won in Mango GTM?
The account opens on the Mango CS side in Onboarding stage and a handoff checklist is created in Pending state. The AE is prompted to fill in promised outcomes, champion, pain points, implementation scope, and special terms. Until the AE marks the checklist complete, the account stays in the pending-handoff queue visible to CSMs.
Permissions and access
Who is a Mango CS admin, and what extra capabilities do they get?
A Mango CS admin is anyone with the app-specific admin role for Mango CS, or any super admin. Admins can access Settings, Analytics, and Team Workload. They can also manage custom fields and contact roles, delete implementation projects, toggle the customer portal, delete other users’ Team Activity comments, import accounts with update capability, and view any CSM’s book on the dashboard.
Why can’t I edit an account I can see?
Any Mango CS user can view all accounts, but only the assigned AE or CSM on an account — or a Mango CS admin — can edit it. The same ownership rule applies to editing contacts, billing profiles, and tech stack items on that account. If you need to edit an account you are not assigned to, ask an admin to reassign it or make the change for you.
Day-to-day
What drives the health score, and how often is it updated?
The health score is a composite 0–100 value from four weighted components: product usage (35%), support-ticket load (15%), contact sentiment (15%), and contract/renewal risk (35%). Sentiment prefers real NPS or CSAT survey responses when the Surveys app is enabled; otherwise it uses the ratio of champion to detractor contacts. The score is recalculated and saved once per day for every non-churned account.
How does the auto at-risk flag work?
Auto at-risk flagging is off by default. When you turn it on in Settings and set a threshold (default 30), any account in Active, Renewal, or Expanding stage whose health score falls to or below that threshold is automatically flagged At Risk during the nightly update. The flag is one-directional — a recovering score does not auto-clear it. The assigned CSM receives an in-app notification (marked urgent) when an account is newly flagged.
How does the renewal pipeline classify accounts?
Every account with a subscription renewing in the next 90 days (configurable) or with a CSM-curated renewal date in that window appears in the pipeline. Accounts are classified into four stages in priority order: Churning (cancelled or pending cancellation), At Risk (past-due payment, flagged at risk, or health score below 50), Expanding (stage set to Expanding), or On Track (everything else).
How are renewal reminders sent?
A daily job checks for subscriptions whose renewal date falls exactly on a configured reminder threshold. The default thresholds are 90, 60, 30, and 14 days before renewal. Each matching threshold sends an email and an in-app notification to the assigned CSM. Reminders at 14 days or fewer are marked urgent. Each reminder fires only once per subscription per threshold per renewal period.
How does a renewal proposal get generated?
Click Generate Renewal Proposal on a renewal entry. Mango CS creates a draft proposal with the configured uplift applied (default 5%). The quote basis is the current subscription rate if one exists, then the linked contract value, then the account’s annual contract value as a fallback. The proposal is valid for 30 days and runs through the same proposal-to-contract-to-e-sign flow used at first sale.
What are the outcome tracking modes in a Success Plan?
A Success Plan captures an account’s goals with measurable outcomes. Each outcome uses one of five tracking modes: Manual (you enter measurements by hand), Built-in (reads from the account’s health score components — overall, usage, support, sentiment, or contract risk), Engagement (reads from the customer tenant’s workspace — post view rate, message read rate, or weekly active users), API (external systems push values using the outcome’s auto-generated key), or Integration (pulls from a configured MCP connector). Non-manual outcomes sync automatically once per day.
Can the AI agent take actions on my accounts?
No. The Ask AI agent is read-only. It answers questions about at-risk accounts, the renewal pipeline, pending handoffs, expansion candidates, and account health. It can also generate a call briefing. All state changes — assigning a CSM, completing a handoff, sending a renewal proposal — happen in the app, not from chat.
When something looks wrong
Why hasn’t my health score changed even though I just logged an activity?
The health score updates once per day in a nightly batch, not on every activity. An activity you log today will be reflected in tomorrow’s score. The usage component gives full credit for any activity within the last 7 days, so a single recent activity already maximises that signal — the delay is in the snapshot, not the calculation.
I turned on auto at-risk flagging — why aren’t any accounts getting flagged?
Three things to check. First, verify the threshold in Settings — it defaults to 30, and only accounts scoring at or below that value are flagged. Second, auto-flagging only applies to accounts in Active, Renewal, or Expanding stage; accounts in Prospect, Onboarding, or Churned stage are excluded. Third, an account that is already marked At Risk will not be flagged again.
Why can’t I generate a renewal proposal for this account?
Proposal generation requires at least one of: an active subscription on the account, a linked contract with a value, or an annual contract value entered on the account record. If none of these exist, there is no quote basis to apply the uplift to. The account also needs a billing contact. If Mango GTM is not enabled, the proposal pipeline is unavailable entirely.
References, reviews, and expansion
How do reference tracking and the fatigue window work?
The reference finder lists contacts who are marked willing to provide a reference and have given consent. Results are sorted healthiest account first, then least-recently-called first to spread the load. When you log a reference call, the contact’s call count and last-called date are updated. A fatigue warning appears if the contact was called within the fatigue window (default 90 days, configurable in Settings). Logging a call can also create a follow-up task for the CSM with a charity donation reminder, if you have configured a reference incentive amount.
Which review platforms are supported?
Three: G2, Gartner Peer Insights, and TrustRadius. Each platform only appears once you paste its submission link in Settings. Gartner Peer Insights does not allow vendor-offered incentives — the app enforces this. G2 and TrustRadius do. Review requests to the same contact respect the review fatigue window (default 90 days, configurable separately from reference fatigue).
How does expansion candidate detection work?
Two signals, either of which qualifies an account. First: a healthy account (health score 75 or above) with a subscription renewing in 30–90 days — near-renewal and doing well. Second: an account with at least one champion contact but no logged activity in the last 30 days — a dormant champion worth re-engaging. The Expansion feature toggle must be on in Settings.
Team Workload
What does the Load Index measure, and what counts as Overloaded?
The Load Index is a weighted composite of six signals: revenue under management, active accounts, at-risk accounts, renewals in the next 90 days, open tasks, and active onboarding projects. Each signal is measured against a capacity baseline — for example, the default active-accounts baseline is 40 per CSM. A Load Index of 1.0 means the CSM is at exactly 100% of capacity. The four bands are Headroom (below 0.70), Balanced (0.70–0.99), Stretched (1.00–1.29), and Overloaded (1.30 or above). When a CSM newly crosses into Overloaded, app admins receive a notification. Team Workload is off by default and visible only to admins.
Licensing and limits
Does Mango CS require a license?
Yes. Mango CS requires a license and is opt-in per tenant. The license is granted through your MangoApps account team, and an administrator then enables the app from the Apps Marketplace.
What are the limits and defaults I should know about?
| Item | Default | Range or cap |
|---|---|---|
| Health score | 0–100 composite | Updated daily; returns 50 when no component data exists |
| Health score weights | Usage 35%, Support 15%, Sentiment 15%, Contract risk 35% | Not configurable |
| Auto at-risk threshold | 30 | 0–100 (configurable) |
| Renewal reminder cadence | 90, 60, 30, 14 days | Configurable (comma-separated) |
| Default renewal uplift | 5% | Configurable per tenant or per quote |
| Reference fatigue window | 90 days | Configurable |
| Review fatigue window | 90 days | Configurable (separate from reference) |
| Reference incentive amount | $250 | Configurable; blank disables it |
| CSM capacity range | 100% default | 1–200% per CSM |
| Workload — Overloaded threshold | Load Index 1.30 | Fixed |
| Account name | — | Max 255 characters, unique per tenant |
| Handoff checklist text fields | — | Max 5,000 characters each |
| Success Plan outcomes target value | — | Decimal with 4 decimal places |
| AI-drafted plan | — | Up to 4 goals, each with up to 3 outcomes |
| Tech stack file attachment | — | Max 25 MB per file |
| Analytics windows | 30, 60, 90 days | Also 180 and 365 for some metrics |
More help
- Mango CS Overview
- Ask AI — the assistant answers Mango CS questions from these articles.