Mango CS
1. What it is
Mango CS is the post-close customer success platform. It gives CSMs a single surface for account health, renewals, onboarding, success planning, and customer advocacy — from the moment a deal closes through every renewal cycle.
- Enablement: Mango CS requires a license and is opt-in per tenant. An administrator enables it from Apps Marketplace.
- What it is not: Mango CS owns everything after close. The pre-close motion — prospecting, demos, proposals, contracts — lives in Mango GTM. The two apps share the same account record, but each owns its own lifecycle stage.
2. Standing it up
- Go to Apps → Mango CS → Settings.
- Review the capability toggles. Most features are on by default (Account management, Contacts directory, Handoff checklist, Renewals, Success Plans, Implementation Projects, References, Reviews). Two are off by default and must be turned on explicitly: Auto-flag accounts at risk and Team Workload.
- Create or import your first accounts. Go to Accounts and add accounts manually, or use Import to upload a CSV (up to 500 rows per import). Each account needs at least a name. Assign a CSM and an AE to each account so the dashboard and “My accounts” filters work.
- Define your contact roles. The app ships four built-in roles — Champion, Economic Buyer, Technical Buyer, and Detractor. You can rename them or add custom roles in Settings → Contact Roles.
- Set up your onboarding templates (optional). If you plan to use Implementation Projects, go to Plan Templates and create reusable milestone structures. When you create a new project, you can apply a template to pre-populate its milestones and checklist items.
- Configure the renewal cadence (optional). In Settings → Renewal Cadence, set the uplift percentage and the reminder schedule. The defaults — 5% uplift, reminders at 90, 60, 30, and 14 days — work for most teams.
- Confirm it worked. Open the Dashboard. You should see your accounts in the “My Book” view and any at-risk or upcoming-renewal tiles populated.
If Mango GTM is also enabled, the two apps share the same account record. When a deal closes in Mango GTM, the account opens in Mango CS with a handoff checklist already in pending state. The handoff cannot be marked complete until the AE fills in the three required fields.
3. How it fits together
Accounts and lifecycle stages — Every customer is a single account record. Accounts move through six stages: Prospect → Onboarding → Active → Renewal → Expanding → Churned. A separate At Risk flag can be set at any stage — it is not a stage itself, so an account can be both Active and At Risk at the same time.
Example: “Acme Corp” is in the Active stage with a health score of 38 and the At Risk flag set. It appears on the dashboard’s at-risk worklist and on the renewals pipeline if its renewal date is within the selected window — the two signals are independent.
Health score — A composite 0–100 score computed nightly from four weighted signals: product usage (35%), support-ticket load (15%), customer sentiment (15%), and contract risk (35%). When the Surveys app is enabled, sentiment comes from real NPS or CSAT responses; otherwise it falls back to the champion-to-detractor ratio among contacts. Accounts with no activity data receive a neutral score rather than zero. An admin can turn on Auto-flag accounts at risk to set the At Risk flag automatically below a configurable threshold (default 30).
Handoff checklist — A one-per-account checklist that captures what the AE promised, the customer’s pain points, the implementation scope, and any special terms. When Mango GTM is enabled, the checklist opens automatically when a deal closes. It cannot be marked complete until the three required fields — Promised Outcomes, Pain Points, and Implementation Scope — are filled in. On completion, the assigned CSM is notified.
Renewals and Mango GTM — The renewal pipeline shows every account renewing within a selectable window (30, 60, or 90 days). Renewal dates come from two sources: subscription billing data and CSM-curated dates on the account. Each entry is classified into one of four stages: On Track, At Risk, Expanding, or Churning. Renewal reminders go out to the CSM at a configurable cadence (default 90, 60, 30, and 14 days before renewal). If Mango GTM is enabled, a CSM can generate a renewal proposal with a configurable uplift (default 5%, clamped to 0–50%) that flows through the same proposal-to-contract pipeline the AE used at first sale.
Success Plans — An account-level plan with nested goals and measurable outcomes. Each account can have one active plan at a time. Outcomes can be tracked manually, pushed via API, or auto-tracked nightly from health snapshots, linked-tenant engagement, or an MCP integration you configure in-app. A CSM can draft the plan structure with AI — the draft proposes up to 4 goals with up to 3 outcomes each for review before saving. Plans can be archived but not deleted. A customer-visible slice of the plan can be shared to the customer portal.
Contacts and contact roles — Each account has its own contacts. Every contact carries one or more role tags — the four built-in roles are Champion, Economic Buyer, Technical Buyer, and Detractor — plus any custom roles your admin defines. Role tags matter beyond labels: the health score’s sentiment component reads the champion-to-detractor ratio, and the reference finder surfaces champions who have consented to references. A cross-account Contacts directory lists every contact in one place, with CSV export.
Team Activity — A cross-account feed of all account activity in reverse chronological order. A CSM reading their own accounts sees each account’s timeline; Team Activity shows what teammates are doing on other accounts. Teammates can react and comment on entries. The feed defaults to 30 days and filters to human-authored activities, excluding system events.
Implementation Projects — Onboarding projects with milestones, checklist items, documents, and customer-facing forms. Projects move through stages: Pipeline → Kickoff → Setup → Training → Testing → Go-Live → Live → Blocked → Closed. Each project has a health status (On Track, At Risk, Blocked, Completed). Admins can enable a customer-facing portal per project and send welcome, go-live, and feedback-request emails (rate-limited to one per hour per type). Reusable plan templates can be created and applied to new projects.
References and Reviews (advocacy) — Two related surfaces for customer advocacy. References tracks contacts who are willing and have consented to give reference calls. A reference is a logged call — not a separate record — and the contact’s fatigue counter prevents over-asking within a configurable window (default 90 days). Reviews tracks review requests to G2, Gartner Peer Insights, and TrustRadius. Both surfaces are delight-triggered: they surface candidates from accounts with strong health scores.
4. Running it
Reviewing your book
Open the Dashboard. The “My Book” view shows your assigned accounts with four tiles: total accounts, at-risk accounts, renewals within 90 days, and open tasks. Below the tiles, worklists show accounts needing attention — at-risk first (worst health score at the top), then upcoming renewals (soonest first). If the Tasks app is enabled, open tasks assigned to you also appear. If AI Notepad is enabled, recent meeting notes linked to your accounts are shown.
App admins can switch to another team member’s book or to All Accounts using the book selector. The selector groups team members by their owner role (CSM or AE).
Managing renewals
Go to Renewals. Choose a time window (30, 60, or 90 days). The pipeline groups accounts into stage tiles — On Track, At Risk, Expanding, Churning. Click Generate Renewal Proposal on an account to create a draft proposal with the configured uplift applied. The proposal opens in Mango GTM for editing and sending. Generating a proposal requires Mango GTM to be enabled — if it is not, the button is hidden and the action is blocked.
The entire pipeline can be exported to CSV. The Accounts filter bar (search, health, owner, firmographics) narrows both the table and the export together.
Working with Success Plans
Go to Success Plans. Create a plan for an account — each account can have one active plan at a time. Within a plan, add goals, then add measurable outcomes under each goal. Each outcome has a target value, a metric type (Percentage, Number, Currency, or Custom), and a direction (Higher is better or Lower is better).
To draft a plan with AI, click AI draft on the plan, optionally upload a source document (PDF, DOCX, TXT, or image), and review the proposed goals and outcomes before accepting. The AI proposes up to 4 goals with up to 3 outcomes each.
Outcomes can be auto-tracked: set the source to a health signal (e.g. usage score), linked-tenant engagement (e.g. weekly active users), or an external MCP integration. Auto-tracked outcomes sync nightly. On-track or off-track status is computed automatically by comparing the latest measurement to the target.
Running implementation projects
Go to Implementation. Create a project and link it to an account. Apply a plan template to populate milestones and checklist items. As the onboarding progresses, move the project through its stages and update its health status. Within each milestone, mark items complete, upload documents, and assign customer-facing forms. An admin can enable a customer portal for the project and send welcome or go-live emails.
The Portfolio view groups all active projects by stage for a Kanban-style overview.
Logging reference calls and review requests
Go to References to find reference-eligible contacts, filtered by industry, company size, account health, and topic. Contacts are sorted healthiest-first, least-recently-called-first to spread the load. Log a completed call from the drawer — this bumps the contact’s fatigue counter and optionally creates a follow-up task with the configured donation incentive.
Go to Reviews to see delight-triggered candidates — champions on accounts with a health score of 70 or above who haven’t been asked recently. The page tracks review requests to G2, Gartner Peer Insights, and TrustRadius, with a per-platform velocity readout for the last 90 days.
Managing team workload
Enable Team Workload in Settings. Go to Workload to see the Load Index for each CSM — a composite of six weighted signals (revenue under management, active accounts, at-risk accounts, renewals in 90 days, open tasks, and active onboarding projects), each measured against a configurable capacity baseline. From here, an admin can reassign accounts between CSMs or adjust per-CSM capacity (1–200%). Named workload profiles let you apply different baselines and weights to different roles. Workload snapshots are computed nightly; an admin can opt in to alerts when a CSM newly crosses into the Overloaded band.
Reviewing analytics
Go to Analytics (admin only). The page shows health distribution across the book, churn count and rate, current-book ARR, and account/renewal stage distribution. Choose a time window (30, 60, 90, 180, or 365 days). If Success Plans are enabled, a portfolio roll-up shows on-track percentage across all active plans, with a CSV export for QBR preparation.
5. Settings
| Setting | Where | Default | What it changes |
|---|---|---|---|
| Enable Mango CS | Settings | Off | Master switch for the app |
| Customer Success Agent | Settings → Capabilities | On | Enables the Ask AI agent for CS questions |
| Account management | Settings → Capabilities | On | Shows the Accounts tab and all account features |
| Contacts directory | Settings → Capabilities | On | Shows the cross-account Contacts tab |
| Team Activity feed | Settings → Capabilities | On | Shows the Team Activity tab (requires Account management) |
| AE → CSM handoff checklist | Settings → Capabilities | On | Enables the handoff checklist on each account |
| Renewal pipeline + reminders | Settings → Capabilities | On | Shows the Renewals tab and sends reminder emails |
| Expansion plays | Settings → Capabilities | On | Enables expansion candidate detection |
| Composite health score | Settings → Capabilities | On | Enables health scoring and the health column on accounts |
| Implementation Projects | Settings → Capabilities | On | Shows the Implementation tab |
| Success Plans | Settings → Capabilities | On | Shows the Success Plans tab |
| Customer References | Settings → Capabilities | On | Shows the References tab |
| Online Reviews | Settings → Capabilities | On | Shows the Reviews tab |
| Auto-flag accounts at risk | Settings → Health Score | Off | Automatically sets At Risk when health drops below the threshold |
| Auto at-risk health threshold | Settings → Health Score | 30 | Health score below which accounts are auto-flagged |
| Default renewal uplift % | Settings → Renewal Cadence | 5% | Applied to generated renewal proposals |
| Renewal reminder cadence | Settings → Renewal Cadence | 90, 60, 30, 14 days | Days before renewal when the CSM is emailed |
| AE field label | Settings → Account Field Labels | AE | Renames the Account Executive field across the app |
| CSM field label | Settings → Account Field Labels | CSM | Renames the Customer Success Manager field across the app |
| Reference fatigue window | Settings → Advocacy | 90 days | Days since a contact’s last reference call before they appear again |
| Reference incentive | Settings → Advocacy | $250 | Charity donation amount per reference call (blank to disable) |
| Review fatigue window | Settings → Advocacy | 90 days | Days between review asks to the same contact |
| Team Workload | Settings → Team Workload | Off | Enables the Workload tab and Load Index view (admin only) |
| Workload alerts | Settings → Team Workload | Off | Notifies admins when a CSM newly crosses into Overloaded |
| Customer Success Plans Portal | Settings | Off | Enables customer-facing access to shared Success Plans |
6. More help
- Mango CS FAQ — specific setup and operating questions
- Ask AI — the assistant answers questions about Mango CS from these articles. The agent is read-only; it can look up at-risk accounts, the renewal pipeline, pending handoffs, and account health, and it can generate a call briefing. State changes happen in the app, not from chat.