Mango CS App Overview
The installed-base side of the MangoApps revenue stack — onboarding, success plans, renewals, expansion, and account health on the same Crm::Account record that Mango GTM closes.
What is the Mango CS App?
Mango CS is the post-close customer success surface for the MangoApps revenue stack. Accounts handed off from Mango GTM at closed-won flow through onboarding (Implementation Projects), adoption (Success Plans), renewal, and expansion in a single app. CSMs work a unified book — health snapshots refresh nightly from usage, support, sentiment, and contract-risk signals; success-plan outcomes auto-track against built-in and external metrics; renewals surface in 90/60/30-day windows; and an Ask AI agent answers natural-language questions like “which accounts are at risk?” without leaving the app.
Core Value Proposition:
- 🎯 No Cold Handoffs — A handoff checklist must be completed by the AE before an account enters the CSM’s queue, capturing promised outcomes, champion, pain points, implementation scope, and special terms.
- ❤️🩹 Composite Health Score — A 0–100 score per account computed nightly from real usage, support-ticket, survey-sentiment, and contract-risk signals — denormalized onto the account row so dashboards stay fast.
- 🎯 Success Plans with Auto-Tracked Outcomes — Goals and measurable outcomes per account, AI-draftable from account context, with outcomes that update themselves from built-in health signals, API pushes, or MCP integrations.
- 🔄 Renewal Pipeline — Subscriptions renewing in the next 90 days are bucketed into On Track / At Risk / Expanding / Churning, with a one-click “Generate Renewal Proposal” that reuses the Mango GTM proposal pipeline.
- 🤖 AI Throughout — A read-only CS agent (13 tools), AI-generated pre-call customer briefs, and AI-drafted success plans — all built on the same canonical services the app uses.
At a Glance
| 🔌 Integrations | 🤖 AI Agent | 📱 Mobile Ready | 🏷️ Availability |
|---|---|---|---|
| GTM · Billing · Contracts · Surveys · Service Desk · AI Notepad · Tasks | ✅ Read-only (13 tools) | ✅ Yes | Internal (MangoApps-licensed) |
Perfect For:
- 👥 Customer Success Managers — Open Monday morning, see at-risk accounts, pending handoffs, off-track success plans, and the 60-day renewal queue on one dashboard.
- 🤝 Account Executives — Complete the handoff checklist on closed-won deals so the CSM inherits full context.
- 📊 CS Leadership / Admins — Analytics view with health distribution, churn count, current-book ARR, success-plan portfolio, and renewal pipeline by stage.
How It Works
Closed-Won → CSM Lifecycle
┌──────────────────────────────────────────────────────────────────────────────┐
│ MANGO CS LIFECYCLE │
├──────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌────────────┐ ┌────────────┐ ┌────────────┐ │
│ │ MANGO GTM │──────▶│ HANDOFF │──────▶│ ONBOARDING │ │
│ │ Proposal │ │ CHECKLIST │ │ (Impl. │ │
│ │ Won │ │ (AE fills) │ │ Project) │ │
│ └────────────┘ └─────┬──────┘ └─────┬──────┘ │
│ │ │ │
│ │ mark_complete! │ stage = live │
│ ▼ ▼ │
│ ┌──────────────────────────────────┐ │
│ │ ACTIVE BOOK (CSM-owned) │ │
│ │ Daily HealthSnapshot 0–100 │ │
│ │ + Success Plan (goals/outcomes) │ │
│ └────────────────┬─────────────────┘ │
│ │ │
│ ┌────────────────────────────┼────────────────────────────┐ │
│ ▼ ▼ ▼ │
│ ┌────────────┐ ┌────────────────┐ ┌──────────────┐ │
│ │ RENEWAL │ │ EXPANSION │ │ AT-RISK │ │
│ │ PIPELINE │ │ SIGNALS │ │ / SAVE PLAY │ │
│ │ 90/60/30d │ │ (healthy + │ │ (health<50 │ │
│ │ │ │ renewing, │ │ or off- │ │
│ │ │ │ dormant │ │ track plan)│ │
│ │ │ │ champion) │ │ │ │
│ └─────┬──────┘ └────────┬───────┘ └──────┬───────┘ │
│ │ │ │ │
│ ▼ ▼ ▼ │
│ ┌──────────────────────────────────────────────────────────────────┐ │
│ │ RENEWAL PROPOSAL (uplift %) → MANGO GTM SEND FLOW │ │
│ └──────────────────────────────────────────────────────────────────┘ │
│ │
└──────────────────────────────────────────────────────────────────────────────┘
Integration Ecosystem
┌─────────────────┐
│ MANGO CS │
└────────┬────────┘
│
┌────────────┬────────────┬─────────┼─────────┬────────────┬────────────┐
▼ ▼ ▼ ▼ ▼ ▼ ▼
┌────────┐ ┌────────┐ ┌──────────┐ ┌────────┐ ┌─────────┐ ┌────────┐ ┌────────┐
│ Mango │ │Billing │ │Contracts │ │Surveys │ │ Service │ │ AI │ │ Tasks │
│ GTM │ │(Bundle │ │(renewal, │ │(NPS / │ │ Desk │ │Notepad │ │(remed- │
│(Crm:: │ │ Sub, │ │ docs, │ │ CSAT → │ │(ticket │ │(meeting│ │ iation │
│Account,│ │ Cust, │ │ obliga- │ │sentim- │ │signals →│ │ notes →│ │ + risk │
│Proposal)│ │Proposal)│ │ tions) │ │ ent) │ │support) │ │ link) │ │ tasks) │
└────────┘ └────────┘ └──────────┘ └────────┘ └─────────┘ └────────┘ └────────┘
Key Features
🏢 Shared CRM Account Model
Crm::Account is the single source of truth for the customer record — the same row Mango GTM closes a deal against and Mango CS works post-close.
| Feature | Description |
|---|---|
| Lifecycle stages | prospect → onboarding → active → renewal → expanding → churned, plus a separate at_risk flag with multi-select reasons |
| Account links | Originating DemoRequest + closing Billing::Proposal + active Billing::BundleSubscription |
| Contacts | Per-account contacts with champion, economic_buyer, technical_buyer, and detractor role flags |
| Activity timeline | Emails, calls, meetings, notes, and system events (handoff initiated, renewal reminder sent) on one feed |
| Account 360 | Lazy-loaded cross-app panel that pulls CS + Billing + GTM + Signal context for one account on the detail page |
| Custom fields | Admins define ordered custom fields for accounts and contacts; values are stored on the record’s metadata and surface in forms, lists, and CSV exports |
| CSV import / export | Bulk import accounts via the in-app uploader with a preview-then-commit flow; export mirrors the on-screen filters |
💡 Pro Tip: Tag every key contact with the right role flag. Champion / detractor counts are the fallback sentiment signal when no survey responses exist, and champions also drive the “dormant champion” expansion signal — so keeping them accurate has knock-on value across the app.
🤝 AE → CSM Handoff Checklist
One handoff checklist per account. Created in pending state automatically when a Mango GTM proposal is marked won (via MangoCs::AccountHandoffService). The AE fills in three required fields before they can mark it complete:
| Required Field | Purpose |
|---|---|
| Promised outcomes | What the AE committed the customer would achieve |
| Pain points | The original problems driving the purchase |
| Implementation scope | What’s in / out of the initial deployment |
Optional captured context: champion contact, special terms, and any admin-defined custom questions. The view surfaces missing_required_fields so the AE knows exactly what’s left before mark_complete! is allowed. Completion notifies the CSM (in-app) and logs a system activity on the account timeline.
💡 Pro Tip: The
pending_handoffscount is exposed on the dashboard and via the AI agent. Make zeroing out pending handoffs part of the AE close-out routine.
🎯 Success Plans
A success plan is an account-scoped container of goals, each holding measurable outcomes, each with a time-series of measurement updates. One active plan per account (enforced by a partial-unique index plus model validation).
| Layer | What It Is |
|---|---|
| Goal | A customer objective — time_bound or ongoing; status active / achieved / cancelled |
| Outcome | A measurable target with a metric_type (percentage / number / currency / custom) and a direction (higher / lower is better) |
| Update | One measurement for a period. On-track / off-track status is server-computed from value vs. target — never user-entered |
Four measurement sources per outcome:
- 📝 Manual — CSM logs each measurement by hand (the MVP default)
- ⚙️ Built-in — Auto-reads a health signal (
overall_score,usage_score,support_score,sentiment_score,contract_risk_score) from the account’s latest health snapshot - 🔌 API push — External systems POST measurements against a stable
external_key(spo_…) - 🛰️ Integration (MCP) — Pulls a metric from a tenant’s connected MCP server via a tool binding
MangoCs::OutcomeSyncService runs daily after the health job, upserting one measurement per outcome per day (idempotent on [outcome, period_date]) and recording telemetry (last_sync_status, last_sync_error) plus a MetricSyncLog. A plan’s on_track_percentage rolls up the latest status across all measured outcomes.
AI drafting: From an account, “Draft Plan” calls MangoCs::SuccessPlanDrafter, which reads the account’s industry, stage, health, at-risk reasons, recent activity, and open contract obligations, then proposes 3–4 goals with 1–2 outcomes each. The CSM reviews the draft in a drawer, edits, and explicitly accepts — only then is it persisted (clamped server-side to 4 goals × 3 outcomes).
Customer portal: Plans can be shared with a customer tenant (customer_business_id) with per-item customer_visible flags. Sharing is restricted to tenants already known via an implementation project or existing plan, so a CSM can’t enumerate other tenants. A central API serves the customer-visible slice to the customer’s own tenant.
💡 Pro Tip: Point an outcome at the built-in
overall_scoresignal to get a zero-effort health-trend line inside the plan — it back-fills from the same nightly snapshot the dashboard already computes.
🔄 Renewal Pipeline
CSM-facing pipeline over the installed base. Every Billing::BundleSubscription linked to a Crm::Account whose current_period_end falls inside the lookahead window is pulled in, classified, and sorted by days-to-renewal ascending. Accounts with a CSM-curated renewal_date but no subscription are included too.
| Window | Purpose |
|---|---|
| 30 days | Final-stretch list — closing the renewal in the current cycle |
| 60 days | Active outreach — proposal review, uplift conversation |
| 90 days (default) | Quarter view — primary CSM working set |
Stage classification (auto):
- 🟢 On Track — In window, no risk signals
- 🟡 At Risk —
past_duepayment, account flagged at_risk, OR health score < 50 (threshold configurable) - 🟢 Expanding — Account stage is
expanding(open expansion opportunity) - 🔴 Churning — Subscription cancelled, account churned, OR cancel-at-period-end set within the window
One-click renewal proposal: From the pipeline, “Generate Renewal Proposal” creates a draft Billing::Proposal with the configured uplift % applied, then redirects the CSM to the Mango GTM proposal editor to refine and send through the existing flow. Same contract pipeline, two entry points. CSV export mirrors the on-screen filter (window + stage).
💡 Pro Tip: The default uplift is 5% and the reminder cadence is 90/60/30/14 days — both are configurable in Settings (
renewal_uplift_percentage,renewal_reminder_days).
❤️🩹 Composite Health Score
A 0–100 score per non-churned account, refreshed nightly by MangoCs::HealthSnapshotJob (07:30 UTC) and denormalized onto accounts.health_score so the dashboard, at-risk queries, and renewal classification don’t need to cross-join the snapshots table.
Component breakdown (weighted average of non-nil components — any component with no input is dropped cleanly):
| Component | Weight | What It Measures |
|---|---|---|
| Usage | 35% | Days since last activity. ≤ 7 days = 100, ≥ 60 days = 0, linear in between |
| Support | 15% | Real support-ticket signals (via SupportSignalService, joined by reporter email domain): open-ticket count, age of the oldest open ticket (–20 if any > 30 days), and recent reopens (–10 each, capped at –30) |
| Sentiment | 15% | Voice-of-Customer survey data (via SurveyScoreService): NPS preferred, then CSAT, mapped to 0–100. Falls back to the champion / detractor contact ratio only when no survey responses exist |
| Contract risk | 35% | Days until current subscription period end. ≥ 180 = 100, ≤ 0 = 0, 1–30 days = flat 20 (critical) |
Each MangoCs::HealthSnapshot row is unique per (account, snapshot_date) so same-day re-runs update rather than duplicate. The breakdown JSONB stores raw inputs and per-component narratives (“3 open tickets, oldest 41 days,” “NPS 42 from 9 responses”) for the customer brief and debugging.
Auto at-risk flagging: When the score drops to/under the configured threshold and the account is in an eligible stage (active, renewal, expanding), MangoCs::AtRiskAutomationService flags it at_risk and notifies the CSM. The flag is one-directional — a recovering score doesn’t silently un-flag the account, so a human closes the loop.
💡 Pro Tip: A new account with no activity, no tickets, and no survey responses still gets a neutral score (50) rather than an error or null — components that have nothing to score are dropped, and the weighted average uses only the components that actually ran.
🧠 AI Customer Brief
From an account detail page, “Generate Briefing” calls MangoCs::CustomerBriefGenerator — an LLM-written pre-call intelligence brief assembled from real account data: firmographics, lifecycle stage, the latest health-snapshot component narratives, contacts with role flags, the recent activity timeline, renewal proximity, and (when those apps are enabled) linked contracts and recent AI Notepad notes.
The output is a structured markdown brief — Snapshot, What changed recently, Risks & watch-outs, Key people, Talking points — persisted on the account so the CSM can re-read it, and optionally snapshotted into the activity timeline.
💡 Pro Tip: Generate a fresh brief right before a QBR or renewal call — it pulls the current health narrative and the latest notes, so it reflects this week’s reality, not the last time someone updated the account by hand.
⚡ CS Task Automation
MangoCs::CsTaskSweepService runs daily (08:40 UTC) and turns CS signals into assigned work in the Tasks app — fully idempotent (one open task per trigger; stale tasks are auto-cancelled when the trigger clears):
| Trigger | Task Created | Assigned To |
|---|---|---|
| Off-track outcome | Off-track: {outcome} remediation task, due in 7 days |
Plan owner or account CSM |
| Renewal at risk (off-track plan ∩ expiring contract) | Critical Renewal at risk: {account} task, due on the contract end date |
Account CSM |
Renewal-risk detection (MangoCs::RenewalRiskService) is the validated churn predictor — an off-track success plan intersected with an expiring contract — and is gated on the Contracts app being enabled.
📈 Expansion Signals
MangoCs::ExpansionSignalDetector returns a relation of Crm::Account rows showing expansion potential. Two signals OR’d together:
| Signal | Logic | Why |
|---|---|---|
| Expansion-ready renewal | health_score >= 75 AND a subscription renewing 30–90 days out |
High-health accounts near renewal often accept uplift |
| Dormant champion | At least one contact flagged champion AND no activity in 30+ days |
Champions go quiet when disengaged or about to leave — either way a touchpoint is due |
The detector returns a relation (not an array) so the dashboard counts it cheaply and the agent paginates the top candidates.
🔗 Automatic Contract & Note Linking
MangoCs::CustomerLinker quietly attaches external records to the right Crm::Account so CSMs don’t have to:
- Contracts → resolved via the originating
Billing::Proposal(the account’sclosing_proposal). Vendor agreements / NDAs that have no proposal origin stay unlinked by design. - AI Notepad notes → resolved via an external attendee’s email domain matched to
Crm::Account#domain(internal and free-email domains filtered out), falling back to a unique attendee-contact match.
Linking is confidence-gated and never overwrites an existing manual or prior auto-link; it records provenance (crm_account_link_source) and logs a system activity. It runs both in real time (AutoLinkCustomerJob on record creation) and as a nightly sweep (CustomerLinkSweepJob, 08:20 UTC).
🚀 Implementation Projects (Onboarding)
Implementation Projects, surfaced inside Mango CS as the onboarding workflow, tenant-scoped to the GTM business running Mango CS.
| Capability | Notes |
|---|---|
| Milestones, items, comments | Nested resource tree under each project, with per-milestone progress |
| Updates feed | Project updates with toggle reactions on each post |
| Stage / health updates | update_stage, update_health member endpoints, validated and activity-logged |
| Customer portal toggle | Project-level toggle to expose the project to the customer |
| Form assignments | Clone form templates into a project, edit questions, publish, mark customer submissions reviewed |
| Documents | Upload and archive project documents, with customer notification |
| Welcome / Go-live / Feedback emails | Triggered as member actions, with a per-action cooldown and send history |
| Sample data import | One-click import of sample milestones for testing |
The portfolio view gives leadership a kanban-style roll-up across all active projects by stage.
🔔 Notifications
Mango CS notifies on two independent channels — email (RenewalReminderMailer) and in-product bell/Inbox (MangoCs::NotificationService) — both of which consult the recipient’s notification preferences before sending.
| Type | Channel(s) | When Triggered |
|---|---|---|
| Renewal reminder | Email + in-app | Subscription renewing in a configured threshold (default 90/60/30/14 days); urgent if ≤ 14 days |
| Account at risk | In-app | Health score drops to at-risk overnight; includes the delta |
| Handoff completed | In-app | AE marks the handoff checklist complete |
MangoCs::RenewalReminderJob (08:00 UTC) is idempotent per (subscription, threshold) via a Crm::Activity system event, so single-day re-runs and post-outage backfills don’t double-send, and every cron run reports a Sentry check-in.
🤖 Mango CS Agent (Ask AI)
Read-only LLM-with-tools agent surfaced inside Ask AI. All 13 tools are thin wrappers around canonical services — never duplicated business logic.
| Tool | What It Returns |
|---|---|
| list_at_risk_accounts | Health score < 50 OR at_risk flag, non-churned, sorted by score ascending |
| list_upcoming_renewals | Pipeline entries in a 30/60/90-day window with stage and days-to-renewal |
| list_pending_handoffs | Pending handoffs with the missing required fields per checklist |
| list_expansion_candidates | Healthy + renewing OR dormant-champion accounts |
| get_account_360 | Cross-app CS + Billing + GTM context for one account |
| get_account_health | Full breakdown for one account — components, weights, raw inputs |
| list_active_onboarding | Onboarding projects not yet live or closed, with session progress |
| list_my_accounts | Accounts assigned to the current CSM |
| get_renewal_pipeline_summary | Counts by stage in the renewal window |
| list_account_contracts | Linked contracts for an account (Contracts app) |
| list_account_notes | Recent AI Notepad notes for an account (AI Notepad app) |
| list_expiring_contracts | Contracts expiring inside a window (Contracts app) |
| list_renewal_risk_accounts | Off-track plan ∩ expiring contract rows (Contracts app) |
State changes happen in the app, not via the agent — it points the user to /apps/mango-cs for actions like assigning a CSM, marking a handoff complete, or drafting a renewal proposal.
📊 Analytics (Admin Only)
The Analytics tab is gated to admin users (CSMs work the main dashboard). MangoCs::AnalyticsService powers it with a configurable window of 30 / 60 / 90 / 180 / 365 days.
| Metric | Definition |
|---|---|
| Account totals | Total / active / churned counts |
| Health distribution | Bucket counts: Healthy (75+), OK (50–74), At Risk (25–49), Critical (<25), Unknown (no snapshot yet) |
| Churn | Accounts moved to churned in the window + churn rate % |
| Current-book ARR | Sum of annualized revenue across active + trial subscriptions, accounting for quantity |
| Stage distribution | Account count by lifecycle stage |
| Renewal pipeline | Stage counts (on_track / at_risk / expanding / churning) over the window (capped at 90 days) |
| Onboarding stage distribution | Active implementation projects grouped by stage |
| Success-plan portfolio | Per-account on-track breakdown, exportable to CSV |
💡 Pro Tip: NRR / GRR / time-to-renewal are intentionally not computed yet — they require historical MRR snapshots, and computing them point-in-time produces misleading numbers. The current set is everything that can be computed honestly today.
🔗 Integrations
| Integration | Capability |
|---|---|
| Mango GTM | Shared Crm::Account; closed-won proposals trigger AccountHandoffService to create the account + pending handoff. Renewal proposals open in the Mango GTM proposal editor. |
| Billing | Billing::BundleSubscription drives the renewal pipeline; Billing::Proposal is the renewal quote artifact; the billing customer is the join key from accounts to subscriptions. |
| Contracts | Auto-linked to accounts; expiring contracts feed renewal-risk detection and CS task creation; renewal proposals flow into the existing Order Form / e-sign pipeline. |
| Surveys | Survey responses are matched by domain and converted to per-account NPS / CSAT, feeding the sentiment health component. |
| Service Desk | Support-ticket signals (open count, age, reopens) feed the support health component — read locally or from the central issue API. |
| AI Notepad | Meeting notes auto-linked to accounts by attendee domain; surfaced in the customer brief and the agent. |
| Tasks | Off-track outcomes and renewal-risk accounts generate assigned, auto-expiring tasks. |
| Ask AI | MangoCsAgent registered as a domain agent in the global Ask AI sidebar. |
User Roles & Permissions
| Role | Capabilities |
|---|---|
| Member | Not in the default allowed-roles list — disabled out of the box. |
| Manager | Full app access by default — accounts, contacts, activities, handoff checklist, success plans, renewal pipeline, implementation projects. |
| Admin / Super Admin | All Manager capabilities plus Settings (feature toggles, uplift %, reminder cadence, health threshold, custom fields, field labels) and Analytics. |
The allowed-roles list is configurable per business in Settings.
How We Compare
Mango CS targets the post-close motion — onboarding, success plans, renewals, expansion, and account health. It overlaps with dedicated customer success platforms but with a sharper integration into the same revenue stack that closed the deal:
| Capability | MangoApps Mango CS | Standalone CS Platforms (Gainsight, ChurnZero, Totango, Catalyst) |
|---|---|---|
| Composite account health score | ✅ | ✅ |
| AE → CSM handoff enforcement | ✅ | ⚡ Varies |
| Success plans with auto-tracked outcomes | ✅ | ✅ |
| AI-drafted success plans & customer briefs | ✅ Native | ⚡ Emerging |
| Renewal pipeline (90/60/30 windows) | ✅ | ✅ |
| One-click renewal proposal → e-sign | ✅ Native | ❌ Requires CRM/CPQ stack |
| Onboarding (Implementation Projects) | ✅ Built-in | 💰 Add-on or separate tool |
| Read-only natural-language CS agent | ✅ | ⚡ Varies |
| Shared CRM account record with the GTM motion | ✅ | ❌ Separate system, sync jobs |
| Legend: ✅ Included | ❌ Not Available | 💰 Paid Add-on | ⚡ Limited / Varies |
Why MangoApps Workforce?
- 🔗 One Customer Record, Pre- and Post-Close — Mango GTM and Mango CS share
Crm::Account. No CRM-to-CS sync job, no drift between the deal that closed and the customer being managed. - 🔄 One Contract Pipeline — Renewal proposals reuse the Mango GTM proposal editor, Order Form generator, and native e-sign. New-business and renewals run on the same rails.
- 🤖 AI Built on Canonical Services — The agent, brief generator, and plan drafter all call
RenewalPipelineService,HealthScoreCalculator, andExpansionSignalDetectordirectly. Numbers in the AI always match numbers in the app.
Getting Started
For Account Executives
- When a Mango GTM proposal is marked won, open the new Mango CS account from your dashboard.
- Fill in the handoff checklist: promised outcomes, pain points, implementation scope. Add the champion contact and any special terms.
- Click Mark Complete — the account moves into the CSM’s queue and the CSM is notified.
For Customer Success Managers
- Open
/apps/mango-cs— the dashboard surfaces at-risk accounts, pending handoffs, 90-day renewals, active onboarding, and expansion candidates. - Open an account and click Generate Briefing before a call, or Draft Plan to have AI propose goals and outcomes for review.
- Work the Renewals tab; filter by stage or by 30/60/90-day window, and generate a renewal proposal in one click.
- Use Ask AI for “which accounts renew in the next 60 days?” or “what changed on Acme this week?”.
For Administrators
- Enable the app under Apps Marketplace → Mango CS.
- Open Settings to toggle features (handoff, renewals, expansion, health score, success plans, implementation projects, agent), set the default uplift %, reminder cadence, and health at-risk threshold, and define custom fields for accounts and contacts.
- Use Generate Sample Data to seed accounts and projects for training; Destroy Sample Data removes it cleanly.
- Review the Analytics tab for health distribution, churn, current-book ARR, success-plan portfolio, and pipeline stage rollups.
Best Practices
- ✅ Make handoff completion an AE close-out ritual. A pending handoff means the CSM inherits an account without context. Track
pending_handoffscount to zero each week. - ✅ Connect Surveys and Service Desk. They feed two of the four health components with real signals — without them, health leans entirely on usage and contract risk.
- ✅ Use built-in outcome sources where you can. A success-plan outcome pointed at a health signal updates itself nightly; reserve manual measurement for things the platform genuinely can’t observe.
- ✅ Review the at-risk list every Monday. Sort by health score ascending; the lowest-scoring accounts are your save-play candidates.
- ✅ Start the renewal conversation at 90 days, not 30. The reminder cadence default is 90/60/30/14 — the early reminders exist to catch problems while there’s still time to fix them.
- ✅ Tune renewal uplift % and the at-risk threshold in Settings to match your pricing and risk posture. The defaults (5% uplift, score-based at-risk) are starting points, not mandates.
Frequently Asked Questions
Q: How is Mango CS different from Mango GTM?
A: Mango GTM owns the pre-close motion — prospecting, demos, proposals, contracts. Mango CS owns everything after close — onboarding, success plans, adoption, renewals, expansion. They share the Crm::Account record so the handoff is clean and there’s no CRM-to-CS sync to maintain.
Q: What actually drives the health score?
A: A weighted composite of usage (35%), support (15%), sentiment (15%), and contract risk (35%). Usage is days-since-last-activity; support comes from real Service Desk ticket signals; sentiment comes from Survey NPS/CSAT (with a champion/detractor fallback); contract risk is days-to-renewal on the linked subscription. It’s recomputed nightly and persisted on the account row for fast reads. Components with no input are dropped from the average.
Q: Do success-plan outcomes update themselves?
A: They can. An outcome can be manual, or it can auto-track from a built-in health signal, an API push against a stable key, or an MCP integration. OutcomeSyncService upserts one measurement per outcome per day; on-track / off-track status is computed by the server from value vs. target.
Q: How does the renewal quote get generated?
A: From the Renewals tab, “Generate Renewal Proposal” creates a draft Billing::Proposal with the configured uplift % applied. The CSM is redirected to the Mango GTM proposal editor where they can refine the quote and push it through the existing send + e-sign flow. One contract pipeline, two entry points.
Q: Do contracts and meeting notes have to be linked by hand?
A: No. CustomerLinker auto-attaches proposal-originated contracts and AI Notepad notes to the right account — in real time on creation and as a nightly sweep. It’s confidence-gated and never overwrites a manual link.
Q: Can the AI agent change anything?
A: No. All 13 tools on the Mango CS agent are read-only by design. State changes — assigning a CSM, marking a handoff complete, drafting a renewal proposal — happen in the app surface so they’re auditable and consistent. The agent points you to the right path.
Related Resources
- Mango IQ — GTM intelligence layer; shares the broader revenue-stack context.
- Implementation Hub — The original onboarding surface; Implementation Projects are now embedded inside Mango CS.
- Contracts — Renewal proposals and Order Forms flow through the Contracts pipeline.
- E-Signature — Native e-sign for renewal Order Forms.
- Apps Overview — Browse the full MangoApps marketplace.
The post-close motion, on the same record that closed the deal.