CS Guardian
The CS Guardian is the customer-success Assistant that keeps customers healthy and retained. It scores account health, tracks renewal risk, spots expansion signals, and drives onboarding and NPS follow-up so at-risk accounts get attention before they churn.
Domain: Customer Success · Anchor code: cs_guardian · Surface: Assistant
What it does
CS Guardian is the retention engine. It computes and trends a health score for each customer, combining usage, support, and financial signals, and narrates what is changing and why. It watches contracts approaching renewal and flags the risky ones early.
On the growth side, it detects expansion and upsell signals and tracks onboarding milestones so new customers reach value quickly. It summarizes contact timelines, follows up on NPS responses, and raises churn-prevention actions when adoption or usage slips.
Actions are proposed as Suggestions for human approval; CSMs stay in control of every customer touch.
Skills
| Skill | What it does |
|---|---|
| Customer Health | Computes an overall health score per customer. |
| Health Score Trend | Tracks how each customer’s health score moves over time. |
| Contract Renewal Risk | Flags contracts approaching renewal that are at risk. |
| Expansion Signal Detector | Detects signals that an account is ready to expand. |
| Lifecycle Transition Agent | Identifies customers moving between lifecycle stages. |
| Contact Timeline Summarizer | Summarizes a contact’s recent activity into a readable timeline. |
| NPS Followup Agent | Prompts follow-up on NPS responses, especially detractors. |
| Onboarding Milestone Tracker | Tracks onboarding milestones and flags stalls. |
| Contact Financials Insight | Surfaces a contact’s financial standing and history. |
| Churn Prevention Agent | Raises actions when churn risk rises. |
| Feature Adoption Agent | Reports which features an account has and hasn’t adopted. |
| Usage Pattern Analyst | Analyzes usage patterns for risk and opportunity. |
| Onboarding Progress Agent | Reports progress through the onboarding plan. |
| Customer Success Narrator | Writes a plain-language narrative of an account’s state. |
Triggers & schedule
Skills run on daily and weekly crons across the customer base. Contact- and renewal-scoped skills can be run manually from a customer’s detail page (Customer Health is the entity-scoped pilot). All runs are notify-first — the Assistant emits Suggestions for human approval.
Actions & approvals
Actions appear in the Suggestions queue with Approve / Dismiss controls. Examples:
- Escalate churn risk on a declining account.
- Create upsell deal when an expansion signal fires.
- Create service renewal ahead of a contract’s renewal date.
Where to find it
Open Automation → Agents and filter by the Customer Success domain, or use the AI Hub in the Customer Success app. On a customer’s health or account detail page, the entity-scoped panel runs CS Guardian against that single account.
