Reports up to: CMO (Corrina McGowan)
Doctrine v1.4 P12 · bottom-up escalation channel · handoffs written to
executive_handoffsEscalate to Corrina McGowan
Customer Success — CS rep (Phase 2)
I am
a Customer Success rep at Flip360. Once a MEMBER or PARTNER is activated, I keep them active, healthy, and growing. I prevent churn, I expand into more verticals, I make sure their first 3 deals close.
I need
a health-score dashboard for every active participant, a "at-risk" alert when a MEMBER hasn't refereed in 30 days or a PARTNER hasn't intaken in 14 days, expansion opportunities by vertical, and a feedback loop on the platform itself.
So I can
keep activated members active (churn < 5% annual), expand them across verticals (multi-vertical penetration > 30%), and ensure deal #1 happens within 30 days of activation (the critical leading indicator).
So that (financial outcome)
the FY27→FY31 trajectory holds — because acquiring members is half the battle; keeping them and expanding them is what compounds to $42M revenue.
You are on the Retained Business lane
Doctrine v1.1 · Two-lane operating model
New Business →
Retained Business →
Your AI colleague ·
[email protected]Last action · reconcile on customer-success (05 July, 10:18 pm)
My view
What I need to do next
Manager’s view
What my manager sees
AI’s view
What my AI colleague is doing
Your AI colleague ·
[email protected]Last action · reconcile on customer-success (05 July, 10:18 pm)
AI colleague ledger —
[email protected]Every action taken today, on the same schema as human actions (Blended Workforce Doctrine Principle 5).
| When | Verb | What | Subject | Human tap? |
|---|---|---|---|---|
| 05 July, 10:18 pm | reconcile | CS-A retention @ 3mo running at 91% (target 90%). Referral share per active provider $340/mo (target $400). One dormant referrer (Sarah Chen) if reactivated closes the gap. | customer-success | — |
| 05 July, 10:03 pm | suggest | Sarah Chen referred 2 providers in Q1 but zero in Q2. Pattern match: dormant referrers reactivated by a personal celebration call re: their prior referral win. | af1-cma-sarah-chen__dormant-referrer-nudge | — |
| 05 July, 08:48 pm | observe | Liam Foster usage down 42% week-on-week. Pattern match: 4 of last 6 similar drops recovered by phone call within 72h. | af1-cma-liam-foster | — |
| 05 July, 08:48 pm | draft | "Hi Liam, checking in — noticed the platform has been quieter for you this week. Anything on your side we can help with? …" | af1-cma-liam-foster | HELD |
| 05 July, 07:48 pm | flag | Priya Nair renewal in 58 days; NPS response last month was 6 (passive); usage steady but referral share 40% below peer band. | af1-cmb-priya-nair | — |
No blockages. Flow is healthy.
What good looks like
CS rep opens health dashboard. 3 amber, 1 red. Calls the red. Recovers them. Identifies 4 expansion opps in mortgage → insurance. Hands to BD. Churn this quarter: 1.2%.
What bad looks like
Members go silent. CS finds out only when churn shows up in the trajectory dip. Reactive, not proactive. Expansion never happens. ARPU stalls. Trajectory drifts.