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Customer Success That Shows Its Work.

Every customer gets a health band backed by evidence, and Konsil says how complete that evidence is. Agents propose. Nothing reaches a customer without a person.

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A real recording from Konsil. The company and people are fictional.

Example: When an Account Slips.

  1. Health Is Rescored

    Each account gets a band from the evidence on its record, with how complete that evidence is and why it needs attention.

    The Customer Success area in Konsil on Health and Renewals: tiles for current customers, onboarding now, at-risk customers and renewals, filters such as Needs attention and Renewing soon, and account cards that say why each one needs attention.
    Customer Success: health and renewals.View full screen

  2. An Agent Proposes an Assessment

    The Health Agent writes up what changed and proposes a new assessment, with its reasons.

    A proposal from the Health Agent to create a HubSpot task on Alder Ridge Telecom: Book an executive check-in with Alder Ridge Telecom, owner Maya Ortiz, with the reason that health dropped to 41 and the renewal is 28 days out.
    A proposed check-in task for Alder Ridge Telecom.View full screen

  3. It Files a Check-In for a Person

    The check-in task waits in the Review queue. No agent contacts a customer.

    The Review queue with proposals waiting: move a record stage, update record fields, create a HubSpot task and move a HubSpot deal stage, each with Show Change, Reject and Approve buttons.
    The Review queue: a check-in task from the Health Agent.View full screen

  4. You Approve & the Account Updates

    Once approved, the assessment counts and the check-in task lands in HubSpot.

    The Alder Ridge Telecom detail panel opened over Customer Success, listing its evidence checks (renewal close with nothing moving, nothing recorded recently, renewal window open with nothing opened) and where the relationship score comes from.
    An account opened with its evidence.View full screen

The Customer Success Screens.

Customer Success has six tabs: Customers, Onboarding, Journey, QBR & tickets, Health & Renewals and Memory.

Renewals Before They’re Urgent

Health & Renewals lists what renews soon and what renews later, with at-risk accounts first.

  • Renewals due soon and renewals ahead
  • At-risk accounts at the top
The Customer Success Health cards: Alder Ridge Telecom, Bluepeak Voice, Tailspin Connect, Adatum, Proseware and Woodgrove Health, each with a relationship score, evidence checks and a renewal date and value.
Customer Success: every account, its health and its renewal.View full screen

Onboarding in Phases

New customers move through onboarding phases. The default is Discovery, Foundation, Activation and Live. You can set your own.

  • One onboarding view for every new customer
  • Your own phases, if you want them
The Onboarding tab of Customer Success: Stale Onboarding Rules with days without activity set to 45, above an Onboardings list showing Tailspin Connect, Regional freight rollout, in Phase 1, Foundation.
Customer Success: onboarding by phase.View full screen

QBRs Drafted From the Record

The QBR & tickets tab drafts a quarterly review from the account’s history. You edit it and present it.

  • A first draft, not a blank page
  • Konsil never sends it
The draft preview of a quarterly review for Fabrikam Networks: a Current work table with the regional freight program, the missed dock appointments at the Reno site and a second hub expansion, each with its stage, next action and due date, beside three recent Zoom calls with Fabrikam Networks.
Customer Success: a QBR drafted from the record.View full screen

A Day in Customer Success.

  1. Morning
    You

    Check the strip: current customers, onboarding now, at risk, renewals due soon.

    Your agents

    Health was rescored overnight from CRM activity and calls.

  2. Mid-morning
    You

    Approve the onboarding flow for a new customer.

    Your agents

    An agent proposed the onboarding flow from what it knows about the account.

  3. Afternoon
    You

    Open an at-risk account and read why.

    Your agents

    Agents proposed a health assessment with the evidence behind it.

  4. Before a renewal
    You

    Edit the drafted QBR and book the meeting.

    Your agents

    The QBR was drafted from the account’s history.

  5. Any time
    You

    Approve a check-in task before it reaches HubSpot.

    Your agents

    Agents file check-ins as proposed changes. No agent contacts a customer.

What Customer Success Tracks.

Customers

Every account and where it is in its life with you.

Lifecycle
  • Onboarding
  • Active customer
  • Paused
  • Churned
  • Former customer

Health

A score and trend from evidence on the record, with how complete that evidence is.

Bands
  • On track
  • Needs attention
  • At risk

Onboarding

The default phases. Set your own if your process differs.

Phases
  • Discovery
  • Foundation
  • Activation
  • Live

Renewals

Fields
  • Renewal date
  • Days to renewal
  • Band

What Agents Can Do in Customer Success.

Reads

Agents look. Nothing changes.

  • Customers and their lifecycle
  • The at-risk list
  • Renewals
  • Account activity in HubSpot

Proposes

Agents draft. It waits in the Review queue.

  • A health assessment, with reasons
  • A lifecycle change
  • An onboarding flow for a new customer
  • Check-in tasks for HubSpot

Waits for a Person

None of this happens without Approve.

  • Any change to an account’s health or lifecycle
  • Setting a customer’s onboarding flow
  • Any message to a customer

Check-in tasks wait for a person too, unless you turn on auto-approve for HubSpot tasks. It is off until you do.

What Customer Success Connects To.

HubSpotCompanies, contacts and activity behind each account.reads · writes after approval
GranolaCall notes that feed the evidence.reads
Your own ClaudeMail summaries, if you choose. Konsil keeps the summary and the sender’s domain, never the message or the address.MCP

Product names belong to their owners. Konsil is not affiliated with or endorsed by them.

Questions About Customer Success.

How is health worked out?

By rules, from evidence on the record: CRM activity, calls and the checks shown on each account. A model doesn’t pick the score. Konsil also shows how complete the evidence is, so a thin score says so.

Will an agent email a customer?

No. No agent tool contacts a customer.

Can we change the onboarding phases?

Yes. Use the default phases or set your own.

Does Konsil read our email?

Only if you connect your own Claude. It sends Konsil a summary and the sender’s domain, never the message body or the address.

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