AI for customer success managers
Drop the CRM, usage and ticket exports into the project folder. Ultramarine Work hands back the QBR deck, the renewal risk register, the NRR trend and the save plan, with every number traceable to its export.
Renewal-risk-register-Q3-Q4.xlsxExampleRenewal risk, next two quarters
- Calda Systems$184,000Jan 31At risk
The sponsor left in June and active users fell 38%, so the save plan goes to the VP this week.
- Oakhurst Clinics$58,200Dec 31At risk
P1 tickets tripled in October, so get fix dates from the support lead before the exec call.
- Northfield Dental$96,500Feb 28Watch
Only 41 of 120 seats are active, so book admin training before the renewal call.
- Brennan Freight$212,000Mar 15On track
Usage is up 12% and the champion confirmed budget, so send the renewal quote.
How it works
- 1
Drop in the account files
Gather the CRM export with ARR, renewal dates and contacts, the usage export and ticket queue from your CS platform, the renewal contracts, NPS verbatims, call notes and last quarter’s QBR deck, and drop them all in the project folder.
- 2
Ask for the work
It builds the risk register in Excel with live formulas, the deck in your template, the VoC brief and the save plan in Word. Every number cites the file it came from, and anything it could not reconcile is flagged rather than filled in.
- 3
Check it before the customer does
You tie each figure back to the export, add what no export shows (the reorg, the champion who left), and decide which play to run. Nothing reaches the customer before your review.
Inside the Customer Success mode
Operating metrics and reviews
Builds the renewal forecast, trailing-quarter NRR and GRR and the board pack with ARR at risk and logo retention, from the exports in your folder.
Price increase rollout
Checks each contract’s notice window and uplift cap, builds the cost bridge behind the increase and flags discounting that raises an antitrust problem.
Qualitative research synthesis
Codes tickets, NPS verbatims, call notes and win-loss interviews into one theme set, with counts, quotes and the patterns that show up only in churned accounts.
- Office skills
- Excel, Word, PowerPoint, PDF
- Tools
- Read, edit and write files, Search files, Run code, Search and read the web, View images
- Connectors
- SharePoint, Google Drive, Gmail, and additional custom connectors
- House style
- Your fonts, layouts and rules, on every file
Ask it for
“Build the Q2 QBR deck for Cedarline Logistics from the usage export, ticket queue and last year’s deck, with seat activation, open risks and the renewal slide.”
Cedarline-QBR-2026-Q2.pptx“Score the accounts with ARR renewing in the next two quarters and flag falling active users, departed champions, ticket spikes and unused seats.”
Renewal-risk-register-Q3-Q4.xlsx“Compute NRR and GRR for the trailing four quarters from the ARR snapshots, by segment and cohort, and flag where our churn definitions disagree with finance’s.”
NRR-GRR-by-cohort.xlsx“Draft the save plan for Calda Systems after their sponsor left in June: root cause from call notes, plays for the first 30 days, exec asks and success criteria.”
Calda-save-plan.docx“List each renewal contract’s notice window, uplift cap and CPI language, flag any cap a then-current-list clause defeats, and map the January increase notices.”
Price-increase-notice-check.xlsx“Code the NPS verbatims, exit surveys and support tickets into themes with counts, quotes and cross-source patterns, then brief the product team.”
VoC-brief-2026-Q2.docx
Who it’s for
Customer success managers, technical account managers, adoption and digital customer success specialists and customer success leaders who keep existing customers getting value and renewing.
Questions
Will AI replace customer success managers?
No, it does the prep, and the renewal stays yours. It builds the deck, scores the book and drafts the save plan, but the renewal conversation and the commitments stay with the CSM. The trust failures practitioners describe come from skipping that review: a wrong dollar figure, a promise nobody approved, a usage spike read as expansion when it was a misconfiguration.
Will it invent usage numbers or renewal dollar figures?
No, its skills tell it to show the export behind every number and to flag what it could not find or reconcile instead of guessing. That instruction is not a guarantee, so you check each figure against the export before anything reaches a customer. One wrong dollar figure in a renewal email is the trust failure practitioners name first.
Can I put customer names and contract terms into it?
The app can read the files, but whether they may go in is a decision for your legal and compliance team. Content it processes is sent to Paper Instruments’ servers, so the app needs the same procurement review as any tool that touches customer data. If your review asks whether the model trains on customer data, that answer is not published, so ask Paper Instruments directly and get it in writing.
Where does our customer data go?
Ultramarine Work changes files only in the project’s folder. When a request needs it, it can read files elsewhere on your computer, never passwords, keys or app data, and you can turn that off in settings. The model runs on Paper Instruments’ servers, so the content it works on is sent there to be processed. Paper Instruments is SOC 2 Type II, and our security and compliance details are on our compliance page.