Customer success and retention

When an Opportunity stage is updated to reflect renewal risk, search Dovetail for support tickets and negative feedback in the past 90 days. Create a Salesforce Case with the risk signals, recent struggles, and top 3 quotes. Assign to the CSM.

When new data is tagged “cancellation request,” pull every prior interaction with the account. Summarize relationship history, sentiment trend, unresolved requests, and key stakeholders. Draft a save-play brief with 3 possible angles and post to #customer-success.

Every Monday, pull churn prediction scores from Hex. Cross-reference with Dovetail sentiment trends for each account. Rank by combined signal strength. Create a doc listing account, score, top qualitative signal, and suggested action.

When a highlight is tagged “critical,” search Dovetail and Linear for similar prior reports. If 3+ historical matches exist, create a Linear ticket tagged “recurring” with the full history and affected accounts. If a matching ticket exists, add to it and elevate severity.

When an account’s health score changes in Salesforce, compare against recent Dovetail signals from the past 30 days. If a match exists, add a note explaining the correlation with a link. If no match exists, note that too.

Every quarter, for each [tier] account, pull product usage from Hex and feedback themes from Dovetail. Create a customer-facing doc covering how they’re using the product, what they’ve told us, what we’ve shipped, and what’s coming. Leave in draft for the CSM.

When new onboarding call data is uploaded, extract friction points and compare against onboarding highlights from the past 30 days. If a friction point hits 3+ mentions in 30 days, create a Linear ticket with the pattern, affected accounts, and quotes.

Every Friday, synthesize churn signals from the week: negative calls, escalated tickets, Hex usage drops. Rank accounts by combined signal strength. Post a 5-account digest to #customer-success with account, signals, and suggested next action.

When a new insight is tagged “low CSAT,” identify the account and owner in Salesforce. Create a task assigned to the account owner: “Follow up on low CSAT — [account].” Attach the verbatim feedback and highlight link. Due in 3 business days.

When a highlight is tagged with a competitor name in a support call, create a tagged insight capturing the mention in context. Note whether it’s a comparison, threat to switch, or feature envy. Notify the CS lead and competitive intel team in #competitive.

Every quarter, pull Hex usage growth by account. Cross-reference with Dovetail highlights mentioning more seats, upgrades, or new use cases. For every match, create a flagged Salesforce Opportunity tagged “expansion candidate” with the supporting evidence.

When negative sentiment is tagged 3 times for the same account within 30 days, create a Salesforce Case tagged “at risk.” Attach the 3 highlights and a pattern summary. Assign to the account owner and DM the CS lead.