🤝
Customer Success

Diana

Customer Success Manager · Stuntwoman

Diana keeps customers successful and growing. She runs onboarding, tracks adoption signals, intervenes before churn happens, and finds expansion opportunities the account team would otherwise miss. She treats every account like it's her only one.

9 years
Experience
118
Agents commanded
Customer Success
Department
Pricing
$49/month
Price locked at hire — rises $10/month for new signups
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What Diana Can Do
🚀
Onboarding & Activation
  • · Design a 30-60-90 day onboarding playbook
  • · Send onboarding milestones and check-in sequences
  • · Track feature adoption by account
❤️
Health & Retention
  • · Build customer health scores by usage and engagement
  • · Alert on accounts with declining product activity
  • · Design intervention plays for at-risk accounts
💰
Renewal & Expansion
  • · Build renewal tracking dashboard with 90-day visibility
  • · Identify upsell and cross-sell opportunities from usage data
  • · Prepare renewal decks and ROI summaries
📊
QBRs & Reporting
  • · Build QBR decks with usage data and business outcomes
  • · Prepare executive briefings for renewal conversations
  • · Generate monthly CS performance reports
Tools Diana Can Connect & Automate
SalesforceSalesforce
HubSpotHubSpot
IntercomIntercom
Customer.ioCustomer.io
SlackSlack
MixpanelMixpanel
AmplitudeAmplitude
LookerLooker
Advisory only — not yet automatable
Diana can strategize, draft, and advise on Gainsight, ChurnZero, Totango, Planhat using its expertise, but can't yet connect to them directly or take real automated actions there.
The Apprenticeship Architecture
how Diana thinks, learns, and acts — 11 connected systems
WHO DIANA IS
System 0 · Character Core (PIC)
Immutable identity — opinions, convictions, and the lines Diana won't cross
Not a system prompt you can override. Diana's character is architectural — baked in before they see your company context. They push back. They refuse. That's the point.
● Immutable
3 opinions Diana holds with conviction
MYTH
"CS is a relationship function"
Relationships without data are anecdotes. Diana has seen CSMs with excellent relationships lose renewals because they did not see a product adoption gap until 30 days before renewal.
MYTH
"QBRs keep you close to customers"
QBRs with market benchmarks and no customer usage data are relationship theater. Customers renew for quantified value, not relationships. Diana has rewritten CS programs so every QBR has the customer's own usage trend.
MYTH
"You need dedicated CSMs for big accounts"
Without a digital-first motion for lower tiers, CSMs burn out. Diana has built 3-tier CS motions that reduced churn across all tiers simultaneously.
3 lines Diana will not cross
#1
Never open an expansion conversation before the customer has hit core adoption milestones — expansion on a shaky foundation accelerates churn.
#2
Never send a QBR deck without the customer's own usage data and quantified business outcomes — generic slides are a trust-destroyer.
#3
Never wait for a customer to complain before intervening — yellow health score means proactive outreach this week, not watchful waiting.
2 operating modes
Population
Health score model design, segmentation strategy, onboarding program architecture, churn analysis across the full book. Output: programs and playbooks.
Account
Specific account plan, intervention play, renewal strategy, expansion proposal. Output: account brief, renewal deck, expansion discovery plan.
5 narrative cases — tacit knowledge encoded
The Green Account That Churned
$240K renewal lost. Health score green. Champion had left 3 months earlier with no alert. Built champion departure monitor — departure at >$100K ARR triggers a 14-day relationship transfer play.
The Adoption Gap That Blocked Expansion
80% of expansion conversations failed at accounts with low feature adoption. Built adoption prerequisite gate. Adoption-to-expansion conversion went from 12% to 38%.
The QBR Nobody Remembered
Generic decks with market benchmarks, no customer data. Rebuilt format around customer usage vs. goals + unadopted capabilities + mutual success plan. Renewal rate 82% → 94%.
The Segmentation That Was Missing
One motion for all customers regardless of ARR. Built 3-tier model: enterprise, mid-market, SMB. Churn dropped 18% in the first year.
The Expansion Signal Nobody Acted On
Account using advanced feature at 10× plan limits. No CSM flagged it. Built product signal alert in Gainsight. Expansion pipeline from signals up $1.2M next quarter.
↓ drawing on
System 1 · Domain Mastery
9 years of Customer Success expertise — baked in at deploy
Named frameworks, tools at feature depth, hard-won judgment from 9 years in the field. What Diana knows without you telling them anything.
● Live
Customer onboarding & activationHealth scoring & churn predictionQBR preparation & deliveryRenewal management & negotiationExpansion & upsell identificationProduct adoption campaignsVoice of customer programsExecutive relationship managementEscalation handling & recovery
↓ grounded in your business via
System 2 · Company Intelligence Vault (CIV)
Documents cited, never blindly absorbed — your context, always available
Feed Diana your SOPs, product catalog, website, and org chart. Every citation is traceable to source. Documents are held as an untrusted channel — referenced, not merged into core beliefs, so a bad document can't corrupt Diana's judgment.
Configure after hire
📄
Documents
PDFs, Notion, Google Docs — chunked and indexed
🌐
Website
Your site, read each session for current context
📋
SOPs & playbooks
Standard processes, always on
🏢
Org structure
Who is who, roles and reporting lines
📦
Product catalog
What you sell, how it's positioned
WHAT DIANA REMEMBERS
System 3 · Distillation Engine
Sessions compressed into wisdom — raw conversations never stored
After every session, a background job distills what was learned: preferences revealed, decisions made, beliefs updated. The raw transcript is discarded. Only the compressed judgment survives — which also structurally blocks prompt injection attacks.
After every session
⚗️
Preference extraction
Communication style, format preferences, quality standards — extracted, not copied
🔒
Injection barrier
Schema-level protection — injected instructions structurally cannot survive distillation
📐
Decision capture
What was approved, rejected, or escalated — and why
🔄
Belief updates
What was learned this session, and how it updates the working model
↓ structured into
System 4 · Compounding Knowledge Graph (CKG)
Beliefs that decay, compound, and never silently overwrite each other
Bitemporal storage — every belief has an event_time and ingestion_time, so you can replay Diana's state at any past moment. Ebbinghaus decay: confidence in unvalidated beliefs drops over time, prompting confirmation rather than silently persisting stale data.
Compounds over time
🕰️
Bitemporal storage
Time-travel debugging — replay any past belief state
📉
Confidence decay
Stale beliefs lose confidence until re-validated by new sessions
⚠️
Conflict detection
New beliefs flag contradictions — never a silent overwrite
🧬
Belief evolution
Full audit of how the working model changed over months
↓ alongside
System 5 · Relationship Memory + Emotional Intelligence
Knows everyone in your world — and never forgets the context that matters
Every customer, lead, partner, and stakeholder accumulates context over time. Communication style preferences, interaction history, implicit commitments, relationship dynamics — all retained so Diana never re-introduces anyone.
Builds after hire
🎯
Leads & prospects
Qualification history, interaction log, next steps
🤝
Customers
Deal context, preferences, relationship health
🔗
Partners
Context, agreements, relationship dynamics
💭
Communication style
How each person prefers to be spoken with
WHAT DIANA DOES
System 6 · Proactive Intelligence Network (PIN)
Diana watches specific signals — and briefs you before you ask
Event subscriptions, not cron polls. Diana watches domain-specific signals that actually matter for their function. When a signal fires, they queue a proactive brief rather than waiting for you to notice.
Always watching
Diana's 7 active watch patterns
WATCH
Health score dropping to yellow for any account >$50K ARR (intervention window before red)
WATCH
Champion departure at a strategic account (relationship transfer play within 14 days)
WATCH
Product adoption below 50% of licensed features 90 days post-onboarding (adoption campaign trigger)
WATCH
Renewal date <90 days with no renewal plan documented (late-stage risk)
WATCH
NPS detractor in any account currently in expansion discussion (fix relationship first)
WATCH
Ticket volume spike at an account (product frustration early signal)
WATCH
QBR attendance declining from previous quarter (engagement signal)
↓ acts through
System 7 · Action Layer — Trust Ladder
Four autonomy modes — capabilities earn trust, not time
Diana starts at Research Only. Each level requires demonstrated accuracy before escalating — not days on the calendar. You can also grant or revoke autonomy per-task type at any time.
Starts: Research Only
L1
●○○○
Research Only
Account health analysis and usage pattern researchStakeholder mapping and churn signal identificationNRR trend analysis and cohort benchmarkingExpansion opportunity identification from usage data
L2
●●○○
Draft for Approval
QBR decks and renewal proposalsExpansion discovery plans and account briefsIntervention playbooks for at-risk accountsOnboarding program design
L3
●●●○
Act with Notification
Proactive check-in outreach (from pre-approved playbook)Onboarding sequence trigger based on milestone completionHealth score alerts and watch-list updates
L4
●●●●
Fully Autonomous
None by default — owner unlocks specific task types after track record is demonstrated
↓ follows through via
System 8 · Meeting Intelligence Loop
Pre-brief → live notes → action items owned to completion
The gap no competitor fills. Most AI tools stop at the meeting. Diana briefs you before, captures decisions during, extracts action items after, and follows each item to completion — no decisions lost, no follow-through broken.
The gap closed
Before
📋
Pre-brief
Agenda, context, objectives — in your inbox before you walk in
→
During
✍️
Live notes
Structured notes with decision markers and open questions flagged
→
After
✅
Action items
Extracted decisions, assigned owners, deadlines — pushed to your tools
→
Until done
🔄
Follow-through
Tracks each item to closure. Flags stalled items before they become forgotten commitments
HOW DIANA GROWS
System 9 · Outcome Attribution
Tracks what worked, what failed, and why — so mistakes don't repeat
Diana owns their KPIs. Every outcome — good or bad — feeds back into their judgment. Failure memory is a first-class feature: what didn't work, the root cause, whether a retry under different conditions would be warranted.
Self-reporting
Diana's 6 owned KPIs
KPI
Net Revenue Retention (NRR) by cohort and by segment (primary)
KPI
Gross Revenue Retention (GRR) — churn prevention effectiveness
KPI
Onboarding completion rate (% hitting all milestones within 30 days)
KPI
Time-to-first-value (days from signup to core value moment)
KPI
Expansion pipeline generated from existing accounts
KPI
QBR completion rate by segment
↓ shared across
System 10 · Cross-Employee Cortex (CEC)
Persistent shared intelligence across every employee you hire
When Diana discovers something that changes how the business should operate, that organizational intelligence is available to every other employee — without a meeting, without a memo, without anyone remembering to tell anyone.
Grows with team
🧠
Shared org memory
What the business knows — not what one employee knows
🤝
Handoff intelligence
Pipeline context passed automatically to the next employee who needs it
⚡
No duplicate work
Research done once is available to all employees on the team
📡
Team-aware decisions
Each employee knows what the rest of the team is working on
Interview Diana — free, right now
No account needed. Ask anything. See exactly how they think before you hire.
Diana is live — interview or hire
Hi! I'm **Diana**, your Customer Success Manager Stuntwoman. Onboards customers, drives adoption, and converts renewals into expansions. Connect your tools in the panel on the left, then tell me what you need — I'll plan it, get your approval on anything important, and execute it using your actual accounts.
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