Mango CS App Overview

Mango CS

1. What it is

Mango CS is the post-close customer success platform. It gives CSMs a single surface for account health, renewals, onboarding, success planning, and customer advocacy — from the moment a deal closes through every renewal cycle.

• Enablement: Mango CS requires a license and is opt-in per tenant. An administrator enables it from Admin → Apps → All Apps.
• What it is not: Mango CS owns everything after close. The pre-close motion — prospecting, demos, proposals, contracts — lives in Mango GTM. The two apps share the same account record, but each owns its own lifecycle stage.

2. Standing it up

1. Go to Apps → Mango CS → Settings.
2. Review the capability toggles. Most features are on by default (Account management, Contacts directory, Handoff checklist, Renewals, Success Plans, Implementation Projects, Growth, References, Reviews). Off by default, and turned on explicitly: Auto-flag accounts at risk, Lifecycle Stage Automation and Team Workload.
3. Create or import your first accounts. Go to Accounts and add accounts manually, or use Import to upload a CSV (up to 500 rows per import). Each account needs at least a name. Assign a CSM and an AE to each account so the dashboard and “My accounts” filters work.
4. Define your contact roles. The app ships four built-in roles — Champion, Economic Buyer, Technical Buyer, and Detractor. You can rename them or add custom roles under Settings → Custom Fields → Contact roles.
5. Set up your onboarding templates (optional). If you plan to use Implementation Projects, go to Plan Templates and create reusable milestone structures. When you create a new project, you can apply a template to pre-populate its milestones and checklist items.
6. Configure the renewal cadence (optional). In Settings → Renewal Cadence, set the uplift percentage and the reminder schedule. The defaults — 5% uplift, reminders at 60 and 14 days — work for most teams. Clear the reminder schedule to switch renewal reminders off.
7. Confirm it worked. Open the Dashboard. You should see your accounts in the “My Book” view and any at-risk or upcoming-renewal tiles populated.

If Mango GTM is also enabled, the two apps share the same account record. When a deal closes in Mango GTM, the account opens in Mango CS with a handoff checklist already in pending state. The handoff cannot be marked complete until the AE fills in the three required fields.

3. How it fits together

Accounts and lifecycle stages — Every customer is a single account record. Accounts move through six stages: Prospect → Onboarding → Active → Renewal → Expanding → Churned. A separate At Risk flag can be set at any stage — it is not a stage itself, so an account can be both Active and At Risk at the same time.

Example: “Acme Corp” is in the Active stage with a health score of 38 and the At Risk flag set. It appears on the dashboard’s at-risk worklist and on the renewals pipeline if its renewal date is within the selected window — the two signals are independent.

Health score — A composite 0–100 score computed nightly from weighted signals: product usage (30%), CSM engagement (10%), customer sentiment (15%), and contract risk (30%). A support-ticket load signal (15%) is part of the model but is not available to most workspaces — support tickets aren’t connected for them — so it is left out and the other signals share its weight; Settings → Health Score Model shows it greyed out when that is the case. An admin can change the weights under Settings → Health Score Model; a signal with no data is skipped and the others are re-weighted. When the Surveys app is enabled, sentiment comes from real NPS or CSAT responses; otherwise it falls back to the champion-to-detractor ratio among contacts. An account where no signal produced data shows Not enough data instead of a score — it is never given a made-up neutral number. An admin can turn on Auto-flag accounts at risk to set the At Risk flag automatically when the score is at or below a configurable threshold (default 50). It needs Composite health score on — with scoring off, nothing is flagged or cleared.

Handoff checklist — A one-per-account checklist that captures what the AE promised, the customer’s pain points, the implementation scope, and any special terms. When Mango GTM is enabled, the checklist opens automatically when a deal closes. It cannot be marked complete until the three required fields — Promised Outcomes, Pain Points, and Implementation Scope — are filled in. On completion, the account’s CSM and AE are notified (who is told is set under Settings → Notifications).

Renewals and Mango GTM — The renewal pipeline shows every account renewing within a selectable window (30, 60, or 90 days). Renewal dates come from two sources: subscription billing data and CSM-curated dates on the account. Each entry is classified into one of four stages: On Track, At Risk, Expanding, or Churning. Renewal reminders are emailed to the account’s CSM and AE at a configurable cadence (default 60 and 14 days before renewal). If Mango GTM is enabled, a CSM can generate a renewal proposal with a configurable uplift (default 5%, clamped to 0–50%) that flows through the same proposal-to-contract pipeline the AE used at first sale.

Success Plans — An account-level plan with nested goals and measurable outcomes. Each account can have one active plan at a time. Outcomes can be tracked manually, pushed via API, or auto-tracked nightly from health snapshots, linked-tenant engagement, or an MCP integration you configure in-app. A CSM can draft the plan structure with AI — the draft proposes up to 4 goals with up to 3 outcomes each for review before saving. Plans can be archived but not deleted. A customer-visible slice of the plan can be shared to the customer portal.

Growth — The opportunities you want to introduce to a customer — modules, apps, use cases and services engagements — recorded against the account. It is the mirror image of a Success Plan: the plan carries the customer’s goals, Growth carries yours. Each item has an opportunity, a category, a readiness (Immediate, Short term, Long term, or Not an opportunity) and a status (Active, Stalled, Implemented, Closed, plus any statuses your admin adds in Growth fields). A category naming SOW switches the item to statement-of-work next steps. Requirements and artifacts attach to the item (up to 100 MB per file). On an open item’s follow-up date the account’s CSM and AE get a reminder, and with Growth alerts on (Settings → Notifications) they are told when an item changes status. The Growth tab lists items across every account; the Opportunity and Category lists are set in Settings → Growth.

Tech Stack — The systems a customer already runs — identity provider, HRIS, service desk and so on — each recorded on the account with a category and where it sits in the customer’s own lifecycle (In use, Evaluating, Planned, Being replaced, or Retired). Supporting documents such as an architecture diagram attach to the entry (up to 100 MB per file). A system is added from its account; the Tech Stack tab lists every customer’s entries in one place, with CSV export and a bulk import. The category list can be replaced with your own under Settings → Custom Fields → Tech stack fields. The tab appears whenever Account management is on.

Contacts and contact roles — Each account has its own contacts. Every contact carries one or more role tags — the four built-in roles are Champion, Economic Buyer, Technical Buyer, and Detractor — plus any custom roles your admin defines. Role tags matter beyond labels: the health score’s sentiment component reads the champion-to-detractor ratio, and the reference finder surfaces champions who have consented to references. A cross-account Contacts directory lists every contact in one place, with CSV export.

Team Activity — A cross-account feed of all account activity in reverse chronological order. A CSM reading their own accounts sees each account’s timeline; Team Activity shows what teammates are doing on other accounts. Teammates can react and comment on entries. The feed defaults to 30 days and filters to human-authored activities, excluding system events.

Catch me up — The AI brief at the top of Team Activity. Pick a window (last 24 hours, 2 days, 5 days, or 30 days) and it reads every recap the team logged across all accounts in that period and returns a short summary, the topics that came up on more than one account, and anything that reads as time-sensitive — each linked to the accounts it came from. It reads the whole workspace rather than whatever filters the feed is showing, so a teammate’s account is never hidden from the summary. Briefs are cached for 30 minutes and shared by everyone in the workspace, and logging a new recap clears the cache so the next brief includes it. Requires the Customer Success AI Agent to be on. The same brief is available on the phone, and to the Ask AI agent — ask it “catch me up” or “what did I miss?”.

Tasks — Every customer-success task in one filterable list. CS tasks are created where their context lives — the Tasks card on an account, “Create tasks” on a logged update, and the automatic off-track and renewal-risk sweeps — and the Tasks tab is where you read them all back across the whole book. A task counts as a CS task when it is linked to an account, one of its success plans, one of that plan’s outcomes, or a logged update on it; the account it belongs to shows on every row whichever of those it came through. Filter by customer, owner (including Unassigned), status, deadline window, and priority, or use the one-click chips for Open work, Overdue, Due this week, Assigned to me, and Unassigned. The list defaults to open work; switch Status to Completed or All to see finished tasks — the account card and the dashboard only ever showed open ones. Search matches the task title, its description, and the customer name. The current filtered list exports to CSV. Tick rows to reassign them to someone else or mark them complete in one go — the one write this page carries, because acting on the set you just filtered is what a per-account page can’t offer. Creating a task still happens where its context is, so there is one place each task is authored. Requires the Tasks app to be enabled, since that app owns the underlying records.

Implementation Projects — Onboarding projects with milestones, checklist items, documents, and customer-facing forms. Projects move through stages: Pipeline → Kickoff → Setup → Training → Testing → Go-Live → Live → Blocked → Closed. Each project has a health status (On Track, At Risk, Blocked, Completed). The customer portal is one switch for all of your projects (Customer portal (all projects) in the Implementation menu), not one per project; a customer sees a project only once it is linked to their workspace and their administrators have accepted the link. Admins can also send welcome, go-live, and feedback-request emails (rate-limited to one per hour per type). Reusable plan templates can be created and applied to new projects.

References and Reviews (advocacy) — Two related surfaces for customer advocacy. References tracks contacts who are willing and have consented to give reference calls. A reference is a logged call — not a separate record — and the contact’s fatigue counter prevents over-asking within a configurable window (default 90 days). Reviews tracks review requests to G2, Gartner Peer Insights, TrustRadius, and any other review site you add in Settings. Both surfaces are delight-triggered: they surface candidates from accounts with strong health scores.

4. Running it

Reviewing your book

Open the Dashboard. The “My Book” view shows your assigned accounts with four tiles: total accounts, at-risk accounts, renewals within 90 days, and open tasks. Below the tiles, worklists show accounts needing attention — at-risk first (worst health score at the top), then upcoming renewals (soonest first). If the Tasks app is enabled, open tasks assigned to you also appear. If AI Notepad is enabled, recent meeting notes linked to your accounts are shown.

Anyone can switch to All Accounts using the book selector; app admins can also open another team member’s book. The selector groups team members by their owner role (CSM or AE).

Managing renewals

Go to Renewals. Choose a time window (30, 60, or 90 days). The pipeline groups accounts into stage tiles — On Track, At Risk, Expanding, Churning. Click Generate Renewal Proposal on an account to create a draft proposal with the configured uplift applied. The proposal opens in Mango GTM for editing and sending. Generating a proposal requires Mango GTM to be enabled — if it is not, the button is hidden and the action is blocked.

The entire pipeline can be exported to CSV. The Accounts filter bar (search, health, owner, firmographics) narrows both the table and the export together.

Working with Success Plans

Go to Success Plans. Create a plan for an account — each account can have one active plan at a time. Within a plan, add goals, then add measurable outcomes under each goal. Each outcome has a target value, a metric type (Percentage, Number, Currency, or Custom), and a direction (Higher is better or Lower is better).

To draft a plan with AI, click AI draft on the plan, optionally upload a source document (PDF, DOCX, TXT, or image), and review the proposed goals and outcomes before accepting. The AI proposes up to 4 goals with up to 3 outcomes each.

Outcomes can be auto-tracked: set the source to a health signal (e.g. usage score), linked-tenant engagement (e.g. weekly active users), or an external MCP integration. Auto-tracked outcomes sync nightly. On-track or off-track status is computed automatically by comparing the latest measurement to the target.

Running implementation projects

Go to Implementation. Create a project and link it to an account. Apply a plan template to populate milestones and checklist items. As the onboarding progresses, move the project through its stages and update its health status. Within each milestone, mark items complete, upload documents, and assign customer-facing forms. An admin can switch the customer portal on for all projects at once and send welcome or go-live emails; the customer sees a project once its workspace is linked and their administrators accept the link.

The Board view groups all active projects by stage for a Kanban-style overview.

Logging reference calls and review requests

Go to References to find reference-eligible contacts, filtered by industry, company size, account health, and topic. Contacts are sorted healthiest-first, least-recently-called-first to spread the load. Log a completed call from the drawer — this bumps the contact’s fatigue counter and optionally creates a follow-up task with the configured donation incentive.

Go to Reviews to see delight-triggered candidates — champions on accounts with a health score of 70 or above who haven’t been asked recently. The page tracks review requests to G2, Gartner Peer Insights, TrustRadius, and any other site you list in Settings → Advocacy → Other review sites (one per line, Name | link), with a per-site velocity readout for the last 90 days.

Managing team workload

Enable Team Workload in Settings. Go to Workload to see the Load Index for each CSM — a composite of seven weighted signals (revenue under management, active accounts, at-risk accounts, renewals in 90 days, open tasks, accounts in the Onboarding stage, and active implementation projects), each measured against a configurable capacity baseline. From here, an admin can reassign accounts between CSMs or adjust per-CSM capacity (1–200%). Named workload profiles let you apply different baselines and weights to different roles. Workload snapshots are computed nightly; an admin can opt in to alerts (Settings → Notifications → Workload alerts) when a CSM newly crosses into the Overloaded band.

Reviewing analytics

Go to Analytics (admin only). The page shows health distribution across the book, churn count and rate, current-book ARR, and account/renewal stage distribution. Choose a time window (30, 60, 90, 180, or 365 days). If Success Plans are enabled, a portfolio roll-up shows on-track percentage across all active plans, with a CSV export for QBR preparation.

5. Settings

Setting	Where	Default	What it changes
Customer Success AI Agent	Settings → Capabilities	On	Ask AI answers, the “Describe it and let AI fill the form” bar, Generate Briefing, the Success Plan AI draft, Catch me up (and its weekly digest), and task suggestions
Account management	Settings → Capabilities	On	Shows the Accounts tab and all account features
Contacts directory	Settings → Capabilities	On	Shows the cross-account Contacts tab
Team Activity feed	Settings → Capabilities	On	Shows the Team Activity tab (requires Account management)
Tasks	(no setting of its own)	On	The Tasks tab appears when Account management is on and the Tasks app is enabled in Admin → Apps → All Apps. A CS task belongs to an account, and the Tasks app owns the records, so there is no state where the tab is meaningful without both
Weekly “Catch me up” digest	Settings → Notifications	Off	Emails the AI catch-up brief every Monday, covering the previous 7 days, to everyone named on an account as CSM or AE plus anyone who logged a recap that week. Only while the Customer Success AI Agent, Team Activity and Account management are on
AE → CSM handoff checklist	Settings → Capabilities	On	Enables the handoff checklist on each account
Renewal pipeline + reminders	Settings → Capabilities	On	Shows the Renewals tab and sends reminder emails
Expansion signals	Settings → Capabilities	On	Enables expansion candidate detection
Composite health score	Settings → Capabilities	On	Enables health scoring and the health column on accounts
Implementation Projects	Settings → Capabilities	On	Shows the Implementation tab
Success Plans	Settings → Capabilities	On	Shows the Success Plans tab. Off also cancels the automatically created tasks still open, the next morning
Growth	Settings → Capabilities	On	Shows the Growth tab and sends growth follow-up reminders
Customer References	Settings → Capabilities	On	Shows the References tab
Online Reviews	Settings → Capabilities	On	Shows the Reviews tab
Auto-flag accounts at risk	Settings → Health Score Automation	Off	Automatically sets At Risk when the score is at or below the threshold, and takes its own flag back once the score is 10 or more points above it. Needs Composite health score on
Auto at-risk health threshold	Settings → Health Score Automation	50	Health score at or below which accounts are auto-flagged
Move accounts to the Renewal stage	Settings → Lifecycle Stage Automation	Off	Moves Active accounts to Renewal when their renewal falls within the window (default 90 days)
Default renewal uplift %	Settings → Renewal Cadence	5%	Applied to generated renewal proposals
Renewal reminder cadence	Settings → Renewal Cadence	60, 14 days	Days before renewal when the account’s CSM and AE are emailed (blank switches reminders off)
AE field label	Settings → Account Field Labels	AE	Renames the Account Executive field across the app
CSM field label	Settings → Account Field Labels	CSM	Renames the Customer Success Manager field across the app
Reference fatigue window	Settings → Advocacy	90 days	Days after a reference call during which the contact is flagged as recently called
Reference incentive	Settings → Advocacy	Blank (off)	Charity donation amount per reference call (blank or 0 means no incentive)
Review fatigue window	Settings → Advocacy	90 days	Days between review asks to the same contact
Team Workload	Settings → Team Workload	Off	Enables the Workload tab and Load Index view (admin only)
Workload alerts	Settings → Notifications	Off	Notifies Mango CS admins when a CSM newly crosses into Overloaded (only while Team Workload is on)
Customer Success Plans Portal	Settings	Off	Enables customer-facing access to shared Success Plans

6. More help

• Mango CS FAQ — specific setup and operating questions
• Ask AI — the assistant answers questions about Mango CS from these articles. The agent is read-only; it can look up at-risk accounts, the renewal pipeline, pending handoffs, and account health, and it links you to the account page, where Generate Briefing and the Success Plan AI draft live. State changes happen in the app, not from chat.