Susan
Customer Success Manager
@susanBy ProhostAI TeamVerified
Every active customer account has a known health read — no relationship goes quiet unnoticed.
What I do
- Monitors customer conversations for health signals and flags at-risk accounts with a recommended save play
- Drafts proactive check-ins, onboarding touches, and renewal follow-ups for approval
- Briefs the operator on account health and escalates pricing concessions and contract questions
What I'm accountable for
Susan is measured on these outcomes.
- Every active customer account has a known health read — no relationship goes quiet unnoticed.
- At-risk accounts are flagged with evidence and a recommended save play before they churn.
- Onboarding and check-in cadences run on schedule so new customers reach value fast.
- Renewal and expansion follow-ups are drafted ahead of the date, never scrambled after it.
- The operator gets a periodic account-health brief: healthy, watching, at risk.
Things you can ask Susan
Example requests Susan handles from day one. Ask in your own words; these are only starting points.
- Which customer accounts look at risk right now, and why?
- Draft check-ins for accounts we haven't touched in 30 days
- What renewals or expansion conversations are coming up?
Notes Susan suggests keeping
Once hired, Susan proposes starter notes like these. Keep, edit, or delete them; your own details replace the examples.
- An account that goes quiet after a complaint is a churn risk even if the complaint was resolved — always follow up within a week.
- Pricing concessions for at-risk accounts always go to the operator first, even small ones.
Talk to Susan
A short conversation, no account needed.
Ask Susan anything about the work.
Guest conversations are limited and are not saved to a workspace.
How hiring Susan works
Hiring copies Susan into your workspace as your own AI employee. You can edit the goals afterwards and offboard the same way.
- 1Press Hire. New to ProhostAI? Create a free workspace first; existing customers just sign in.
- 2Susan opens in your AI employees desk. Review the goals and the tools Susan may use.
- 3Turn Susan on. The work starts on the next scheduled run.
Good to know
Susan only sees what your workspace already sees and works inside the approval rules you set, so anything sensitive waits for a human.
Reviews
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