Mango CS FAQ
Answers to common setup and operating questions about Mango CS.
For what the app is and how to set it up from scratch, see the
Mango CS Overview.
Setup
Do I need Mango GTM to use Mango CS?
No. Mango CS can manage customer accounts from any source. The Mango GTM integration adds the AE-to-CSM handoff workflow and a shared account record, but it is not required. Some agent tools — contracts, meeting notes, and combined renewal-risk — only appear when the Contracts or AI Notepad apps are also enabled.
What do I need to configure before Mango CS starts working?
Enable the app from Admin → Apps → All Apps — that is the only hard prerequisite. Every feature (accounts, renewals, health score, success plans, implementation projects, growth, references, reviews) defaults to on except Team Workload, auto at-risk flagging and Lifecycle Stage Automation, which are off until you turn them on in Settings. Review tracking also needs at least one review link in Settings before any site appears — G2, Gartner Peer Insights or TrustRadius in their own fields, and any other site you use (Clearbox, a vertical review site) in the “Other review sites” box.
What happens when an AE marks a deal as won in Mango GTM?
The account opens on the Mango CS side in Onboarding stage and a handoff checklist is created in Pending state. The AE is prompted to fill in promised outcomes, champion, pain points, implementation scope, and special terms. Until the AE marks the checklist complete, the account stays in the pending-handoff queue visible to CSMs.
Permissions and access
Who is a Mango CS admin, and what extra capabilities do they get?
A Mango CS admin is anyone with the app-specific admin role for Mango CS, or any super admin. Admins can access Settings, Analytics, and Team Workload. They can also manage custom fields and contact roles, delete implementation projects, turn Onboarding and Success Plans on or off in the Success Center, share a project with a customer’s Success Center or stop sharing it (only a Mango CS admin can), delete other users’ Team Activity comments, import accounts with update capability, and view any CSM’s book on the dashboard.
Why can’t I edit an account I can see?
Any Mango CS user can view all accounts, but only the assigned AE or CSM on an account (or someone holding a co-owner role ticked under Settings → Team Workload) — or a Mango CS admin — can edit it. The same ownership rule applies to editing contacts, billing profiles, and tech stack items on that account. An admin can widen it under Settings → Permissions → Who can edit an account they don’t own? — to the account owner’s manager, or to groups you choose. If you need to edit an account you are not assigned to, ask an admin to reassign it or make the change for you.
Day-to-day
What drives the health score, and how often is it updated?
The health score is a composite 0–100 value from weighted components: product usage (30%), CSM engagement (10%), contact sentiment (15%), and contract/renewal risk (30%) — read from the account’s subscription, or from the renewal date set on the account when no subscription is linked (a date that passed more than 60 days ago is treated as out of date and skipped). 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 components share its weight (Settings → Health Score Model shows it greyed out when that is the case). A component with no data is skipped and the rest are re-weighted. Sentiment prefers real NPS or CSAT survey responses when the Surveys app is enabled; otherwise it uses the ratio of champion to detractor contacts. The score is recalculated and saved once per day for every non-churned account.
How does the auto at-risk flag work?
Auto at-risk flagging is off by default. When you turn it on in Settings → Health Score Automation and set a threshold (default 50), any account in Active, Renewal, or Expanding stage whose health score is at or below that threshold is automatically flagged At Risk during the nightly update — a score equal to the threshold is flagged. A flag the automation set is taken back once the score is 10 or more points above the threshold; a flag a person set, or one with reasons picked, is never cleared automatically. Turning the automation off leaves existing flags in place. The account’s CSM and AE receive an in-app notification (marked urgent) when an account is newly flagged. It needs Composite health score on: with scoring off, no account is scored, so nothing is flagged or cleared.
How does the renewal pipeline classify accounts?
Every account with a subscription renewing in the next 90 days (configurable) or with a CSM-curated renewal date in that window appears in the pipeline. Accounts are classified into four stages in priority order: Churning (cancelled or pending cancellation), At Risk (past-due payment, flagged at risk, or health score below 50), Expanding (stage set to Expanding), or On Track (everything else).
How are renewal reminders sent?
A daily job checks for annual subscriptions — and accounts with a renewal date entered by hand — whose renewal falls on a configured reminder threshold (a run missed by up to two days catches up). The default thresholds are 60 and 14 days before renewal. Each matching threshold emails the account’s CSM and AE, each according to their own Mango CS email preference; there is no in-app notification. Each reminder fires only once per threshold per renewal period. Clear the cadence in Settings → Renewal Cadence to switch reminders off.
How does a renewal proposal get generated?
Click Generate Renewal Proposal on a renewal entry. Mango CS creates a draft proposal with the configured uplift applied (default 5%). The quote basis is the current subscription rate if one exists, then the linked contract value, then the account’s annual contract value as a fallback. The proposal is valid for 30 days and runs through the same proposal-to-contract-to-e-sign flow used at first sale.
What are the outcome tracking modes in a Success Plan?
A Success Plan captures an account’s goals with measurable outcomes. Each outcome uses one of five tracking modes: Manual (you enter measurements by hand), Built-in (reads from the account’s health score components — overall, usage, support, sentiment, or contract risk), Engagement (reads from the customer tenant’s workspace — post view rate, message read rate, or weekly active users), API (external systems push values using the outcome’s auto-generated key), or Integration (pulls from a configured MCP connector). Non-manual outcomes sync automatically once per day.
What does “Catch me up” on Team Activity actually read?
Every activity a person logged across all accounts in the workspace within the window you pick (last 24 hours, 2 days, 5 days, or 30 days) — up to the 120 most recent. It deliberately ignores the filters the feed is showing, because the point is cross-team awareness: filtering the brief would quietly hide the teammate’s account you were meant to learn about. System events (handoff initiated, renewal reminder sent), project updates copied onto an account and saved Customer Briefs are left out, as they are in the feed. When it caps at 120 activities it says so.
Why does Catch me up say the brief was “generated 20 minutes ago”?
Briefs are cached for 30 minutes and shared by everyone in the workspace, so the whole team’s clicks cost one AI call rather than one each. Logging, editing, or deleting an activity clears the cache immediately, so a brief can never predate an activity it should have read. To force a fresh one before then, pick a different window.
Nobody logged anything, or the AI is down — what does the brief say?
The two are reported differently on purpose. A message that nothing was logged in the window means the window really was empty. A warning saying they “weren’t analysed” means the AI service didn’t answer — the activities exist and nothing has read them. It will never report a quiet week it didn’t actually verify. If your workspace’s AI usage limit has been reached, the card says that instead.
Who gets the weekly “Catch me up” email, and how do I turn it on?
It is off by default. An admin turns it on at Settings → Notifications → Email a weekly “Catch me up” digest. It goes out Monday mornings over the previous 7 days to everyone named on an account as CSM or AE, plus anyone who logged an activity that week — so an EAM or TAM working accounts they don’t formally own still receives it. It respects each person’s email notification preferences, and it is not sent at all if there were no activities or the AI didn’t answer. It is sent only while the Customer Success AI Agent, Team Activity and Account management are on.
Can the AI agent take actions on my accounts?
A few, and each one asks you to confirm first. It can log a call, meeting, email or note on an account — on other accounts too, like Also log to — and correct an activity you logged, with the same rules as Log activity and Edit (only the person who logged an activity, or a Mango CS admin, can change it). It can share an account, or one logged activity, to a channel, group or chat you can post to — the same link card as the Share button. Through the Success Center it can share a call recap with the customer, and send a customer a message and reply to one; for a Mango CS admin it can also send a Success Center invitation, set a contact’s Success Center access, and send or resend a group message. On an onboarding project it can post an update, move its stage, set its health, tick a plan task with what came of it, and assign its owner. Everything else it reads: at-risk accounts, the renewal pipeline, pending handoffs, expansion candidates, account health, the tech stack, use cases and growth items, account files, and the CS tasks you or the team owe. “My” questions (“which of my accounts are at risk?”, “my renewals”) cover the accounts you carry as CSM, AE or a co-owner role. All other changes — assigning an account’s CSM or AE, changing an account’s stage, flagging an account at risk, attaching files to an activity or removing one, completing a handoff, sending a renewal proposal, creating or closing a CS task — happen in the app, and the agent tells you where.
How do I log a call, meeting or note on an account?
Open the account and choose Log activity — on a computer or on the phone, where the account page has the same button and an activity’s screen has Edit. Pick the type (Call, Meeting, Email, Note, or a type your admin added), set when it happened — it defaults to now — and write what was discussed in the description. Pick the contact you spoke with if the account has contacts: the activity then shows “with” that contact beside “by” its author on the account’s Recent Activity card, in the Team Activity feed and on the phone. There is no duration field, so put the length of a call in the description. The activity appears on the account’s timeline and in the Team Activity feed. You can also tell the Ask AI agent — “log a call with Jane at Acme: they want 50 more seats” — and it logs it the same way once you confirm.
How do I log one activity on several accounts?
Add the other accounts under Also log to when you log it — a roundtable or a joint call, for example. It is one activity on each of those accounts: editing any copy (its text, type, date, contact or fields) changes every copy, and the edit form says “Saving changes this activity on N accounts.” Removing it from one account (⋮ → Remove activity) removes only that copy, and the confirmation names the other accounts it stays on. The Team Activity feed shows it once, on one card that names every account.
How do I see every activity with one contact?
On the account page, use the Contact filter on the Recent Activity card. It lists the account’s activities with the contact you pick; All contacts shows them all again. There is no separate contact page.
Can a meeting booked through Appointment Scheduler be shared with the customer?
Yes. A meeting booked through Appointment Scheduler appears on the account’s timeline and in the Team Activity feed labelled “Booked through Appointment Scheduler”, and its ⋮ menu has Share with customer, as a meeting you logged by hand does. That sends the customer a call recap in Success Center Messages.
Can I delete an account?
No — Mango CS keeps every account and its history. When a customer leaves, open the account, choose Edit, and set the Stage to Churned. A churned account drops out of the at-risk list, your book and expansion candidates (a renewal still in the window shows as Churning), and its activity, contracts and notes stay on file.
Where do I see all my tasks across every account?
The Tasks tab. It lists every customer-success task in the workspace with the customer on each row, and it opens on your team’s open work, soonest deadline first. The chips along the top are one-click filters — Open work, Overdue, Due this week, Assigned to me, Unassigned — and the filter bar narrows by customer, owner, status, deadline window, and priority. Before this tab existed the only cross-account view was the dashboard’s “My open tasks” card, which is capped at five and only ever showed open work.
Can I act on tasks from the Tasks tab, or only look at them?
Both. Tick the rows you want and the bulk bar appears: Reassign hands them to someone else, Mark complete closes them. That is what the cross-account list is for — a manager looking at nine overdue rows across six customers can clear them without opening nine tabs. Each row is still checked individually against your permissions, and the result tells you exactly what happened (“6 tasks completed, 2 already finished, 1 you don’t have permission to change”).
Creating a task is different — that still happens where the task’s context is (the Tasks card on an account, or “Create tasks” on a logged activity), so every task lands attached to the right customer and there is one place each one is authored. Click any task title to open it in the Tasks app for anything else.
Why did a bulk action skip some of the tasks I selected?
Because permissions are checked per task, using the same rules the Tasks app itself applies. To mark a task complete you must be its assignee, a Tasks or workspace admin, or the assignee’s manager. To reassign it you must be the person who created it, a workspace admin, or the assignee’s manager. Anything already finished is counted separately as “already finished”. The confirmation message accounts for every row you ticked, so the numbers always add up.
Why are some task titles on the Tasks tab not clickable?
Because you don’t have access to that particular task in the Tasks app, which admits the person it is assigned to, a Tasks or workspace admin, and the assignee’s manager. Rather than give you a link that bounces you back with “You do not have access to this task”, the row shows the title as plain text. You can still see the task, its customer, its owner and its deadline — just not open it.
What counts as a “CS task”?
Any task linked to an account, one of its success plans, one of that plan’s outcomes, or a logged activity on it. That covers everything created from the account page’s Tasks card, from “Create tasks” on an activity (those show the badge from activity), and by the automatic off-track and renewal-risk sweeps. Tasks from other apps — a shift checklist, a workspace to-do — are not CS tasks and don’t appear here, or in the dashboard’s “My open tasks” card.
The Tasks tab isn’t showing — where is it?
It needs two things: Account management on at Settings → Capabilities, and the Tasks app enabled for the workspace in Admin → Apps → All Apps. The Tasks app owns the underlying records, so with it switched off there is nothing to list. It has no setting of its own.
When something looks wrong
Why hasn’t my health score changed even though I just logged an activity?
The health score updates once per day in a nightly batch, not on every activity. An activity you log today will be reflected in tomorrow’s score. The CSM-engagement component (10% of the score) gives full credit for any touch in the last 7 days (the default), so a single recent activity already maximises that signal — the delay is in the snapshot, not the calculation. A touch is an activity a person logged (a meeting booked through Appointment Scheduler counts once its time has passed, unless it was cancelled, moved or missed), the team’s reply in Success Center Messages, or a project update shared with the customer. Internal-only project updates copied onto the account, the customer’s own posts, saved Customer Brief snapshots and system events do not count. Product usage is a separate component, read from the customer’s own workspace.
I turned on auto at-risk flagging — why aren’t any accounts getting flagged?
Four things to check. First, verify the threshold in Settings → Health Score Automation — it defaults to 50, and only accounts scoring at or below that value are flagged. Second, auto-flagging only applies to accounts in Active, Renewal, or Expanding stage; accounts in Prospect, Onboarding, or Churned stage are excluded. Third, an account that is already marked At Risk will not be flagged again. Fourth, Composite health score must be on in Settings → Capabilities — with it off, no account is scored.
Why can’t I generate a renewal proposal for this account?
Proposal generation requires at least one of: an active subscription on the account, a linked contract with a value, or an annual contract value entered on the account record. If none of these exist, there is no quote basis to apply the uplift to. The account also needs a billing contact. If Mango GTM is not enabled, the proposal pipeline is unavailable entirely.
References, reviews, and expansion
How do reference tracking and the fatigue window work?
The reference finder lists contacts who are marked willing to provide a reference and have given consent. Results are sorted healthiest account first, then least-recently-called first to spread the load. When you log a reference call, the contact’s call count and last-called date are updated. A fatigue warning appears if the contact was called within the fatigue window (default 90 days, configurable in Settings). Logging a call can also create a follow-up task for the CSM with a charity donation reminder, if you have configured a reference incentive amount.
Which review sites are supported?
Any site you use. Three ship with their own Settings field — G2, Gartner Peer Insights, and TrustRadius — and each appears once you paste its submission link. Everything else goes in Settings → Advocacy → Other review sites, one per line as Name | link (for example Clearbox | https://…), so an analyst report or a vertical review site you engage with later needs no code change. Add | no-incentives after the link for a site that forbids vendor incentives; Gartner Peer Insights carries that rule built in, and the app never implies an incentive there. Review requests to the same contact respect the review fatigue window (default 90 days, configurable separately from reference fatigue).
How does expansion candidate detection work?
Two signals, either of which qualifies an account. First: a healthy account (health score 75 or above) renewing in 30–90 days, by its subscription or by the renewal date set on the account — near-renewal and doing well. Second: a customer account with at least one champion contact but no logged activity in the last 30 days — a dormant champion worth re-engaging. Churned accounts and prospects are never candidates. When you ask the Ask AI agent for expansion candidates, it names the signal behind each one. The Expansion feature toggle must be on in Settings.
Team Workload
What does the Load Index measure, and what counts as Overloaded?
The Load Index is a weighted composite of seven signals: revenue under management, active accounts, at-risk accounts, renewals in the next 90 days, open tasks, accounts in the Onboarding stage, and active implementation projects (a project counts once it moves out of Pipeline, and until it is Closed). Each signal is measured against a capacity baseline — for example, the default active-accounts baseline is 40 per CSM. A Load Index of 1.0 means the CSM is at exactly 100% of capacity. The four bands are Headroom (below 0.70), Balanced (0.70–0.99), Stretched (1.00–1.29), and Overloaded (1.30 or above). With Workload alerts on (Settings → Notifications, off by default), the group chosen under “Send Team Workload notices to this group” (its members who are Mango CS admins), else every Mango CS admin, receives a notification when a CSM newly crosses into Overloaded. Team Workload is off by default and visible only to admins.
Licensing and limits
Does Mango CS require a license?
Yes. Mango CS requires a license and is opt-in per tenant. The license is granted through your MangoApps account team, and an administrator then enables the app from Admin → Apps → All Apps.
What are the limits and defaults I should know about?
| Item | Default | Range or cap |
|---|---|---|
| Health score | 0–100 composite | Updated daily; shows Not enough data when no component has data |
| Health score weights | Usage 30%, CSM engagement 10%, Support 15% (where connected), Sentiment 15%, Contract risk 30% | Configurable under Settings → Health Score Model |
| Auto at-risk threshold | 50 | 0–100 (configurable); a score at or below it is flagged |
| Renewal reminder cadence | 60, 14 days | Configurable (comma-separated, up to 6); blank switches reminders off |
| Default renewal uplift | 5% | Configurable per tenant or per quote |
| Reference fatigue window | 90 days | Configurable |
| Review fatigue window | 90 days | Configurable (separate from reference) |
| Reference incentive amount | Blank (off) | Configurable; blank or 0 means no incentive |
| CSM capacity range | 100% default | 1–200% per CSM |
| Workload — Overloaded threshold | Load Index 1.30 | Fixed |
| Account name | — | Max 255 characters, unique per tenant |
| Handoff checklist text fields | — | Max 5,000 characters each |
| Success Plan outcomes target value | — | Decimal with 4 decimal places |
| AI-drafted plan | — | Up to 4 goals, each with up to 3 outcomes |
| Tech stack file attachment | — | Max 100 MB per file |
| Analytics windows | 30, 60, 90 days | Also 180 and 365 for some metrics |
| Catch me up windows | 2 days | 1, 2, 5, or 30 days |
| Catch me up activities read | Up to 120 most recent | Says so when it caps |
| Catch me up cache | 30 minutes | Cleared when an activity changes |
| Weekly digest | Off | Mondays, over the last 7 days |
More help
- Mango CS Overview
- Ask AI — the assistant answers Mango CS questions from these articles.