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
- Go to Apps → Mango CS → Settings.
- 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.
- 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.
- 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.
- 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 tasks.
- 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.
- 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%). CSM engagement counts the activities people logged, the team’s replies in Success Center Messages, project updates shared with the customer, and the team’s work on the account’s implementation projects that the customer is shown (a task ticked or a milestone completed on a shared milestone, a shared document, a comment the customer can read, a form reviewed) — not internal-only milestone work, internal-only project updates copied onto the account, the customer’s own posts, saved Customer Brief snapshots or system events. 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. An account can have more than one active plan when their periods don’t overlap — next year’s plan beside this year’s — but two active plans can’t cover the same months, and an ongoing plan covers them all. Duplicate on a plan copies it into the next period and keeps the original active beside it unless you choose to archive it — a copy of an ongoing plan is ongoing too, so the original is archived to make room. 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 plan starts not shared, and says so on its page, in the plans list and on the account: a Mango CS admin shares it with the account’s connected workspace (Share with … on the plan page, or the switch in Edit). The customer then sees it, with only the goals and outcomes you mark to share, in their Success Center once Success Plans is turned on there and their administrators have accepted your connection.
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.
Activities — A call, meeting, email, note, reference call or review request a person logs on an account with Log activity, on a computer or on the phone (where an activity’s screen also has Edit). Each one shows “by” its author and, when a contact was picked, “with” that contact — on the account’s Recent Activity card, in the Team Activity feed and on the phone. The card’s Contact filter lists the account’s activities with one contact (All contacts shows them all); there is no separate contact page. An activity logged on several accounts with Also log to is one activity: editing any copy changes every copy, and removing it from one account removes only that copy. A meeting booked through Appointment Scheduler is labelled “Booked through Appointment Scheduler”. A logged call or meeting — a booked meeting too — can be shared with the customer as a call recap in Success Center Messages (⋮ → Share with customer). A project update copied onto the account and a saved Customer Brief also sit on the account’s timeline, but neither is an activity the team logged.
Team Activity — A cross-account feed of the activities people log, 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 leaves out system events, project updates copied onto an account and saved Customer Briefs. An activity logged on several accounts shows once, on one card that names every account.
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 activity 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 activity 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 activity (the task then shows the badge from activity), 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 activity 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 (its Linked to column reads “Logged activity” for a task made from an activity). 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, tasks, documents, and forms for the customer to fill in (a form from Forms, asked for on a customer task in the plan: the task’s owner is emailed, and the task is done when they submit it). 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), and its History tab lists what changed on it — stage moves and milestones — on your side and in the customer’s Success Center. Showing projects in the Success Center is one switch for all of your projects (Onboarding on the Success Center card in Settings, also in the Implementation menu), not one per project; a new project starts not shared, so you can build its plan first: it is shown in the customer’s Success Center once a Mango CS admin shares it with their workspace (Share with … on the project page) and their administrators have accepted your connection. Each person at the customer sees the projects they are added to as a customer contact — or all of yours, when you give them Success Center access from the account — and their administrators see them all. Stop sharing takes a project off their Success Center; Archive keeps it there to read, closed; a Mango CS admin can Delete a project and everything in it. Anyone who uses Mango CS can send the welcome, go-live and feedback-request emails from a project’s More actions (each at most once an hour). The project’s Settings tab lists every email the project sends the customer’s contacts (Customer emails) — what each one sends, and whether it arrives at once, in a once-a-day Daily Digest, or not at all; each contact can change their own on the Notifications tab of their Success Center. Reusable plan templates can be created and applied to new projects.
Messages — Success Center Messages are conversations between your team and people at a connected customer: they write from their Success Center, and your team answers from the team inbox (Messages). The inbox opens on My accounts — the accounts you carry as CSM, backup CSM or AE, and the messages you are in or were mentioned in — or shows All customers; its Unread and Waiting on us tabs (the customer said the last thing, and nobody on your team has answered) each count what they list. The conversations on your implementation projects and success plans are listed among the messages, by their latest activity. When a customer’s message needs no answer — a thank-you, a question settled on a call — No reply needed in the message’s ⋮ menu takes it off Waiting on us for everyone on your team without writing to the customer; only your team sees who marked it, it waits again when the customer writes again, and Mark as waiting on us again puts it back. An internal note on a message is seen only by your team. A customer’s new message goes to the account’s CSM — the backup CSM while the CSM is on approved leave, or when there is no CSM — else the AE, else the people chosen under Who answers accounts with no one assigned (left empty, the Mango CS admins). A Mango CS admin can send one announcement to many customers from Group messages: each customer gets a private copy, and a reply opens a private message with that account’s team unless replies are closed. Each person at the customer chooses how they are emailed about your messages — Right away (the default), Once a day or Never — and their bell always rings. Messages need Onboarding or Success Plans turned on in the Success Center, and Account management on.
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 — an account’s active plans can’t cover the same months, so give each its own year or month range. 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 tasks. As the onboarding progresses, move the project through its stages and update its health status. Within each milestone, tick tasks done, upload documents, and ask for a form from Forms on a customer task (Ask for a form on the Forms tab). When the plan is ready, a Mango CS admin shares the project with the customer’s workspace from the project page. An admin turns Onboarding on in the Success Center for all projects at once; anyone who uses Mango CS can send the welcome or go-live email from More actions. The customer sees a project once it is shared with their workspace and their administrators accept the connection.
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. Each logged ask is Requested, Posted or Declined: when the review goes live, Went live? Log it marks that ask Posted; when the person says no, Edit marks it Declined, which keeps the ask on record so they are not suggested again until the review fatigue window has passed. Delete entry is for an ask logged by mistake — it gives the person’s window back.
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, the call-recap Draft with AI, 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 an activity 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 the group chosen under “Send Team Workload notices to this group” (its members who are Mango CS admins), else every Mango CS admin, when a CSM newly crosses into Overloaded (only while Team Workload is on) |
| Success Center — Onboarding | Settings → Success Center | Off | Shows your implementation projects to each linked customer in their Success Center |
| Success Center — Success Plans | Settings → Success Center | Off | Shows shared Success Plans to each linked customer in their Success Center |
| Success Center Messages | Settings → Success Center | On | Lets customers message your team from their Success Center and shows your team inbox; off hides Messages on both sides. Runs only while Account management is on and Onboarding or Success Plans is on there |
| Company name your customers see | Settings → Success Center | Blank (your workspace name) | The company name your customers read in their Success Center, its Home card and its emails |
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 looks 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. It can also change a few things, each after you confirm: log or correct an activity; share an account or an activity; share a call recap with the customer; send and reply to Success Center messages; post an update on an onboarding project, move its stage, set its health, tick a plan task with what came of it, and assign its owner; and, for a Mango CS admin, send a Success Center invitation, set a contact’s Success Center access, and send or resend a group message. Account owners, account stage and the at-risk flag stay a CSM’s to change, in the app.