Customer Success
Your CSMs prepare each check-in from the customer's journey.
Each customer has their journey, built around their promised results. Your CSMs find where the plan stands there, and the customer follows it in their portal.
7-day free trial.
What changes for you
Today
You: you don't know whether your teams' work leads to the result your customer bought.
Your CSMs: the day before each check-in, they reopen the CRM, Slack, email and the spreadsheet to find out where this customer stands.
Your customer: they don't know where they stand, or what is expected of them.
With Sekential
You: you see, for each customer, where their promised results stand, and their journey's delays.
Your CSMs: they open Sekential on their next steps, sorted by deadline, and find where the plan stands in each journey.
Your customer: they see in their portal where they stand and what is theirs to do.
The day before each customer check-in
Today
Before each check-in, you have to piece together where the customer stands, tool by tool.
The check-in is prepared from the customer's journey.
Their results and their target, the overdue steps, what is the customer's to do and their latest exchanges are in the same place. The check-in starts with what needs deciding with them.
What you gain: your CSMs arrive at the check-in knowing what to decide.
The AI Teammates: each CSM's Personal Agent prepares the check-in the day before; what it prepares stays private to your CSM.
See the AI TeammatesSoonWhere to look this week
Today
A journey that slips is discovered at the next check-in, sometimes through the customer.
You know which customers to look at this week.
Journey weather follows a written rule, based on overdue steps, upcoming deadlines and paused journeys. Open steps are sorted by deadline.
What you gain: you see a journey falling behind before the customer tells you.
The AI Teammates: Journey Agents follow the journey and alert your CSM as soon as an objective slips.
See the AI TeammatesSoonWhat you tell your leadership
Today
To answer your leadership, you rebuild a spreadsheet, customer by customer.
You show your leadership results, customer by customer.
The results board brings together those of all your customers, with their target and the value achieved. Your Internal Outcomes are attached to the journeys: you show what each customer's result brings to the company.
What you gain: your leadership sees what Customer Success delivers, in customer results.
The AI Teammates: the Business Outcome Agent breaks your Internal Outcomes down by CSM and by customer, and shows where the team stands.
See the AI TeammatesSoonThe CSM role is splitting in two. Sekential serves both roles.
The CS operating model has been rebuilt around AI. The CSM moves from relationship manager to outcome operator. Your AI Teammates cover the scaled motion. The role is splitting in two: the pirate moves fast with the client, the architect turns what works into your method.
AI-covered scaled motion. On every journey, your AI Teammates prepare each step and draft the message. Your CSM approves what goes to the client.
The pirate: relationship-focused jobs.
The CSM closest to the client. Tries and fixes fast. At every step, a Step Agent drafts the message and suggests what comes next; the CSM approves. What works stays in the client's journey.
The architect: strategic relationship owner, often your Head of CS.
Owns the strategy for each account. What worked becomes a step in your Playbooks, published by version for all your clients. Playbook Agents suggest the next version; the architect approves it. Soon
Questions from Customer Success teams
What the Personal Agent prepares
Weather and Business Outcome health
What your customer sees
Your current tools
Your customers signed for a result. Your CSMs finally have the plan to deliver it.
7-day free trial.