Customer Success Agent — Enterprise

The Customer Success agent is Enterprise-only. Pro tier users see the agent in the marketing site but cannot run it. Below is what makes the Enterprise CSM different from a generic AI sales assistant.

What it does

The CSM agent watches every prospect through their lifecycle (lead → contacted → qualified → proposal → won/lost → expand) and surfaces specific, time-bound, actionable next-best-actions. Not generic advice — actions grounded in your real CRM data, your recent catalyst signals, and your org's uploaded Brain content.

Brand-training

When you upload Sales SOP, voice/tone, deliverable templates, and procedures to Brain, the CSM agent automatically pulls those documents into every recommendation it generates. You don't configure anything per-agent — the upload is the configuration.

What this means in practice:

• Recommendations follow your SOP. "Send the proposal" becomes "Send the Tier-1 proposal template (per your SOP §3) within 48h of the qualification call."
• Drafts match your voice. Email scripts the agent generates use phrasing patterns from your voice/tone exemplars instead of generic LLM English.
• Deliverables match your style. When the agent writes an account brief or post-mortem, the structure follows your uploaded deliverable templates.
• Citations are explicit. Every recommendation can cite the Brain document that informed it ("Per your Sales SOP §3.2…"). This is how you build admin trust that the agent is actually using your content.

What's auto-fired

The CSM agent runs automatically on:

• prospect.created — first-touch angle suggestion based on title + company
• prospect.stage_changed — comment on the move + next concrete step
• signal.fired (catalyst hit) — drafts a touch leveraging the new signal
• 6-hour cron sweep — surfaces every prospect with no activity in 7+ days

You can also run it manually for any prospect via POST /api/agent/csm/run with {prospect_id}. Each manual call charges 5 usage units (task_type='csm_suggestion', Enterprise-only).

Coverage analytics

/admin/brain-coverage (admin-only) shows you which Brain documents your team's CSM agent has been citing in the last 30 days. Use this to identify:

• Documents getting heavy use (good — keep them current)
• Documents at zero citations (candidate to archive or recategorize)
• New uploads that aren't being picked up (might need a recategorize)

What's NOT in the CSM agent v1

• Custom fonts and brand-rendered deliverable PDFs — v1 stores fonts and logos in Brain assets, but doesn't yet render outputs that use them. v1.1 wires the deliverable rendering pipeline.
• Custom wireframing services — these are professional services delivered during onboarding, not a product feature.
• Org-wide goal tracking — the CSM is single-prospect-focused; team-level goal tracking is a v1.x roadmap item.

See also

• How Brain shapes every agent
• Brain document categories