← Back to site
The Optimization Engine

Automate the predictable.
Humanise the exceptional.

A Customer Success cockpit that turns your book of business into a prioritised, AI-augmented action system. Score health, run the right play, and build world-class prompts for your own AI assistant — all in your browser.

100% client-side — no logins, no servers Your data never leaves this device (NDPA-aligned) No AI keys — bring your own assistant
01PredictHealth Engine
→
02TriggerPlaybooks
→
03ActTasks + AI Studio
→
04LearnOutcomes
↺
Predict → Act

Today's cockpit

Your book, ranked by who needs you most right now — combining health, renewal proximity, recent signals and time since last contact. The maths is transparent and runs entirely on this device.

Who needs you today
Your book of business

Accounts

Add an account, rate its signals and document the outcomes the client is paying to achieve. The Health Engine combines them with your weights — outcome prognosis leads at 40% — into a transparent 0–100 score and a risk tier, then suggests the right play. Nothing here is sent anywhere.

Act — bring your own assistant

AI Studio

Build expert, copy-ready prompts for ChatGPT, Claude or Gemini. The Studio structures your facts into a world-class prompt with built-in anti-hallucination guardrails — it never calls a model and never invents customer data.

Your prompt

Choose a prompt type and click Build prompt. Your assembled prompt appears here, ready to copy.
Open ChatGPT ↗ Claude ↗ Gemini ↗
⚑
Golden rule: only paste customer data into approved, compliant tools. Use the anonymise toggle for anything sensitive. The assistant should be treated as a fast first draft — you verify before it reaches a customer.
Trigger → Act

Playbooks

Bottle your best CSM's judgement. Each play has a trigger, a step-by-step checklist, and a matching AI Studio prompt. Run a play against an account to drop its steps onto that account as tasks.

From capability to kit

The CS tool stack

The 2026 landscape, grouped by job, with free and paid options. Mark what you already run to see your stack take shape. Pricing and tiers shift — verify current plans before you commit.

Start-free stack

HubSpot Service Hub or Totango (free) + Mixpanel (free) + Google Forms + this Optimization Engine for health & prioritisation + a free AI assistant. Maturity beats spend — wire the basics together before you buy big.

From inspired to in-motion

Your 90-day optimisation plan

0%
plan complete

Nine moves across three phases. Tick them off as you go — progress is saved on this device. Don't try to do all nine at once; do the first box well and the rest follow.

Learn — the frameworks behind the engine

Field guide

The standards this cockpit is built on.

The metrics that earn CS a seat at the table
MetricWhat it tells leadershipHealthy benchmark
Net Revenue RetentionAre existing customers growing in value?≥ 100% · top tier 115–120%
Gross Revenue RetentionHow much revenue do we keep before expansion?85–90%+
Customer Health ScoreEarly warning of risk & expansion-readinessTrending up, multi-signal
Time-to-ValueHow fast do new customers reach first real win?As short as possible
Expansion %Share of growth from existing accountsRising quarter on quarter
An honest map of AI in Customer Success

What AI does brilliantly

  • Summarise calls, tickets & accounts into a meeting-ready brief
  • Draft QBR narratives, follow-ups & success-plan first drafts
  • Prioritise your day and surface patterns in usage data
  • Absorb repetitive coordination so you do the value work

What AI can't do for you

  • Build trust — that's earned between two people
  • Read the unsaid: politics, hesitation, the real blocker
  • Replace relationship pattern-recognition (it misses quiet churn)
  • Be accountable for the call — that stays with you
Three engagement models — blend by account value

High-touch

Enterprise / strategic. Named CSM, success plans, exec QBRs. Human time is the product.

Tech-touch

SMB / simpler products. Automation & self-service lead; humans step in by exception.

Digital-led

The default for everyone. Behavioural data + in-app guidance scale personal experiences.