CS Intervention Workflows

Three tiers of response. Higher ACV means humans get involved sooner.

TIER 1
Amber
Moderate Risk
Automated first, human escalation after 7 days of silence. Best for SMB accounts.
  1. Day 1: Automated email
  2. Day 7: Personal CSM email
  3. Day 14: In-app message
  4. Day 30: Escalate to Red
Automation-first approach
TIER 2
Red
Critical Risk
Personal outreach within 24 hours. Escalation to AE or founder within 7 days.
  1. Day 1: Personal CSM email
  2. Day 3: Phone call
  3. Day 7: Escalate to AE/founder
  4. Day 14: Exit interview offer
Human-first, fast escalation
TIER 3
Enterprise
>$50K ARR
Skip automation entirely. Human phone call within 24 hours, executive escalation by day 3.
  1. Day 1: CSM phone call
  2. Day 3: VP CS escalation
  3. Day 7: CEO/Founder outreach
  4. Day 14: Executive review
Dedicated CSM, 1:20 ratio
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