# graph8 for CSM > graph8 field guide for CSM. Live URLs, real surfaces, screenshots from a public-data showcase tenant. Source: https://docs.graph8.com/roles/csm/ *A field guide for Customer Success Manager. Live URLs, real surfaces. Screenshots captured from a showcase tenant with public-company data only.* ## The five things to use today ### 01. Your book of business — Customers, Trials, Churned *The Revenue dropdown is the CSM nav. The full lifecycle is here: Customers (active paying) → Trials (about to pay) → Churned (already lost). Open it every morning sorted by MRR descending.* **Open it at** - `app.graph8.com/deals/l/customers` — paying customers (active book of business) - `/deals/l/trials` — companies trialing (your conversion pipeline) - `/deals/l/churned` — ex-customers (post-mortem + win-back candidates) - Revenue dropdown in top nav also has: Suspects · Leads · Products · Quotes · Deals · Leaderboard · My Desk Live today: **your paying customers** sorted by MRR. Top of the book: *a paying customer $8.9K · your account $4.0K · a paying customer $2.5K (past_due) · a paying customer $2.5K · a paying customer $2.5K · a paying customer $2.5K · a paying customer $2.5K · a paying customer $2.4K · a paying customer $1.5K · a paying customer $499 (past_due)*. ![Customers list at /deals/l/customers sorted by MRR descending showing your paying customers](../../../../assets/roles/csm/1-customers-mrr.webp) ***Fig 1.1** — `/deals/l/customers`. Columns: Company · Domain · Status · MRR · Plan · Subscription · Customer Since · Owner · Stakeholders · Deals · Deal value. Sort MRR desc and your top 10 accounts is your morning call-list.* > **Tip: Try this now** > **Try this now.** Open `/deals/l/customers`, sort by MRR desc, look at *Last Activity* on your top 10. Anyone you haven't touched in 30+ days = highest-leverage call this week. ### 02. Catch churn risk before it lands — Past_due filter *Subscription status filter slices the book to past_due only. Today: 7 of your customers (17%) are past_due — that's your "call before they cancel" list.* **Open it at** - `/deals/l/customers` → filter **Subscription = past_due** Past_due customers live today (verified): *a paying customer $2.5K · a paying customer $2.5K · a paying customer $2.0K · a paying customer $2.0K · a paying customer $2.0K · a paying customer $2.0K · a paying customer $499*. That's **$13.5K of recurring revenue at immediate risk**. ![Customers filtered to past_due showing 7 customers at risk](../../../../assets/roles/csm/2-past-due.webp) ***Fig 2.1** — Past_due filter applied. 7 of your customers in failed-payment state.* > **Tip: Try this now** > **Try this now.** Filter `/deals/l/customers` by *Subscription = past_due*. Open each customer one at a time, look at the Customer Health right rail (next section), call or email the primary contact today. A past_due tells you Stripe couldn't charge — usually a card expired, not intent to cancel. ### 03. The customer detail page — Health, Risk Signals, Expansion Levers *Every customer record has an opinionated Health view: MRR/ARR up top, a Critical/Warning/Healthy score, automatic risk signals, expansion levers based on usage. **This is the CSM killer feature.*** **Open it at** - Click any customer in `/deals/l/customers` → lands on the detail page - Tabs: *Overview · Data · Notes · Tasks · Deal Room · Activity · Contacts · Sites Visited · Jobs · Next Steps* ![your account customer detail showing MRR $4000, ARR $48000, Health Critical Score 0, Risk signals, Expansion levers](../../../../assets/roles/csm/3-customer-detail.webp) ***Fig 3.1** — your account customer detail (live). The right rail is the CSM's panic-button: a Critical health badge + Risk + Expansion grid.* live example — your account, captured 2026-05-20 MRR · ARR$4,000 · $48,000 PlanGTM POD Tenure1 month Customer HealthCritical · Score 0 Engagement counters0 / 0 / 0 / 0 / 0 Risk signal"No meeting on record" Expansion lever"Credits exhausted: 0" Contacts on file2 (BytePlus Pte. Ltd., a contact) The Health card auto-generates: Critical when engagement counters are 0 + no recent meeting, Healthy when sequence-reply + meeting cadence is normal, Warning in between. Risk signals + expansion levers are evidence-backed — you don't have to interpret a number, the system says "Schedule a meeting, this customer has no QBR on record." > **Tip: Try this now** > **Try this now.** Open your account (or any Critical-health customer). The right rail tells you exactly what to do: book a meeting. Click *Next Steps* tab, add a task. Click *Activity* to log the call when it happens. The Health card refreshes within a day. ### 04. Bird's-eye view — Account Health Comparison + Cross-Account Drift *When you don't have time to open 41 customer detail pages, the reports surface gives you a single view of which accounts are drifting + which are healthy.* **Open it at** - `app.graph8.com/reports` → *Account Health Comparison* - `/reports?report=a15` → *Idle / Stalled* (sister report under Cross-Account Drift) - `/analytics/acquisition` → channel breakdown for the marketing site (where your customers came from) The Account Health Comparison shows **your workspaces · your reply rate**. ![Account Health Comparison report showing your workspaces, your reply rate, and per-workspace outbound volume chart](../../../../assets/roles/csm/4-customer-visitors.webp) ***Fig 4.1** — `/reports` Account Health Comparison. Per-workspace outbound volume — a customer doing low volume is either underutilizing graph8 (churn risk) or doing inbound-only (different story).* ![Acquisition channels at /analytics/acquisition showing Direct 90.6%, Organic 4.7%, Referral 4.4% with your monthly users](../../../../assets/roles/csm/5-inbox-customer.webp) ***Fig 4.2** — `/analytics/acquisition` last 30 days. **your monthly users · your monthly sessions · your engagement rate.** Useful CSM context: when a customer asks "how do I get more inbound?", point at this and the answer is "Direct (brand) + Organic Search."* > **Tip: Try this now** > **Try this now.** Open `/reports` → Account Health Comparison. Anyone in the bottom quartile of outbound volume is your "are they actually using graph8?" call. Open the Cross-Account Drift sister report for stalled accounts that USED to be active. ### 05. The CSM toolkit — Visitors · Inbox · Copilot · Support Agent *Four shared surfaces that all four roles use, with CSM-specific framing: which customers are on the site right now, what did they reply, what does the copilot know, and the dedicated Graph8 Support Agent.* **Open it at** - `/visitors?tab=companies` — site visitors (no native "is-customer" filter yet) - `/inbox/email` — replies + sentiment (no native "from-customer" filter yet) - Copilot sparkle icon top-right — natural-language queries - `/agents` — Graph8 Support Agent (CSM role, shipped) ![Visitors at /visitors?tab=companies showing the identified companies including your account, Target, your account](../../../../assets/roles/csm/6-copilot-csm.webp) ***Fig 5.1** — Visitors. **the identified companies on the site** — but no filter to slice to "existing customers only." Manually scan for customer domains (e.g. *a paying customer.com*, *a paying customer.com*) — those are the highest-priority churn signals to act on.* ![Copilot response to Show me my customers with past_due subscriptions](../../../../assets/roles/csm/8-agents-csm.webp) ***Fig 5.3** — Copilot exchange (live). Honest result: *"I don't have a tool to query subscription billing data."* Suggests Stripe/Chargebee/CRM as workaround. **Use the past_due filter from use case 2 instead** — it's faster and authoritative.* ![Agents page at /agents showing Graph8 Support Agent with CSM role and 7 other agents](../../../../assets/roles/csm/9-attribution-csm.webp) ***Fig 5.4** — `/agents`. 8 agents total — **Graph8 Support Agent (CSM, Active)** handles customer-support inbound. SDR + AE + Twin agents handle the upstream funnel.* > **Tip: Try this now** > **Try this now.** Skim `/visitors?tab=companies` for customer domains in the visit log. Anyone hitting `/docs` or `/pricing` or competitor-comparison pages = either expansion intent (good) or shopping for alternatives (churn signal). Reach out same day. ## URL cheat-sheet | To do this | Go here | | --- | --- | | See paying customers (book of business) | `/deals/l/customers` | | Filter to past_due risk | `/deals/l/customers` · Subscription filter | | See trial accounts | `/deals/l/trials` | | See churned customers | `/deals/l/churned` | | Customer detail w/ Health + Risk + Expansion | Click any customer row | | Account Health Comparison report | `/reports` | | Idle / Stalled accounts (Cross-Account Drift) | `/reports?report=a15` | | Site visitors | `/visitors?tab=companies` | | AI Inbox (search by customer domain) | `/inbox/email` | | Graph8 Support Agent | `/agents` | | Acquisition channel breakdown | `/analytics/acquisition` | | Open Copilot anywhere | Sparkle · top-right | | Search the CRM | Cmd-K | ## Heads-up — known CSM gaps to work around > **Caution:** > **1. No customer-status filter on Visitors.** `/visitors?tab=companies` shows all 42 site visitors — but you can't filter "existing customers only." Workaround: keep a mental list of your top customer domains; scan visually each morning for hits. > > **2. No customer-source filter on Inbox.** `/inbox/email` doesn't have a "from-customer" toggle. Workaround: search by customer email domain to find reply threads. > > **3. No dedicated Revenue/Subscription/Billing tab on customer detail.** Stripe sync data (MRR, plan, next billing) lives in the right-rail Customer Health card on the Overview tab — not in its own tab. Tabs you DO have: *Overview · Data · Notes · Tasks · Deal Room · Activity · Contacts · Sites Visited · Jobs · Next Steps*. > > **4. Copilot can't query subscription state directly.** Asking "show me past_due customers" returns "I don't have a tool for that." Use the past_due filter in `/deals/l/customers` instead — it's the authoritative source anyway. > > **5. Only one CSM agent shipped — Graph8 Support Agent.** No phone/voice number assigned to it yet. SDR + AE + Twin agents (Ari, Din, Nick) exist alongside but those are upstream-funnel, not post-sale. --- Generated 2026-05-20 against `app.graph8.com` (org `your org`). Surface state verified live before publication