graph8 for 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).

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.

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.

Fig 2.1 — Past_due filter applied. 7 of your customers in failed-payment state.

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

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.”

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.

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).

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.”

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)

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.

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.

Fig 5.4 — /agents. 8 agents total — Graph8 Support Agent (CSM, Active) handles customer-support inbound. SDR + AE + Twin agents handle the upstream funnel.

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.

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Generated 2026-05-20 against app.graph8.com (org your org). Surface state verified live before publication