Customer Success
Customer Success is the analyst that watches every relationship across your firm's book so your IR reps and wholesalers don't have to. It reads the signals around each advisor, wholesaling account, and LP relationship, then surfaces who has gone quiet, whose engagement is trending down, and where there is room to deepen the relationship. The findings land directly with the person who owns that relationship.
The agent stays internal. It never writes to an advisor, a gatekeeper, or an LP, and it never composes outbound text. When a relationship calls for a real message, Customer Success hands the request to the Account Assistant (or to the Sales Assistant when the right next step is a sales-side touch), which prepares a draft for the relationship owner to review and approve.
Your reps stay focused on live conversations. Customer Success watches the temperature of each relationship in the background and raises a hand when something needs attention.
What It Does
Customer Success answers the questions that are easy to miss when distribution is busy: which advisor on the platform has not been heard from in two weeks, whose tone has cooled ahead of a renewal window, which LP relationship is drifting, which wholesaling account is quietly hinting at a larger allocation. It tracks these patterns across the full book at once, not one relationship at a time.
Every card it posts is grounded in concrete data: days since last contact, signal volume over the past 28 days, sentiment direction from recent messages. It does not speculate. If the data does not support a conclusion, it does not draw one.
Key Capabilities
| Capability | What it gives you |
|---|---|
| Churn risk list | Relationships with no recent contact, sorted oldest-first, with exact days since last touch |
| Quiet contact list | Relationships whose contact has dropped below a normal cadence, with signal counts for context |
| Book of business overview | A per-relationship table showing 28-day signal volume and days since last touch, color-coded by health |
| Expansion signal detection | Reads recent inbound messages for language that suggests a larger allocation, a new mandate, or an adjacent need |
| Sentiment tracking | Watches tone across recent messages and surfaces negative drift before it hardens into a problem |
| Per-relationship health card | A focused read on a single advisor, wholesaling account, or LP, with recent activity and any flags that apply |
What Requires Your Attention
Customer Success is a read-and-surface agent. It does not contact an advisor, an LP, or anyone else on its own, and it does not push messages out.
When it identifies a situation that warrants a relationship-facing message (a check-in is overdue, a concern is being missed, an expansion conversation makes sense), it posts an internal card to the owning rep with a Draft this button. Pressing that button asks the Account Assistant or the Sales Assistant to prepare a draft in the rep's voice. The rep then reviews and approves before anything is sent.
Nothing reaches an advisor, a wholesaler, or an LP without a human making that call.
Who It's For
- IR reps and wholesalers: receive a direct alert when a covered relationship needs attention, with a one-click path to a draft
- Heads of distribution and IR leads: get a live read on relationship health across the whole book and spot systemic patterns
- Fund operations and sales support: use the book of business overview to see workload distribution and flag accounts that need coverage