Customer Success & Renewals

How it works

The mechanics of this kit, plainly — what runs and when, where the data lands, and what you look at.

• Success sweep runs mondays · 9am and keeps the Accounts dashboard fresh. Mondays — reads what arrived since last week, moves last engagement forward, counts the silences, and names who has gone quiet.
• Renewal countdown runs every morning · 7.30am and keeps the Accounts dashboard fresh. Every morning — what renews in the next ninety days, and a card the day an account crosses 90, 60 or 30.
• What is captured lands in the Account book dataset, which lives at Data/Account Book in your vault — yours to open, search, and edit like any other file.
• What is captured lands in the Account plans dataset, which lives at Data/Account Plans in your vault — yours to open, search, and edit like any other file.
• What is captured lands in the Review questions dataset, which lives at Data/Review Questions in your vault — yours to open, search, and edit like any other file.
• What is captured lands in the Who's who dataset, which lives at Data/Account People in your vault — yours to open, search, and edit like any other file.
• The Accounts dashboard reads from the dataset and shows, at a glance: health · this account · renewing in the next 90 days · renewing in 90 days, by the health you set · accounts on record · arr on the book · arr at risk · account plans · questions for the review · gone quiet — longest silence first · by health · arr up for renewal, by month · account health · how this board works · every account.

The wiring, in one breath: Myrtle holds Account capture · Myrtle holds Renewal brief · Myrtle holds Account plan and review · Myrtle holds People at the account · Account capture writes to Account book · Success sweep writes to Account book · People at the account writes to Account book · Account plan and review writes to Account plans · Account plan and review writes to Review questions · People at the account writes to Who's who · Account book shown by Accounts · Account plans shown by Accounts · Review questions shown by Accounts · Accounts kept fresh by Success sweep · Accounts kept fresh by Renewal countdown · Success sweep run by Myrtle · Renewal countdown run by Myrtle.

Getting the most from it

A kit earns its place when it changes what you look at and what you say, not when it is installed. This is the rhythm that makes it pay.

• Read Renewing in the next 90 days first thing — the countdown redraws it every morning, highest value first, with the health you set and how long since there was contact. It is the one panel that tells you what to do today, and nothing on it is a prediction: it is a list of dates and a count of days.
• Set a health the moment you have a view, and change it the moment that view changes — "Fabrikam are wobbling" is enough. Myrtle never sets that column, so ARR at risk and By health are worth exactly what your own judgement is worth, and an account left at unknown is honestly unknown rather than quietly assumed fine.
• Say what you notice as you notice it — "their champion has left", "the review got moved again". Account capture appends it to that account's signals with the date, so the story is there in the countdown card at ninety, sixty and thirty days, when you need it and would not remember it. What you hear about wanting more — "they asked about the bigger tier" — goes on its own line, room to grow, in your words and never as a forecast.
• Take the ninety-day card as prep, not as a nudge: ask Myrtle to brief you before the call ("walk me into the Northwind renewal") and you get the value, the date, the health you set, the last contact and every signal in order, with what is open on its plan and who is who there — and then the conversation is yours to have.
• Read Gone quiet on Monday, after the sweep. Sixty days without real contact is the default and you can change it by saying so; the list is longest silence first, and the day count is the whole claim. A name you are happy to see there usually means the threshold is wrong for that account, not that anything is.
• Keep the renewal dates true — they are what the whole board turns on. When one renews, say so with the term ("another year", "the two-year") and the date moves forward; an account with no date sits out of the countdown entirely rather than being guessed at.
• Give an account a plan the day it signs, and tick it as you go. "Set up an onboarding plan for Adventure Works", with the steps and dates you have in mind, becomes a list on the board with what is open first and soonest first; tick a step there, or say it is done. Myrtle writes only the steps and dates you give, and a review date is a row on the plan, never an event on your calendar.
• Before a review, ask Myrtle to prep you — "prep me for the Litware review". You get the account said back, then questions for the room, each with the line on the record it came from. Start them from Questions for the review on the board and go through them one at a time, ticking each as you ask it and keeping a line of what was said; next time the answers are still there. The list is for the room; ask and Myrtle turns it into a draft agenda email or invite text for you to send.
• Keep who is who as you learn it: "Dana is our champion at Northwind", "Tomas has moved on, Ines signs now". A person who moves on stays on Who's who, marked, and a dated line goes on the account's signals: a record of what changed, not a verdict on the renewal.
• Read Renewing in 90 days, by the health you set beside the ninety-day list, and ask what will renew whenever you want it for another window. It is your own health marks added up, with the method said: never weighted by a likelihood; ask how much will be kept and Myrtle gives the sum first, then a labelled rough read with a caveat. And when an account leaves, say why in the words you were given; Myrtle keeps them as said and lays them side by side when you ask why accounts have left, without drawing a lesson.

Make it yours

Nothing here is fixed. The pieces are ordinary agents, routines, datasets and dashboards, so anything you know about shaping those applies. Retire whatever earns nothing.

Things people usually change first

Say any of these in chat, or edit them on the kit’s page in the app.

• What you call each account — the name on the book is the word Myrtle uses back.
• How long a silence has to run before it counts as quiet — sixty days unless you say otherwise.
• When the Monday sweep and the morning countdown run, or pausing either and keeping the book by hand.
• Which organisations are never accounts, and which domain is your own — as standing preferences the sweep respects.
• How much the countdown card says, and whether you want it at all three marks or only the closer ones.
• Your usual onboarding steps and review rhythm — a standing preference Myrtle offers as the starting point for a plan, never writes without your yes.

Your first run

Installing starts a short setup conversation — not a form. Answer roughly, correct later.

1. Installing ends at the first sweep's own screen, where the email and calendar grants are asked for — reading a year of them is the whole pitch, so the ask sits in front, where it makes sense. The screen connects your email; connect your calendar on the Connectors screen first if you want the sweep to read it. Start it and Myrtle reads back for one fact only: which organisations you were actually in two-way contact with, and when. Each becomes an account with the person it goes through, the last contact, and one line counting what the year held; what it is worth, when it renews and how it is doing are left blank, because those are yours. Nothing is read for what it said, nothing is written back, nobody is contacted. It is a real run and uses credits like any other.
2. When that first sweep finishes, Myrtle leaves one card with what it found and an invitation to go through it: which of these are not customer accounts at all (set aside, never deleted), when each one renews, roughly what each is worth a year, how each is actually doing, and who owns it. That is also where you name the accounts the sweep could not have seen — bought through a partner, handled by a colleague — and say which domain is your own so colleagues never land on the book.
3. Skip the sweep and the book still works by hand: Myrtle takes the accounts you can think of one at a time — who it is with, what it is worth, when it renews, how it is going — and nothing in that conversation touches your email. The Success sweep waits on your Routines screen until you choose to run it.
4. Either way, Myrtle starts from what 1Presence already knows: your memory, and any contracts, order forms, renewal notices or CRM exports in your vault. It offers what it finds for a yes before anything goes on the book, and asks only for the gaps. Email shows who you were in touch with, not what an account is worth or when it renews, so those are the two things you are most likely to be asked for.
5. One more thing is asked, once, in passing, whichever way you start: how you usually look after an account once it is signed — a standard onboarding, a rhythm of reviews. Myrtle keeps your answer as the starting point it offers when you ask for an account plan, and writes nothing from it until you say yes. Say you have none and nothing is kept.
6. Whatever is still blank waits on the Kit page with a way back to Myrtle, and Myrtle offers it once the next time you talk. Tell it a part does not apply to you (an account on a rolling plan has no renewal date, say), or that you have finished setting up, and it stops asking.
7. After that, two things run on their own. The Success sweep goes on Monday mornings at nine, reads only what is new, moves last engagement forward, adds a counted line to the signals that changed, redraws the value at risk and the quiet list, and leaves at most one short card, when somebody has gone quiet or a renewal date has passed with the book never told what happened (saying where the answer is), and nothing otherwise. The Renewal countdown runs every morning at half seven, redraws the ninety-day list, and speaks only on the day an account crosses ninety, sixty or thirty days from its renewal.

Watch the first pass, then tell it what you would have done differently — that correction teaches it more than any setup could.

The essentials

Learning, preferences and run costs work the same in every kit — so they are covered once, in the Kits guide.

Living with a Kit — the Kits guide →

← All kits