Project Name
Agentic AI CSM Platform That Tripled Upsell Speed for a Global B2B Enterprise
A large global technology services and telecom company managed hundreds of enterprise accounts through a dedicated customer success function. Account teams were responsible for identifying renewal risks, upsell opportunities, and cross-sell candidates simultaneously, but manual research meant CSMs could only conduct deep account reviews infrequently.
High-value opportunities went undetected and churn signals were missed. Ksolves built an Agentic AI Customer Success Manager platform that automates account research, surfaces upsell and cross-sell signals in real time, and delivers actionable intelligence to CSMs before they need to ask.
- Hours Lost to Manual Account Research: CSMs spent 3 to 4 hours per account manually aggregating data from CRM, support logs, product usage, and email history before every customer review call.
- Upsell Signals Identified Too Late: Without continuous monitoring, upsell opportunities were identified reactively, often after competitors had already engaged.
- No Unified Account Intelligence View: Account data was fragmented across multiple systems with no single source of truth for CSMs to work from.
- Churn Risk Detected Too Late: Declining product usage and unresolved support tickets were not automatically surfaced, meaning churn risk was only noticed at renewal.
- Inability to Scale Coverage Across Large Portfolios: CSMs managing large portfolios could thoroughly review only a fraction of accounts each quarter, leaving most accounts under-monitored.
Ksolves designed and deployed an Agentic AI CSM platform that continuously monitors account health signals and proactively surfaces revenue intelligence to customer success teams, eliminating research overhead entirely.
- Automated Account Intelligence Agent: Continuously pulls and synthesises CRM, support, product usage, and commercial data to generate a live account health score for every account in the portfolio.
- Upsell and Cross-Sell Signal Detection: AI analyses usage patterns and contract coverage against peer benchmarks to surface ranked revenue opportunities for each account.
- Churn Risk Early Warning System: Monitors declining engagement and renewal proximity to flag at-risk accounts and trigger proactive outreach workflows before the renewal window closes.
- Pre-Call Intelligence Briefing: Automatically generates a contextual briefing before every scheduled customer call, giving CSMs a full account picture without any manual preparation.
- CRM Enrichment and Update Automation: Writes AI-generated insights and action items back into the CRM, eliminating post-call manual data entry for CSMs.
Technology Stack
| Category | Technology |
|---|---|
| AI/ML | Agentic AI / LLM Framework |
| Integration | CRM Integration Layer |
| Processing | Real-Time Data Aggregation |
| Analytics | Account Health Scoring Engine |
| Platform | Revenue Intelligence Dashboard |
- Account Research Time Reduced by 70%: CSMs were spending 3 to 4 hours per account on manual data aggregation before every review. Automated pre-call briefings now deliver a full account picture in under 20 minutes (target).
- Upsell Opportunities Identified 3x Faster: Upsell identification was reactive, tied to periodic reviews and often too late. AI now surfaces ranked opportunities continuously, weeks ahead of prior timelines (target).
- Churn Risk Detection Shifted from Reactive to Proactive: Churn risk was previously only identified at renewal when influence was limited. At-risk accounts are now flagged 60 or more days before renewal, giving CSMs time to act.
- Full Portfolio Coverage Achieved Through Continuous AI Monitoring: Thorough reviews reached only a fraction of accounts each quarter. All accounts now receive continuous AI monitoring, with no account left untracked.
Customer success teams at this global enterprise were spending most of their time on manual account research, leaving little capacity for proactive relationship management or revenue growth. Ksolves delivered an Agentic AI CSM platform that automates account intelligence, surfaces upsell signals in real time, and gives CSMs a full account picture before every call. Research time dropped 70%, upsell identification tripled, and churn detection shifted to a proactive model with 60-plus days of advance warning.
The platform transforms customer success from a reactive maintenance function into an AI-driven revenue growth engine, with a clear path to extend into automated renewal negotiation support, AI-generated QBRs, and portfolio-wide revenue forecasting. For B2B enterprises looking to scale customer success with AI, Ksolves’ Agentic AI development services deliver production-ready platforms built on enterprise customer portfolio data.
Are Your Customer Success Teams Spending More Time Researching Accounts Than Growing Them? We’re Here to Help!
