What it does
When a user converts from free to paid, creates a CSM kickoff task with the user's full pre-conversion activity history and triggers the structured onboarding journey.
You get
a CSM kickoff task with full history on every free-to-paid conversion
How it works
Find genuine upgrades
Create SegmentPeople who started paying in the last 7 days and were free or trialing before, so not net new direct purchases. Subscriptions under $50 a month are left out, because they do not get a CSM.
Write the pre call brief
create_ai_attributeBuilt the moment they upgrade: how many days from signup to paying, the features they leaned on while free, the ones they never opened, which become the expansion candidates later, how many other people at their account are free or paid, and how they arrived, whether organic, paid, referral or outbound.
Assign a CSM and kick off
Create WorkflowOn the upgrade it builds the brief, assigns a CSM by territory and plan, named for enterprise and pooled for SMB, creates the kickoff task with the brief attached and due within five working days, starts the onboarding journey, moves the account to new customer, and posts to the CSM and to the wins channel.
Prove the handoff matters
Build DashboardUpgrades per week, how many kickoff tasks are done inside five working days against a 95% target, the median time from signup to paying, and 90 day retention for customers whose kickoff happened on time against those it did not, where the gap is usually 15 to 25 points.
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