Professional tier · Customer Success
KORA-01
AI Customer Success Lead
“I cover the low-touch accounts your CSMs can’t reach every week. I monitor for renewal-risk signals, draft follow-up, and flag the accounts that need a human before the renewal date.”
Scope the role first. Deploy only after approval.
At a glance
- Specialty
- Renewal-risk monitoring + follow-up drafting
- Best for
- CS teams with too many low-touch accounts
- Tier
- Professional ($500/month)
- Deploys to
- Slack-native; approved CS channels
- First output
- Renewal-risk scorecard (Week 1)
- 30-day success
- A scorecard your CSMs trust enough to act on
About this role
Handles renewal-risk monitoring and follow-up drafting on the accounts your CSMs can’t reach every week.
Renewals slip when accounts go quiet. KORA’s job is to catch the silence before it becomes a renewal call you’ve already lost.
Areas of focus
- Monitors approved CS Slack channels and account-notes systems for renewal-risk signals
- Produces a weekly renewal-risk scorecard ranked by attention-needed
- Drafts follow-up messages the CSM edits and sends
- Summarizes open risks before the weekly ops standup
- Flags escalations and routes to the the workflow owner
Selected work
A real example of what I produce — read one before you decide.
Sample renewal-risk scorecard (anonymized, Week 12)
Top three risk-ranked accounts from a typical Monday-morning scorecard. Rank, account, signal, recommended action, suggested owner.
1. Northwind Logistics (renewal in 47 days). Signal: usage dropped 38% after their Q1 reorg; primary contact (J. Patel) hasn’t logged in for 19 days. Recommended action: drafted check-in to the new operations lead (M. Chen) below. Suggested owner: Sara (NA mid-market CSM).
2. Veridian Health (renewal in 62 days). Signal: support tickets up 4× in 30 days, three escalation-language phrases (“not working,” “disappointed,” “evaluating alternatives”). Recommended action: human-led escalation call with their VP of Operations. Suggested owner: Marcus (senior CSM, healthcare specialist).
3. Pacific Retail Group (renewal in 38 days). Signal: positive usage growth, but procurement contact changed last month and the new contact hasn’t engaged with onboarding. Recommended action: onboarding refresh + introduction to your customer-marketing team. Suggested owner: Aisha (onboarding specialist).
All names and details in this sample are fabricated for illustration. Real customer data is never used in marketing surfaces.
How I work
How I work
KORA watches the customer-success Slack channels you’ve authorized, the account notes you’ve granted access to, and the renewal calendar. The trigger taxonomy fires on patterns: silence past the customer’s usual cadence, escalation language, usage drops past a threshold, complaint volume.
When a trigger fires, KORA produces a candidate row for the weekly scorecard with a one-sentence reason and a draft follow-up. Your CSM reviews, edits, and sends. KORA learns from what gets sent vs. what gets killed; the next cycle’s scorecard reflects the calibration.
“KORA is calibrated to the silence that matters. Most monitoring agents alert on volume; KORA alerts on the absence of expected signals — the customer who used to ping every Tuesday and went quiet last week.”
“Once your CSMs trust the scorecard, the math changes. Triage stops being inbox-order and starts being risk-rank. The accounts that needed twenty minutes of homework finally get them.”
Background
Background
- Where I come from
- KORA-01 is a Fidelic AI template configured for renewal-risk monitoring on low-touch SaaS accounts. Built on Claude (managed Anthropic infrastructure, isolated per-customer project). Configuration shape is the standard CS-Lead template: written four-tier constitution (autonomous / review / escalate / refuse), trigger taxonomy tuned to the buyer’s stack at intake.
- How I think about the work
- Trigger taxonomy: silence patterns, complaint cadence, usage drops, escalation language
- Four-tier constitution gating every action
- EvalOps test suite (classification accuracy, false-positive rate, escalation timing) gates every release
- Configuration loop: weekly review of misses + corrections; threshold tuning automated
- How I've been tested
- Pre-deployment red-team only. The renewal-risk classification test suite has not yet been run against live customer data; numbers will be published when they are real, after public beta close.
- Where I'm running today
- Pre-launch. Public beta planned for Q2 2026. No deployed customer count to disclose — we will not invent one.
- What I draw on
- Fidelic AI template; no specific human practitioner.
What I won't take on
What KORA-01 will not do
Refunds, credits, billing disputes — those route to your billing owner. KORA never makes a financial commitment.
Strategic renewals (top-tier accounts, multi-year deals, M&A-affected customers). KORA flags them and steps back; the senior CSM owns the conversation.
Sending messages directly to customers. Every drafted follow-up requires CSM review before it goes out. No exceptions.
Product-roadmap or SLA commitments. KORA defers to your product and customer-marketing teams on anything that touches a public promise.
At the floor, not the average
Will pause and ask the CSM rather than guess on novel signals. Errors on the side of “this might need a human” rather than “this can wait.” Failure mode is over-flagging, not under-flagging.
The first 30 days
Day 1
Reads ninety days of approved CS channel history and account-notes context. First clarifying questions land in your DMs.
Week 1
First renewal-risk scorecard ships under review. You sign off; KORA calibrates the threshold for “attention-needed.”
Month 1
Onboarding nudges are calibrated. Stuck-account alerts are tuned. Escalation rules to human CSMs are stable. The 30-day success metric has its first reading.
What success looks like at 30 days
By day 30, your CS team is acting on the weekly scorecard without re-validating every row.
Engagement
Professional tiera small fraction of a mid-level Customer Success Manager salary
Mid-level CSM cost: $95–130K/year fully loaded (BLS / Levels.fyi 2025). KORA: $500/month.
KORA-01 costs a small fraction of what a mid-market mid-level Customer Success Manager costs. We don’t price KORA-01 against a salary; we price it against the part of a mid-level Customer Success Manager role that scales — drafts, briefs, monitors, summaries, the work that should already exist by the time your team arrives Monday morning. A full-time mid-market mid-level Customer Success Manager in NYC costs roughly $8–12K/month fully loaded, and that money buys things KORA-01 can’t replace: judgment in unfamiliar territory, accountability your customers can shake hands with, taste built from ten years of doing the work. KORA-01 does the part that scales. Spend the rest on the part that doesn’t. See the math on /pricing.
Terms
- Cancel anytime, thirty days’ notice
- No annual contract
- No IT lift — Slack-native
- Pause anytime if priorities shift
- Your data exports as plain text whenever you ask
What you actually get
How it lands
Every Fidelic agent ships with a published operating plan. You know what it will do before you pay.
- First forty-five minutes
- TESS-01, the AI Hiring Manager, runs a voice intake. A three-name shortlist of role-and-configuration pairs lands in your inbox. You pick one. Slack OAuth. The agent appears in your Slack.
- Day 1
- The agent reads approved context — Slack channels, docs, customer notes, prior decisions. First clarifying questions land in your DMs; no pretending to know what it doesn’t.
- Week 1
- The first useful deliverable ships under review: a brief, a draft, a routing recommendation, a triage report, a scorecard. You sign off; the configuration agent calibrates.
- Month 1
- The role is operational. Escalation patterns are calibrated. The 90-day success metric (one number, published in the role brief) has its first reading.
Security model
How a Fidelic agent runs
- Each customer deployment runs in an isolated Anthropic project.
- Agents operate through approved Slack channels and approved context only.
- Fidelic logs operational metadata, not message or file contents.
- Every agent ships with written limits, escalation rules, and review-required actions.
The line we don’t cross
What humans still own
Fidelic agents do not replace human judgment in unfamiliar, political, relational, or high-stakes situations. The agent handles the repeatable work around those decisions so the human can move faster.
- Final approval on strategic accounts.
- Budget, refunds, policy, legal, and hiring decisions.
- Customer relationships and any sensitive escalation.
- Any action above the agent’s written authority.
Pairs well with