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 (a small fraction of comparable mid-market salary)
- 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 ramp-up. Recommended action: ramp-up refresh + introduction to your customer-marketing team. Suggested owner: Aisha (ramp-up 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 tuning.
“KORA is tuned 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 FidelicAI template set up for renewal-risk monitoring on low-touch SaaS accounts. Built on Claude (managed Anthropic infrastructure, isolated per-customer project). Setup 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
- Setup 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
- FidelicAI 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 tunes the threshold for “attention-needed.”
Month 1
Ramp-up nudges are tuned. 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: a small fraction of comparable mid-market salary.
KORA-01 costs a small fraction of what a mid-level Customer Success Manager costs. We don’t price KORA-01 against a salary; we price it against the recurring part of the role — drafts, briefs, monitors, summaries, the work that should already exist by the time your team arrives Monday morning. A full-time mid-level Customer Success Manager runs $8–11K/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 recurring part. Spend the rest on the part a fidelic agent can’t take on. Agency hiring speed, without the agency price. 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 works
You see exactly what the agent will do — day one, week one, month one — before you pay anything.
- First minutes
- A short voice call walks through what you need. You get three agent options. Connect Slack. Your agent is live in your team chat.
- Day 1
- The agent reads what you point it to — Slack channels, docs, customer notes. It asks you questions in DMs when it doesn't know something. No pretending.
- Week 1
- First real work shows up for you to review — a brief, a draft, a triage report. You sign off on what's good and flag what isn't. The agent adjusts.
- Month 1
- The role is up and running. Your agent knows when to loop you in. The one number you said you'd measure has its first reading.
Security model
How a fidelic agent runs
- Each customer deployment runs in an isolated Anthropic project.
- Agents only see the Slack channels and docs you give them access to.
- We log what the agent did, not what was said in your channels or files.
- Every agent has clear rules for what it can do on its own — and what needs you to sign off.
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.
Industry variations
How KORA-01 adapts across industries
The fidelic agent adapts to the workflows of each industry at each stage. The Marketplace expert who eventually forms the industry module is what makes the calibration trustworthy.
Industry
Real estate →
Stage 1 · Solo broker (1 person)
Owns the weekly listing emails, neighborhood content, and the Monday-morning brief about which leads to call back this week.
Stage 2 · Boutique brokerage (5-20 agents)
Now runs the brokerage brand + every agent's listing marketing. Same Monday brief shape, scaled to the team.
Stage 3 · Mid-market firm (50-200 agents)
Multi-market campaign execution; the weekly briefs run for every office.
Industry
Professional services →
Stage 1 · Solo practitioner (1-3 people)
Owns the LinkedIn cadence, the firm's content surface, and the inbound-marketing motion. You stop being the only writer.
Stage 2 · Boutique partnership (5-20 staff)
Firm-level content cadence — LinkedIn carousels, articles, the weekly newsletter, the speaking-engagement follow-ups.
Stage 3 · Mid-market firm (50-500 staff)
Multi-practice marketing — content for every practice area, every week, in the partner's voice.
Industry
Non-profits →
Stage 1 · Solo founder / ED (1-3 people)
Owns the donor newsletter, the social cadence, and the donor-segmented content. The fundraising message gets out without you writing every word from scratch.
Stage 2 · Small 501(c)(3) (5-20 staff · $500K-$5M budget)
Owns the multi-channel donor communications — segmented appeals, story-driven content, event lead-ups.
Stage 3 · Mid-size foundation (50-200 staff · $5M-$50M budget)
Multi-program communications — every program area gets its own donor and stakeholder communications, on cadence.
Industry
Independent retail + DTC →
Stage 1 · Solo seller / single boutique (1-3 people · <$1M revenue)
Owns the email cadence, the social calendar, and the weekly marketing brief. Your Mondays stop starting with a blank inbox.
Stage 2 · Small DTC brand (5-20 staff · $1-10M revenue)
Owns the email + SMS cadence, the content calendar, the creative-brief workflow.
Stage 3 · Mid-market consumer brand (50-200 staff · $10-100M revenue)
Multi-channel campaign execution; the weekly briefs run for every market and every product line.
Industry
Wellness →
Stage 1 · Solo practitioner with own clientele (1 person · own book)
Owns the social cadence, the post-treatment follow-up, the review-request workflow.
Stage 2 · Single-location spa or medspa (5-20 staff)
Owns the spa's brand content, the service-of-the-month marketing, the seasonal campaigns.
Stage 3 · Multi-location boutique (50-200 staff · 3-15 locations)
Multi-location campaign execution; brand consistency across markets.
Industry
Education / tutoring / coaching →
Stage 1 · Solo coach or specialty tutor (1 person · $100+/hour work)
Owns the LinkedIn + newsletter + content surface that brings parents to you. Your inbound runs while you teach.
Stage 2 · Small center (5-20 staff)
Owns the center's brand marketing, the parent newsletter, the social content.
Stage 3 · Multi-location group (50-200 staff · 3-15 locations)
Multi-location marketing execution — every center runs the brand consistently.
Industry
Yoga · pilates · fitness studios →
Stage 1 · Solo instructor with own following (1 person · own brand)
Owns the social cadence, the workshop marketing, the newsletter to your community.
Stage 2 · Single studio (5-20 staff · 1 location)
Owns the studio's brand content, the class-of-the-week marketing, the new-instructor announcements, the seasonal challenges.
Stage 3 · Multi-location group (50-200 staff · 3-15 locations)
Multi-location marketing — every studio runs the brand consistently.
Industry
Property management →
Stage 1 · Solo PM (1-3 people · 5-50 units)
Owns tenant-facing communications + listing marketing for vacant units. The voice stays consistent.
Stage 2 · Small portfolio firm (5-20 staff · 50-500 units)
Tenant communications across buildings + marketing to new owner clients.
Stage 3 · Mid-market firm (50-200 staff · 1K-10K units)
Owner-facing + tenant-facing communications at scale.
Industry
Events / catering / production →
Stage 1 · Solo planner (1-2 people)
Owns the social cadence, the past-event content surface, the newsletter to your community.
Stage 2 · Small event company (5-20 staff)
Owns the company's brand content, case studies, the social surface.
Stage 3 · Mid-market production firm (50-200 staff)
Firm brand content + case studies + PR-grade event recaps.
Industry
Pet services →
Stage 1 · Solo groomer or mobile vet (1 person · own book of clients)
Owns the social cadence, the customer follow-ups, the review-request workflow.
Stage 2 · Single clinic / boutique (5-20 staff)
Owns the clinic's brand content, lifecycle communications, retail product launches.
Stage 3 · Multi-location chain (50-200 staff · 3-15 locations)
Multi-location marketing — every clinic / boutique runs the brand consistently.
Pairs well with