Canonical page: https://usethem.ai/use-cases/customer-success/ > An account changes owners. Prepare a cited handoff that separates agreed commitments from open issues before the next customer review. Them AI for Customer success # Give the next account owner a clear starting point Before an account changes hands, ask your customer success teammate to bring the agreed commitments, open issues, and next conversation into one cited handoff. The receiving owner checks it before the customer review. [Join the waitlist](https://usethem.ai/use-cases/customer-success/#next-step) [See it in practice](https://usethem.ai/use-cases/customer-success/#walkthrough) Mac-only for now. Free during the beta (invite-only). Salesforce Bring an export Notion Source connection HubSpot Bring an export Intercom Bring an export The work, end to end ## Customer handoff A customer success manager is handing a reporting account to a new owner. The notes mention a new data feed and an upcoming review, but neither is an approved delivery commitment. Start with these sources - [S1 Customer scope v2](https://usethem.ai/use-cases/customer-success/#source-S1) - [S2 Handoff notes v1](https://usethem.ai/use-cases/customer-success/#source-S2) - [S3 Import issue update v3](https://usethem.ai/use-cases/customer-success/#source-S3) Human access is organization-wide. Only add material everyone in your workspace may read, with sensitive details removed. [Access details](https://usethem.ai/rooms/#boundaries) The starting point The receiving account owner asks for a handoff before speaking to the customer. 1. ### Bring the context Add the approved scope and reviewed notes to the customer work room. Use only material everyone in the workspace may read. 2. ### Ask the teammate Ask the customer success teammate for commitments, open issues, and questions. It uses its room data and approved shared company memory. 3. ### Check the handoff The receiving owner checks every commitment and assigns the unanswered questions before accepting the brief. 4. ### Keep the correction Save the approved scope distinction as a memory draft. Teach this teammate with the corrected handoff and review its proposed training rule. Create a separate shared skill if the method should be used by other teammates. Customer success room Draft Prepared for human review ### Customer handoff brief #### Agreed scope Weekly reporting import is included. The requested live feed needs a separate scope decision and should not appear as an agreed milestone. [S1](https://usethem.ai/use-cases/customer-success/#source-S1) #### Next conversation Confirm the next review date and the customer's month-end goal. The handoff notes contain a suggested timing, not an accepted invitation. [S2](https://usethem.ai/use-cases/customer-success/#source-S2) #### Open issue Share the confirmed file-format workaround if still relevant. Ask the support lead for the next update; do not promise a resolution date. [S3](https://usethem.ai/use-cases/customer-success/#source-S3) [Review with **Customer success lead**](https://usethem.ai/use-cases/customer-success/#review-title) ### What this draft is based on 3 sources S1 ### Customer scope v2 The approved scope includes a weekly reporting import. A live feed is outside the agreed scope and needs a separate review. S2 ### Handoff notes v1 The customer wants an easier month-end review. The previous owner suggested a review next month, but no date has been confirmed. S3 ### Import issue update v3 Support confirmed a file-format workaround. The underlying cause remains under investigation, with the support lead owning the next update. The outgoing owner supplies reviewed notes. A customer success AI teammate drafts the brief. The receiving owner checks it before accepting the handoff. ### The decision a person makes Human review ### Review with Customer success lead Accept the brief after removing the implied live-feed commitment and naming the support lead as the issue owner. ### Before approving - Every commitment matches the approved scope. - A suggested review date is not presented as confirmed. - The open issue has an owner and no invented fix date. ### Keep the answer. Reuse the method. Save checked facts as memory and useful steps as skills. Each needs approval before the team relies on it. Company memory #### What the agreed scope confirms Keep the checked scope interpretation with its sources and account owner, only if it is cleared for everyone in the workspace. This account's agreement is not the standard offer for every customer. [How memory works](https://usethem.ai/product/company-memory/) Reusable skill #### Customer handoff review Teach the customer success teammate to produce three sections: agreed commitments, next conversation, and open issues. Use the corrected brief as an example and review the draft skill before approval. [How skills work](https://usethem.ai/product/skills/) Next time The next handoff starts with the same reviewed structure. The new account's facts still need fresh sources and an accountable reviewer. ### What to check before repeating this work This workflow uses provided records, not a live CRM or product-usage feed. A person handles customer communication. ### Measure in your pilot - Time until the receiving owner accepts the handoff. - Unsupported commitments corrected before sharing. - Open questions that have a named owner at handoff. Set up this task ## Give the work a place and an owner. 01 / AI teammate ### [Customer success teammate](https://usethem.ai/product/ai-teammates/) Choose each teammate's job, model and person to run with. 02 / Shared room ### [Customer success room](https://usethem.ai/rooms/) Keep the sources, contributions and reviewed draft together. 03 / Human review ### [Customer success lead](https://usethem.ai/use-cases/customer-success/#review-title) Verify the facts and decide the final action. Rooms organize work, not human permissions. Human access is organization-wide. ### Training and access boundaries ### Training stays with the teammate Give a teammate instructions, choose its model, and teach it with reviewed corrections. Training produces draft skills for human approval. It teaches a reusable method, not a fine-tuned model. Approved training rules stay with that teammate and cannot be exported. For team-wide reuse, create a separate shared skill and review it. ### Rooms organize work, not human permissions A teammate uses its assigned room and approved shared company memory by default. Human access is organization-wide. Rooms are not private spaces between workspace members. Grant AI access to additional rooms explicitly. External agents connect through MCP with their own keys and retrieval limits. [Read the access boundaries](https://usethem.ai/rooms/#boundaries) Try one task with your team ## Start with one account handoff Bring a sanitized scope note, a reviewed handoff, and the receiving account owner. Measure missing commitments caught before sharing and the time needed to accept the handoff. [Discuss a design partnership](https://usethem.ai/contact/) Other tasks with your tools ## Keep the account story intact. Turn the account notes you provide into a review brief or handoff, with commitments, open issues, and the next conversation in view. Salesforce Notion ### Prepare the next account review 1. #### Bring the context Supplied Salesforce account and case notes, plus the agreed goals from a Notion success plan. 2. #### Your Them AI teammate Them AI organizes commitments, unresolved issues, and questions to confirm, then prepares a focused review agenda. 3. #### The result to review An account brief for the customer success lead to review before the call. HubSpot Intercom ### Give the next owner the whole handoff 1. #### Bring the context Provided HubSpot activity notes and relevant Intercom conversation excerpts from the outgoing account owner. 2. #### Your Them AI teammate Them AI distinguishes agreed next steps from suggestions and groups the unanswered questions by owner. 3. #### The result to review A handoff draft the receiving teammate can check, correct, and use to plan the next customer conversation. Keep going ## More work for your AI team. ### Onboarding plans Explore workflow Prepare the next onboarding conversation from the approved scope and customer goals. Let the account owner confirm dependencies before sharing a plan. ### The question What must happen before the first milestone? ### A useful starting point Confirm the customer owner and the agreed input format. The scope note does not commit to a completion date until those inputs are available. Example onboarding scope **Bring**: Signed scope and customer goals **Review**: Account owner **Keep**: Reviewed onboarding outline ### Account handoffs Explore workflow Give a new account owner the commitments, unresolved questions, and source notes needed to take over. Keep assumptions visibly separate from approved facts. ### The question What should I confirm before taking over? ### A useful starting point Confirm the next review date and who owns the open import issue. The previous notes contain a proposed date, not a customer-approved commitment. Example handoff review **Bring**: Reviewed handoff notes **Review**: Receiving account owner **Keep**: Accepted handoff brief ### Renewal preparation Explore workflow Prepare renewal questions from approved customer records without treating incomplete notes as product usage or health data. ### The question What evidence do we have for the renewal review? ### A useful starting point The last review records the customer's reporting goal. Current usage and a renewal decision are not in these sources, so ask the owner to verify both. Example customer review **Bring**: Approved account notes **Review**: Customer success lead **Keep**: Evidence and open questions ### Customer updates Explore workflow Draft a customer-safe update using reviewed issue facts. A person checks the language and sends the final message through the team's existing tools. ### The question What can we tell the customer about this issue? ### A useful starting point The cause is still being investigated. Share the confirmed workaround and the next review point without promising a fix date. Example issue update **Bring**: Approved issue status **Review**: Customer-facing owner **Keep**: Checked update draft Call assist ## Carry the account context into every conversation. Help your customer success team prepare the review, clarify the blocker, and keep the handoff moving. Before the conversation ### Know what is still open. Bring the account notes, agreed goals, and current issues. Ask a teammate to prepare the context and flag missing evidence before the review. Account preparation teammate #### Prepare for an account review - Which goals were agreed? - What progress has been verified? - Which blockers need a decision? An account brief with open commitments visible. During the conversation ### Give the concern its context. Planned live assistance will surface earlier commitments, relevant account guidance and a clarifying question as a new blocker comes up. Keep the account history beside the conversation and decide whether the next step needs to change. Customer success teammate #### A customer raises an adoption blocker - Recall the relevant commitment - Surface approved guidance for the blocker - Suggest a question about the next useful step In-call account guidance in development, grounded in approved knowledge. After the conversation ### Keep the next step specific. Prepare a draft recap and handoff from the conversation notes. Separate the customer’s goals from agreed actions, then confirm who will do what before sharing. Account follow-up teammate #### Prepare the account action summary - Separate goals from decisions - Name the open checks - Confirm the owner and next update A reviewable handoff for the account team. ### Availability Live meeting audio and direct CRM or store actions are not connected in the current preview. Automatic live suggestions are in development; the preview uses notes you provide. [Explore Call assist](https://usethem.ai/call-assist/) Before you begin ## A few things worth knowing. ### Does Them AI calculate customer health scores? Not from a live customer data feed. Bring approved account records, then use the cited answer to identify what is known and what the account owner still needs to verify. ### Who can read a customer room? Human access is organization-wide. Rooms organize work and data; they are not private spaces between workspace members. Only add customer material that everyone in the workspace is authorized to read. ### Will it send an update to the customer? No. Them AI prepares the draft. The account owner checks it and sends the final update in your existing CRM or support tool. ## More ways to work with Them AI [Customer support](https://usethem.ai/use-cases/customer-support/) [Sales](https://usethem.ai/use-cases/sales/) [Marketing](https://usethem.ai/use-cases/marketing/) [All use cases](https://usethem.ai/use-cases/) Bring one real workflow ## Try it on work your team already does. Choose one recurring question, bring the source material, and name the person who will review the answer. Start there, then decide what is worth repeating. Mac-only for now. Free during the beta (invite-only). Have a workflow in mind? [Plan a pilot with us.](https://usethem.ai/contact/#design-partner)