Team
Customer success teams
The same onboarding call, again, while the account that needed you goes quiet
A CSM's week fills with sessions that teach the same five screens to a different person. Meanwhile an account nobody had a reason to look at stops logging in, and the first anyone hears of it is the renewal date.
The numbers
115 to 120%
net revenue retention among top-quartile B2B SaaS companies, against a median near 101%
Benchmarkit, 2025 SaaS Performance Metrics
49
accounts carried by the average mid-touch CSM
The CS Cafe, CSM to customer ratio benchmarks, 2026
$1.4M
median annual recurring revenue held per customer success manager
The CS Cafe, CSM to customer ratio benchmarks, 2026
What ARCY sees
ARCY reports what a CSM currently reconstructs by asking: where this account's users get stuck, and what they were trying to do when it happened.
- The steps this account stalls on, and the seats that never arrived at all
- What the account's users asked the agent between your calls, in their own words
- Struggle signals on the workflows the deal was sold on
- The accounts whose usage is falling, early enough for an hour to be worth spending
What ARCY does
ARCY runs the repeatable half of the job inside the product, through the chat surface and the flows your team authored, so the calendar frees up for the half that needs a person. Struggle detection feeds your dashboard only, never the customer.
- Walks every new seat through setup with the same published flow, in their own language
- Answers the recurring questions from the sources you approved, at the moment they are asked
- Turns a quarterly review into a conversation about evidence rather than about impressions
What it measures
A share of the users in your accounts never sees the agent. Same product, same accounts, same window, no ARCY. The difference between them and the users ARCY helped is what the team can attribute to itself when the renewal is argued.
- ARCY compares the users it helped against the users it never touched
- Completion in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
Get the repeat call off the calendar
Book a walkthrough and we will look at the setup session your team runs most often.