Magic LibraryThe course
Work these in order — each ends with a link to the next. Thirty minutes gets you from “I manage this account” to “I can prove what it’s worth.”1
Client Intelligence and health
Read an account the way Thread sees it — the Client Intelligence dashboard, Magic Sentiment, and the company notes and applications that hold context between conversations. Start here →
2
QBRs and reporting
Turn a quarter of service into a value story with Magic Analytics, the Dashboard Agent, and the client-facing QBR dataset. Read →
3
Retention and expansion
Run the health, renewal, and expansion playbooks — and land the customer value story that keeps accounts and grows them. Read →
Your starter kit
The Skill Library has a deep bench of account-management and client-lifecycle skills. Start with these — then press⌘K and search for any account task (“renewal”, “risk”, “QBR”) to find the rest.
Client Health Report
One client’s support health for a period, with two or three concrete recommendations.
Client Risk Scan
Rank at-risk accounts across sentiment, aging, recurring issues, and incidents.
QBR & SBR Prep
An internal brief before a quarterly or strategic business review.
Renewal Prep
A pre-renewal readout — service record, risks, and the value story.
Expansion Opportunity Scan
Mine a client’s history for upsell, project, and training signals.
Churn-Save Deep Dive
Build the recovery plan for an account signaling it’s ready to leave.
Browse all CSM / Account Manager skills
Every Super Magic skill tagged for account management — client health, QBR prep, risk scans, and expansion.
Your ritual
CSM weekly ritual
A Monday-morning pass across your whole book — a proactive-outreach sweep, a sentiment-decline watch, meeting prep for the week’s calls, and an expansion skim — chained as one run.
Your first 30 days: the adoption ramp
Thread gets smarter the more your clients’ tickets flow through it. Every resolved thread feeds Client Intelligence, sharpens sentiment, and adds to the value story you’ll tell at the next QBR. The accounts your desk works hardest on are the ones you’ll have the best data for.
Pro tips & FAQ
How is Client Intelligence different from Contact Intelligence?
How is Client Intelligence different from Contact Intelligence?
Both live under Service Intelligence. Contact Intelligence is per-person memory — what one contact’s device, history, and past fixes are. Client Intelligence is per-client knowledge — the company-level dashboard, the auto-generated knowledge base, and the notes and applications for a whole account. As a CSM you live mostly in Client Intelligence; techs live mostly in Contact Intelligence.
Which analytics topic should I use for a QBR?
Which analytics topic should I use for a QBR?
Value Realization for the internal ROI story (dollar savings, FTE equivalents, ROI multiples), and Service Performance Review for the client-facing readout — it’s written in business-friendly language and built to share with the customer. See QBRs and reporting.
Is the Dashboard Agent real-time?
Is the Dashboard Agent real-time?
No — Magic Analytics refreshes on a daily cycle, so the Dashboard Agent answers from data that’s about a day behind. Fine for QBRs and trends; check the “Query ran” timestamp on any tile before you quote a number.
Can I put AI-generated numbers in front of a client?
Can I put AI-generated numbers in front of a client?
Yes, with the usual care: quote metrics from Magic Analytics tiles (with their timestamp), and translate internal metrics into customer outcomes using the value messaging playbook. Never present a book-wide scan as complete if a search may have truncated — say so.
Who do I ask when I'm stuck?
Who do I ask when I'm stuck?
Your MSP’s Thread admin for configuration questions, then these docs. Your own Thread Customer Success Manager works alongside you throughout onboarding and expansion.