> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CSM / Account Manager

> The account manager's course for Thread: own client health, run data-driven QBRs, drive renewals — plus a starter kit and weekly account-review ritual.

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<ByRoleProgress />

You own the relationship. Your job is client health, sentiment, QBRs, renewals, and expansion — and the hardest part has always been getting to the story the data tells before the client does. Thread changes that: every resolved ticket feeds a per-client knowledge base, sentiment is scored on every thread, and Magic Analytics turns a quarter of service into a value story you can put in front of a stakeholder. This is your course: three short lessons that take you from reading an account's health to walking into a renewal with the numbers already on your side.

## The 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."

<Steps>
  <Step title="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 →](/start-here/roles/csm-account-manager/client-intelligence-and-health)
  </Step>

  <Step title="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 →](/start-here/roles/csm-account-manager/qbrs-and-reporting)
  </Step>

  <Step title="Retention and expansion">
    Run the health, renewal, and expansion playbooks — and land the customer value story that keeps accounts and grows them. [Read →](/start-here/roles/csm-account-manager/retention-and-expansion)
  </Step>
</Steps>

## Your starter kit

The [Skill Library](/skill-library/overview) 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.

<CardGroup cols={2}>
  <Card title="Client Health Report" icon="heart-pulse" href="/skill-library/account-management/client-health-report">
    One client's support health for a period, with two or three concrete recommendations.
  </Card>

  <Card title="Client Risk Scan" icon="triangle-exclamation" href="/skill-library/account-management/client-risk-scan">
    Rank at-risk accounts across sentiment, aging, recurring issues, and incidents.
  </Card>

  <Card title="QBR & SBR Prep" icon="chart-pie" href="/skill-library/account-management/qbr-and-sbr-prep">
    An internal brief before a quarterly or strategic business review.
  </Card>

  <Card title="Renewal Prep" icon="arrows-rotate" href="/skill-library/account-management/renewal-prep">
    A pre-renewal readout — service record, risks, and the value story.
  </Card>

  <Card title="Expansion Opportunity Scan" icon="arrow-trend-up" href="/skill-library/account-management/expansion-opportunity-scan">
    Mine a client's history for upsell, project, and training signals.
  </Card>

  <Card title="Churn-Save Deep Dive" icon="life-ring" href="/skill-library/client-lifecycle/churn-save-deep-dive">
    Build the recovery plan for an account signaling it's ready to leave.
  </Card>
</CardGroup>

<Card title="Browse all CSM / Account Manager skills" icon="address-card" href="/skill-library/by-role/csm-account-manager">
  Every Super Magic skill tagged for account management — client health, QBR prep, risk scans, and expansion.
</Card>

## Your ritual

<Card title="CSM weekly ritual" icon="calendar-week" href="/skill-library/role-rituals/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.
</Card>

Make the weekly ritual the thing you run before the account week starts. Between passes, let the numbers work for you: a [Client Risk Scan](/skill-library/account-management/client-risk-scan) the moment sentiment dips beats a scramble the week before a renewal.

## Your first 30 days: the adoption ramp

| Week       | Focus                                                                                                                                                                                                                                                                                                                                                      | You've got it when…                                                                 |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------- |
| **Week 1** | Learn to read an account. Open the [Client Intelligence](/start-here/roles/csm-account-manager/client-intelligence-and-health) dashboard for each of your top accounts, skim sentiment, and add a company note where context is missing.                                                                                                                   | You can describe any account's health without opening the PSA.                      |
| **Week 2** | Turn on the reporting layer. Run a [Client Health Report](/skill-library/account-management/client-health-report) and a [Client Risk Scan](/skill-library/account-management/client-risk-scan) across your book; explore Magic Analytics with the Dashboard Agent.                                                                                         | You know which three accounts need attention this month, and why.                   |
| **Week 3** | Prep like the data's already done. Build a [QBR & SBR Prep](/skill-library/account-management/qbr-and-sbr-prep) brief from the Value Realization topic and a client-facing readout from Service Performance Review.                                                                                                                                        | You walk into a review with the value story written, not improvised.                |
| **Week 4** | Run the plays. [Renewal Prep](/skill-library/account-management/renewal-prep) ahead of every renewal, [Expansion Opportunity Scan](/skill-library/account-management/expansion-opportunity-scan) on healthy accounts, [value messaging](/get-started/talking-to-customers-about-ai-powered-support-thread-customer-value-messaging) in every conversation. | Your renewal conversations lead with outcomes, and expansion is a plan, not a hope. |

<Note>
  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.
</Note>

## Pro tips & FAQ

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/start-here/roles/csm-account-manager/qbrs-and-reporting).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/get-started/talking-to-customers-about-ai-powered-support-thread-customer-value-messaging). Never present a book-wide scan as complete if a search may have truncated — say so.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>


## Related topics

- [CSM / Account Manager](/skill-library/by-role/csm-account-manager.md)
- [Client Health Report](/skill-library/account-management/client-health-report.md)
- [CSM Weekly Ritual](/skill-library/role-rituals/csm-weekly-ritual.md)