A Day in the Life of Hyperbound: CSM/Account Manager

Last updated: October 20, 2026

This walkthrough follows a Customer Success Manager, Maya, at the demo company Dustin's Donuts through three parts of her day:

  • preparing for a new customer's onboarding using what was learned during the sales process

  • reviewing feedback on a tough renewal call

  • practising a difficult renewal conversation before it happens

Below is a written summary of each step, with where to click.

1. Prepare for an onboarding with the sales context

The sales team's context lives on the customer's deal, so start there.

  1. Click Deals in the left sidebar and open the customer's deal.

  2. Check the overview. It shows Recent events, a Summary and Stakeholders, each tagged with an engagement level and a sentiment.

  3. Click Ask Kota and ask what you need for the handoff. For example:

    "What details do I need from the sales process to have a successful onboarding?"

In the video, Kota returned:

  • the business goals and success criteria the customer agreed to

  • the scope and operational commitments made during the sale

  • a stakeholder map with roles and decision-making authority

  • pilot results and lessons learned

That's everything you need to make sure the promises made in the sale are kept during onboarding.

Other questions worth asking Kota on a customer's deal:

  • "What did we promise this customer during the sales process?"

  • "Which stakeholders have low engagement, and why?"

2. Learn from a recent call

  1. Click Real calls and open the call. In the video, it's a difficult renewal.

  2. Go to Feedback to see What went well and What to improve.

  3. Expand any criterion you missed to see Why were you scored this way? and What could you do differently next time?

3. Practise the hard conversation first

  1. Click AI Roleplays and choose a bot that matches the conversation you're preparing for. In the video, it's a frustrated customer pushing back on a price increase and questioning the value of the relationship.

  2. Click Start Call and practise handling the pushback.

  3. Review the scored call afterwards to see what to sharpen before the real conversation.

If there's no bot for your scenario yet, ask your admin to create one, or ask Kota to build one for you.

Putting it together

The CSM's day follows three steps:

  1. Check the deal to see what was promised.

  2. Review your completed calls to see how you did.

  3. Practise the hardest conversations before you have them.

Before you start

  • Deals needs a connected CRM: HubSpot, Salesforce or Microsoft Dynamics 365. If a customer's deal isn't on your Deal Dashboard, use Import Deal.

  • Deals and Real calls need to be enabled for your organization. If either one appears locked in your sidebar, contact your Hyperbound admin or Customer Success Manager.

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