Dico Angelo — Suger CS Take-Home

The 7 Findings

Ranked by dollar exposure, not alarm value

Every finding is a workflow gap — each with samples, each with a fix that ships in 30/60/90 days.

Sentiment dark zone Fix: Day 60 · Gong webhook

$3.69M · 238 accounts untagged · HIGH

Bug debt Fix: Day 45 · Eng owner routing

$2.68M · 108 customers · MED

Renewal book uncovered Fix: Day 14 · Ladder 90/60/30/0

$2.39M · 142 overdue · HIGH

No CRM integration Fix: Day 60 · Packaged onboarding

$1.82M · 173 accounts · MED

Stuck Emerging Fix: Day 45 · Promotion rules live

$1.60M · 180 accounts · MED

Contract dates missing Fix: Day 5 · Validation rule

$1.05M · 95 accounts · HIGH

Zero marketplaces live Fix: Day 30 · Triage split

$357K · 41 accounts · LOW

Data Exercise · 4 Priority Answers

The four questions, answered with named customers

The prompt asked for a Maturity score, the top health/prioritization pick, the strongest expansion candidate, and the biggest churn risk. Here they are — one card each, one click to the live row in the dashboard.

Priority answers first. The cards below are the direct responses to the exercise. Everything above is the operating system they plug into. Every card links to the interactive dashboard filtered to the named account.

Above & beyond · The whale we're ghosting

#241 is the account that should have been on this exercise

The dataset's exercise sample doesn't flag it — but #241 is a $62.6K ARR account that has pushed $618M through Suger in the last 6 months across 3 marketplaces and 1,265 private offers. It's 184 days past renewal with no sentiment captured. That's the largest disbursement-per-ARR ratio in the book. One call, one contract backfill, one sentiment tag — every motion I'm proposing stands or falls on whether we catch accounts like this one before they silently leave.

#241·ARR $62.6K·3 MPs·$618M disbursed·1,265 offers·184d overdue·no sentiment

Open #241 in dashboard

Q1 · Maturity scoring

41 Advanced · 95 Scaling · 180 Emerging

Explicit rules, not subjective tiers. Advanced = 2+ MPs live + $500K+ disbursed + 10+ offers/6mo. Scaling = 1+ MP + ($100K+ OR 10+ offers). Default Emerging. Promotion events fire the CSM playbook — Scaling unlocks new plays, Advanced unlocks exec alignment.

Advanced 41·Scaling 95·Emerging 180·57% Emerging = upside

See maturity playbook

Q2 · Health & prioritization

#196 — top priority save call

Priority = risk × log(1+ARR). #196 ranks #1 because it combines meaningful ARR with a 5-pillar health collapse in Renewal (103 days overdue, no auto-renew) while Adoption still shows 2 MPs live — meaning the product works, the contract motion failed. One call fixes it.

#196·ARR $71.9K·2 MPs·Health 66.9·103d overdue·73 offers

Open priority queue

Q3 · Expansion

#289 — strongest expansion candidate

Offers grew +91% over 6 months on a single marketplace. Expansion move: land a 2nd MP (GCP or Azure), ship a private-offer bundle via MCP create_private_offer(). ARR uplift 2–3× on the same logo, same CSM, same contract cycle.

#289·ARR $50K·1 MP·797 offers·+91% 6mo trend

Open expansion pipeline

Q4 · Churn risk

#35 — biggest churn risk in the book

Every red flag lit: 119 days overdue, zero offers in 6 months, no sentiment captured, 2 MPs live but no momentum. This is the exact pattern the three-field capture gate is designed to prevent — today it took a manual audit to surface. Post-gate, it would have paged T-90.

#35·ARR $69.4K·2 MPs·0 offers·119d overdue·no sentiment

Open churn-risk queue

The Thesis

Every rule in this package is downstream of one governance gate: every account must have a dated contract, a tagged sentiment, and a named owner — before a dashboard exists.

Name the gate before the rule. That's the difference between a CS program that scales past 316 customers and one that drowns in spreadsheet reconciliation at 400. The AI-enablement half of this role lives in the same gate: once capture is clean, MCP agents do the mechanical work, and the CSM spends their day on the 20 accounts where judgment actually matters.

Recent research names the underlying failure mode: Dynamics Blindness — enterprise AI agents operate from a frozen snapshot of workflow state and cannot predict cascading side effects when upstream fields change. A renewal date shifts; agents downstream keep executing stale playbooks. The three-field gate is the fix: it forces the world model to be current before any agent action runs. The CSM's new job isn't to use AI tools — it's to maintain the live world model that makes agents trustworthy.

The system, visualized

Seven diagrams, one CS operating system

Each diagram answers a JD question with the real dataset behind it — data model, findings, health, maturity, agents, gate, and the ship schedule.

Capture gate flow: contract_end_date, sentiment, owner__c feed into renewal ladder, MCP agents, exec dashboard, priority queue, churn-save, and expansion pipeline

01 · ThesisThree upstream fields unlock every downstream CS motion.

Suger data model ERD: Account, Contract, Integration, Disbursement, CosellOpportunity, HealthSignal, Bug, PrivateOffer — with the three capture-gate fields highlighted

02 · Data model8 objects, 5-pillar health rollup, priority = risk × log(1+ARR).

5-pillar health decomposition: Adoption 25%, Momentum 25%, Revenue 20%, Quality 15%, Renewal 15% — with distribution strip and failure plays

03 · Health scoreEach pillar has a measure, a trigger, and the play that fires.

7 findings ranked by $ ARR exposure: sentiment dark zone $3.69M, bug debt $2.68M, renewal uncovered $2.39M, no CRM $1.82M, stuck emerging $1.60M, contract dates missing $1.05M, zero marketplaces $357K

04 · Findings$5.05M book · 52% exposed · 3 fixes ship Week 1.

Maturity ladder: Emerging (180 / $1.60M) → Gate 1 (2 MPs + cosell + first disbursement) → Scaling (95 / $1.91M) → Gate 2 (3 MPs + trend + health ≥60) → Advanced (41 / $1.54M)

05 · MaturityDeclarative promotion rules, auto-fired on field change. Target: ≥10/mo.

5 MCP agents: sentiment capture bot, renewal-stage advisor, bug-triage router, expansion-play drafter, churn-save intervention — all reading and writing through the capture gate

06 · AI enablement5 agents, CSM-in-the-loop, all writes routed through the capture gate.

30-60-90 roadmap mapped to JD pillars: CS motion, governance, reporting, AI enablement

07 · Ship scheduleWeek-1 quick-win Day 5. One visible win per pillar, per 30-day window.

Why this shape

Where this approach comes from

Three priors that shape every decision in this take-home.

01 · Contentsquare CSM

Lived the One-CRM failure mode.

Watched a 2-year CRM cutover die on two sources of truth and no capture gate. The fix is never a migration script — it's a gate that makes un-captured work inhospitable to the rest of the motion.

02 · AWS co-sell operator

Built marketplace-partner motions end-to-end.

Private-offer flows, co-sell registration, disbursement reconciliation — the exact motion Suger orchestrates for its customers. I know which fields matter because I've shipped against them.

03 · AI-enablement builder

Runs a multi-agent research stack daily.

ResearchGravity, UCW, MCP servers — I ship AI workflows into production, not slides. The "AI Enablement" half of this role is daily practice, not future tense.

From a 316-customer spreadsheet to a CS motion that scales past 400.