Flosum is a leading Salesforce-native DevOps platform trusted by enterprises to simplify release management and accelerate development cycles. As the business scaled, so did the pressure on Customer Success: more accounts, higher retention expectations, and tighter budgets. Adding headcount was off the table.
The symptoms were familiar. CSMs spent meaningful time pulling data from disconnected systems rather than talking to customers. By the time a risk became visible, the window for easy intervention had often already closed. The effort was there. The leverage wasn't.
"The constraint was never effort. It was leverage. And now we have it."
Flosum Customer Success LeadershipRather than layering another point solution onto an already fragmented stack, Flosum chose Magnify as the foundation for their first true digital CS program. Three capabilities drove the transformation.
At the center of this transformation is Magnify's Analyst Agent, a purpose-built AI research capability that answers complex questions in plain language. No SQL, no BI tool, no ops request. Anyone on the GTM team can ask a question and get a sourced answer in minutes, deployed across CS and Sales.
For Sales: A live competitive deal crystallized this for the team. Brian Evans, Director of GTM, asked which existing customers had previously used a key competitor, why they switched, and who to approach for a reference. The answer arrived in minutes: specific customers, documented reasons for switching, and matched reference candidates ready for a live deal.
"This is a HUGE win for our team to be able to mine this data from existing customers."
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Magnify's agentic automations let Flosum describe the outcome they want in plain language, and the agent does the rest. For NPS, that meant a true closed-loop program: personalized surveys with meaningfully higher response rates, followed by automated motions that treat detractors and promoters differently. Every response flows back into health scoring so the signal compounds.
For renewals, CSMs now start each week with a prioritized action plan, not a dashboard to interpret, not a spreadsheet to parse. An actual list of recommended next steps generated automatically from product usage, support history, engagement data, and health scores. The agent can also take action by writing emails and prepping EBR materials.
Health scores that flash red after a customer has already decided to leave are not forecasting. Flosum needed a system that could see risk earlier and surface it in a form their team could actually act on.
Magnify connects signals across every customer touchpoint, including product usage, support history, NPS data, billing changes, and engagement patterns, and synthesizes them into a continuous, forward-looking view of account health with actual forecasted revenue. When accounts improve, the system updates immediately.
Renewals, NPS, and competitive intelligence were the starting point, not the destination. Flosum's plan is to systematize the full digital customer journey: onboarding, adoption, expansion, and advocacy, each built on the same foundation of connected data and automated triggers.
The teams that will define great Customer Success in the next five years won't be the ones that hire the most CSMs or build the most elaborate playbooks. They'll be the ones that build the right system underneath their teams: one that turns signal into action and makes proactive, revenue-driving behavior the default rather than the exception.
Ready to see this for your team?
See how Magnify helps CS teams automate programs, forecast retention, and surface competitive intelligence, all from a single agentic platform.
