NOTE: Demo visuals use either blurred real data or synthetic placeholders to protect customer privacy.

Quarterly business reviews are a critical part of how Customer Success Managers (CSMs) demonstrate value, measure account health, and guide customer strategy. But preparing a QBR has traditionally been a tedious, manual process.

The current processes were presenting efficiency issues:

1. CSMs spend over 30 minutes per customer pulling data from Salesforce, Jira, Gong, and other sources.

2. Important insights can be missed, especially when spread across disconnected systems.

3. Time spent on prep means less time for the high-value work of strengthening relationships and driving outcomes.
   

The result? QBRs get done, but with inconsistent depth and efficiency.

Ellie built an AI agent in Glean that transforms the process. Instead of toggling between tools, CSMs simply enter a customer’s name.

The agent:

• Queries Salesforce for account data and deal history.

• Searches Jira for open support cases.

• Surfaces insights from Gong call transcripts over the last 90 days.

• Runs relevant web searches.

• Synthesizes all of it into a structured QBR summary with account overview, key highlights, and recommended next steps.

What used to take half an hour now happens in just a few minutes, and now brings more accuracy and depth.

The AI agent has already been rolled out and is getting enthusiastic reviews:

• “This would give a CSM or exec that doesn’t know anything about the account a great summary.”

• “This surfaced critical intel I would’ve missed.”

• “The insights are spot on and save me time every week.”
  

The value is clear:

• Time savings: Prep drops from 30 minutes to a few minutes.

• Better insights: The agent uncovers details that might otherwise be overlooked.

• Strategic focus: CSMs can spend more time in conversations with customers instead of chasing data.

Ellie and the team see this as the beginning of a bigger vision: an AI companion for CSMs. Beyond QBR prep, future agents could help with product research, operational workflows, and real-time meeting intelligence, ensuring every customer interaction is as informed and impactful as possible.

What makes this project stand out isn’t just the efficiency, it’s Ellie’s mindset. By listening to CSM pain points and applying AI in a practical way, she turned a repetitive task into a strategic advantage.

That’s the culture at Abnormal: empowering anyone, in any role, to be an innovator. With curiosity, creativity, and a little AI, even routine workflows can be transformed into game-changers.