Digital Customer Success teams operate at a very different scale. Instead of managing a handful of high-touch accounts, each CSM may be responsible for hundreds of customers and tens of millions of dollars in ARR. Communicating value consistently at that scale is critical, but doing it manually doesn’t work.

That’s the challenge Noam Kahn, from Customer Success Operations, set out to solve with the Digital CS Value Agent.

Abnormal’s Digital CSM team manages roughly 300 accounts per rep, operating in a TechTouch model where engagement is primarily digital. These customers attend webinars, receive email communications, and only participate in live QBRs when necessary.

Despite the digital approach, one thing remains constant: CSMs still need to communicate business value, especially in the months leading up to renewal. Today, that process looks like this. A CSM generates a QBR, identifies the relevant metrics, copies them into an email template, looks up renewal details in Salesforce, drafts the email, and repeats the process for every account.

Individually, this might take 10 to 15 minutes per customer. At scale, it becomes a massive time sink that limits how consistently value can be shared across the portfolio.

The Digital CS Value Agent replaces that manual workflow with a fully automated one built entirely in Glean.

The agent starts by scanning a folder of completed QBRs. It understands which QBR template is being used and knows exactly which fields matter for value communication. From there, it extracts the right information (e.g. customer name, renewal date, attacks remediated, and other key metrics) and generates a personalized email for each account.

Each email is written using a standardized template, addressed correctly, populated with real customer data, and saved directly into the CSM’s Gmail drafts folder. The CSM can review, tweak if needed, and send without having to build the message from scratch.

In one example, a folder containing 12 QBRs was processed in about 10 minutes, producing 12 ready-to-send draft emails. What previously required manual copying, searching, and formatting now happens automatically.

What makes the Digital CS Value Agent powerful is that it doesn’t just save time, but also preserves quality at scale.

The emails aren’t generic. They reference real customer outcomes, such as how many attacks were remediated and when the renewal is coming up. They feel intentional and relevant, even though they’re generated automatically. This allows Digital CSMs to maintain a high standard of value communication without burning time on repetitive tasks.

It also standardizes how value is presented across the team, ensuring that every customer receives a clear, consistent message about the impact Abnormal is delivering.

For the Digital CS team, the impact is immediate and measurable. Tasks that once took 10–15 minutes per account now take under two minutes end to end. CSMs can spend more time focusing on strategy, risk, and engagement instead of assembling emails.

Early feedback from the team has been overwhelmingly positive. The agent makes it easier to stay ahead of renewals, communicate value proactively, and manage a large book of business without sacrificing personalization.

The Digital CS Value Agent lays the groundwork for even more automation across TechTouch workflows. Future iterations could expand beyond QBR emails to include renewal reminders, risk signals, or targeted value messaging based on customer behavior.

For now, it already delivers on its core promise: helping a small Digital CS team operate at massive scale while keeping customer value front and center.