AI for customer success. Hear about risk from Ruby, not from the cancellation email
Ruby is an AI platform that monitors account health for customer success managers. Ruby tracks stakeholder changes, unresolved complaints, and engagement shifts across every call, then flags champion risk and account risk early enough to act. Each check-in starts from a brief rather than from memory.
Why is customer success still reactive?
A CSM carrying 40 or more accounts cannot reread every transcript before every call. The signals that predict churn, a champion going quiet, a complaint that never got resolved, a new stakeholder with different priorities, are all sitting in call history that nobody has time to revisit. Risk surfaces at renewal, which is the one moment it cannot be fixed.
How does Ruby detect champion risk?
Ruby tracks who is engaged on an account and how that changes. When your main contact stops attending, changes role, or leaves, Ruby flags it and shows whether a backup relationship exists. Losing a champion with no second contact is the most preventable form of churn there is.
Ask Ruby:Summarize this account's stakeholder map and flag any champion risk.Ruby pulls transcript history, cross-references CRM roles, and returns a risk flag in seconds.
Pre-call prep for check-ins Saves 45 minutes per call. What changed since last time: new stakeholders, unresolved issues, shifts in what the account is asking for.
Stakeholder identification Champion status, coverage gaps, and new arrivals, tracked continuously rather than rebuilt before each QBR.
HubSpot two-way sync Health signals and call outcomes write back to the account record, so the account's story is in the CRM when leadership asks for it.
Does Ruby work for post-sale accounts, not just open deals?
Yes. Ruby's context model carries across the full account relationship rather than closing when a deal closes. The same stakeholder mapping, call prep, and risk flagging that ran during the sale continues through renewal.
Start Now: Run a health check on your book
Frequently asked questions
What is champion risk?
Champion risk is the danger created when the person advocating for your product inside an account disengages, changes role, or leaves, and no second relationship exists to replace them. Ruby flags it by tracking engagement and stakeholder changes across calls.
How does Ruby know an account is at risk?
Ruby monitors stakeholder engagement, unresolved issues raised on calls, and changes in the buying or renewal committee, and surfaces the accounts where those signals have shifted.
Does Ruby replace a customer success platform?
No. Ruby adds the context layer: what was said, by whom, and what changed. It reads from your calls and CRM rather than replacing your CS tooling.
Can Ruby prepare QBR content?
Yes. Ruby generates content from account context, saving 3 to 4 hours per asset compared with assembling a QBR deck manually.
Which meeting tools does Ruby read?
Gong, Zoom, Google Meet, Microsoft Teams, Fathom, Fireflies, and Granola, plus Google Calendar and Outlook for scheduling context.
Is my customer data used to train AI models?
No. Ruby does not train models on customer data. Full detail is published at heyruby.ai/legal/security-commitment.