Outsourced Customer Success run by AI + humans.

AiTCSG augments — it doesn’t replace. Your existing CSMs keep their named accounts and their renewal numbers; we take tier-1 deflection off their plates so they can actually run QBRs and expansion plays. We also pick up the “long tail” book that today gets a once-a-quarter check-in if you’re lucky. Net effect: your senior CSMs get their time back, and the long tail gets a real CS motion for the first time.

Yes. The diligence phase exists specifically to ingest your KB, runbooks, and historical ticket corpus — that’s how Manny gets trained, and it’s how the pod gets up to speed on your domain. We’ve operated against B2B SaaS, hardware-IoT, and telecom-channel products. If your KB is thin, we help you write it as part of phase 1; that documentation becomes a deliverable you keep.

Tier-1: how-to questions, configuration, light troubleshooting, account/billing lookups — deflected by Manny with human-in-loop fallback. Tier-2: workflow consulting, integration troubleshooting, escalations — handled by the AiTCSG human pod. Tier-3: bug reports, feature gaps, architectural escalations — routed to your engineering on-call with a clean handoff packet (repro, customer impact, severity). The tier boundary is calibrated against your actual ticket history during diligence, not assumed.

AiTCSG runs on Intelligent IT’s SOC 2-aligned platform with tenant-isolated data, role-based access controls, and full audit trail. Manny is deployed against your KB inside an Anthropic-backed Compliant AI Gateway — no customer data leaves to third-party LLMs uncontrolled, no training on your data. We sign your DPA, your BAA where applicable, and your customer-specific data-handling addenda. Sub-processors are listed in writing.

Yes to QBRs — that’s a core deliverable. We build the deck (adoption, ROI narrative, expansion path, renewal posture), rehearse internally, and either deliver the QBR ourselves or hand it to your CSM/AE depending on the account. On renewals: we run the renewal motion (renewal forecast, risk flags, expansion-vs-flat-vs-down classification, exec involvement triggers), but the actual renewal close stays with your AE/CSM — the dollars are your team’s number, not ours.

Five metrics, reviewed weekly during pilot and monthly thereafter: (1) tier-1 deflection rate — target 60–80% within 60 days; (2) time-to-first-response — target under 5 minutes for in-product, under 1 hour for email; (3) NPS/CSAT delta vs baseline — target +5 points within one quarter; (4) renewal-risk early-warning hit rate — target 80% of churned accounts flagged 30+ days ahead; (5) QBR coverage — target 100% of accounts above $50K ARR every quarter. The number that matters most varies by company — we agree on it during phase 1.

30 days. The pilot is a defined customer cohort — usually a vertical slice (e.g., the “mid-market self-serve” segment, or one product line) so the metrics are clean. Diligence + hand-off are weeks 1–2 (run in parallel where possible), pilot live by week 3, full month of operation, formal pilot read-out at day 30 with a green/yellow/red call on scaling. If the read-out is yellow we tune before scaling; if it’s red you walk away with the diligence deliverables and the trained Manny instance, no scale obligation.

AiTCSG is priced as a flat monthly retainer scoped to your customer count and ticket volume — not per-seat. A typical post-Series-A SaaS engagement (8 CSM-equivalent capacity, ~150–500 customer accounts) lands at ~$15K/month all-in once steady state is reached. That includes Manny tier-1, the human pod, pulse surveys, onboarding playbooks, and QBR delivery. For comparison: hiring 5 in-house CSMs would run roughly $1M loaded over 12 months and you’d still be 9 months from full ramp. Final pricing is scoped in discovery — see /pricing for the full platform tier table.