A Customer Success Manager owns the client relationship — but delivering on that relationship depends on work happening across teams you don’t manage. When onboarding stalls because an internal team hasn’t completed their step, when a renewal is delayed because Legal is still reviewing, when an escalation goes unresolved — the client sees you as the point of accountability.
You spend significant time coordinating between your client and internal teams. Checking if Implementation finished their configuration. Following up with Finance on a billing question. Chasing Product for a timeline on a feature request. The coordination overhead between teams is what slows client outcomes, not the quality of your relationship management.
Every client in your portfolio adds another set of internal handoffs to manage. As your book of business grows, you can’t spend more time per client — you have to spend it more efficiently. But without structured processes, efficiency means less attention per client and more things falling through the cracks.
Moxo orchestrates the internal and client-facing processes that drive outcomes. AI agents handle follow-ups, status tracking, and routing between teams. Humans stay in control of client-facing decisions, exceptions, and escalations. The result is faster resolution times, fewer dropped handoffs, and the ability to manage a larger book of business without sacrificing client experience.
