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For customer success
The renewal signal you find in week 12. Now in week 1.
Totem checks in with every account on your book, including the quiet ones. By Friday, you have the list of accounts most likely to walk, and the exact line they used.
Silent betaFully free in beta
Q2 Customer Check-ins
Customer check-ins. Totem ran this conversation across 11 accounts and synthesized what came back into the takeaway below.
Key findingsAI-synthesized from 11 accounts
Renewal signals are strong for 8 of 11 accounts, the ones who shipped a workflow in the last 90 days. Three flagged dashboard performance as the thing that'll decide renewal. Two have already started evaluating alternatives, and four want a deeper training session before they expand.
- Shipped recently
- Dashboard perf concern
- Evaluating alternatives
- Wants deeper training
- Expansion-ready
- 40%Positive
- 40%Friction
- 20%Focus
- Responses
- 0
- Fully completed
- 0/0
- Avg. completion
- 0%
- Avg. length
- 0m
From silent-beta calls
“I went into the renewal call quoting their words back to them. They were stunned that we'd actually heard. We renewed.”
— a CS lead, week before her QBR
What customer success teams ask first
“But my customers won't engage with an AI.”
They engage more than they reply to your CSAT email. Async-and-at-their-own-pace is what Totem buys; the customer who didn't have time for a 30-minute QBR has time for a structured 8-minute conversation at 11pm. In the silent beta, even quiet accounts that wouldn't have answered anything else are completing these.
What customer success teams start with
The conversations CS teams stop skipping.
Churn diagnostic
Churn diagnostic
The shape of every cancellation, side by side.
NPS deep-dive
NPS deep-dive
Why detractors detract, promoters promote.
Voice-of-customer for product
Voice-of-customer for product
What customers would defend in the roadmap meeting.
Why CS teams pick Totem
- 01
The quiet accounts speak first. Totem reaches every account on the book, not just the ones who reply to your emails. The signal you're missing is in the silence.
- 02
Churn risk has language now. Not 'last activity 28 days ago.' Specific quotes about specific frictions, ranked by how often they came up across the cohort.
- 03
Renewals grounded in conversation. Not pipeline math. The forecast you bring to QBR is anchored in what the customer actually said.
What changes
What changes for customer success teams.
- 01
The selection bias of surveys
NPS and CSAT replies skew toward the customers who answer. The accounts that don't fill the form are often where churn lives, and they speak fluently when asked the right way.
NPS framework · Bain & Company (Fred Reichheld)
- 02
Renewal week 12 to renewal week 1
Quarterly renewal-call cohorts catch the obvious flight risks. Structured monthly check-ins catch the quiet ones, where silence itself is the signal.
- 03
From data aggregation to depth conversation
Most VoC platforms aggregate signal across channels. Totem produces signal that doesn't yet exist by running structured async interviews with every account.
Common questions
What customer success teams ask before they try Totem.
- How can customer success teams check in with every account at scale?
- By running async AI-moderated check-ins instead of depending on response rate to email. Totem reaches every account on the book, holds a 10-minute structured conversation on the customer's schedule, and surfaces the cohort-wide patterns — including the accounts that would never reply to a CSM's outreach.
- What's the best tool for async customer check-ins?
- Most check-in tools are surveys (NPS, CSAT) — closed-ended, low-fidelity, and selection-biased toward customers who reply. Totem runs depth interviews instead: same questions across the book, real follow-ups, verbatims preserved. CS teams use it for renewal intake, QBR prep, and post-onboarding pulse.
- How can CS teams catch churn signals earlier?
- By turning the renewal call into a renewal cohort — running the same structured check-in with every account quarterly, not just the ones who escalate. Totem's synthesis ranks accounts by churn-language patterns ("integration friction", "tier confusion") and grounds each in the customer's exact words. The signal you find in week 12 shows up in week 4.
- How does Totem help with NPS and voice-of-customer programs?
- Traditional NPS gets you a number and a sentence; Totem gets you the why across the cohort. Each NPS check-in becomes a 10-minute depth interview — the rating and the structured probe behind it — synthesized into themes ranked by frequency and severity. The output goes to product and exec teams as a real VOC artifact, not a dashboard.
- How is Totem different from Gainsight or ChurnZero?
- Gainsight and ChurnZero are CS operations platforms — health scores, tasks, automation. Totem is a CS conversation platform — it runs the structured customer dialogue itself and feeds the synthesis back into the operations workflow. They're complementary, not overlapping.
- How do CS teams reach quiet accounts?
- By making the check-in async and structured. Most CSM outreach gets ignored not because the customer doesn't care, but because they don't have a calendar slot. Totem's interview runs in the customer's own time, takes 10 minutes, and produces verbatim signal from accounts that would otherwise stay silent — the renewal-risk pattern hidden in the silence.
Your turn
Describe the check-in. Hear back from every account.
One prompt covers the whole book. Totem runs the check-in async with each account; you wake to the renewal forecast that survived contact with reality.
Drop your promptFree during the betaNo cardYour prompt, your data