October at Sonora: From Insights to Outcomes

Five product updates. One goal: help a single CSM, Account Manager or an FDE manage 300+ accounts without losing the personal touch.

This month, we’re making Sonora more autonomous, measurable, and connected to the tools your team already uses. From agents that work toward specific customer outcomes to health scores built around your business, here’s what’s new.

Workflow Goals = Measurable Outcomes

One of our customers has roughly 8,000 accounts in its long tail. They discovered that customers who activate five specific features rarely churn.

The challenge? No CS team can personally guide 8,000 accounts through five features.

Now, Sonora agents can work toward a measurable goal.

Set a goal for any workflow, like getting customers to activate five specific features. Sonora agents work each account toward that goal, using personalized outreach informed by customer context and product usage.

You control how much autonomy to give them:

• Auto mode: agents execute outreach autonomously.
• Human-in-the-loop: CSMs review and approve emails before they’re sent.

Set the workflow to stop once a customer reaches the goal. Sonora tracks goal completion across every workflow, so you can see what’s working. Kit can also help you define goals and analyze results.

The play: Onboarding → Activation. Identify purchased features that haven’t been activated, trigger personalized outreach, and measure success through actual product adoption, not email opens.

Developer-First Sonora

Your CS operations shouldn’t live in another disconnected tool.

With new tenant API keys and our documented v1 API, your team can trigger Sonora workflows and retrieve results directly from your existing systems.

Start a workflow for up to 100 accounts in a single API call. Connect Sonora to your internal tools, automations, or applications without changing how your team works.

The play: Stakeholder Changes. When your systems detect that a champion has left or engagement is declining, trigger a Sonora workflow to prepare personalized outreach and an executive account summary, helping your team re-establish relationships before they become renewal risks.

Health v2: Built Around Your Business

Not every customer should be measured the same way.

An enterprise account with a dedicated CSM has different success criteria than a self-service customer. Yet most health scores treat them alike.

Health v2 lets you define what healthy means for your business.

Combine signals from across your customer data:

• Product usage: adoption, engagement, and usage trends.
• Customer context: support issues, sentiment, renewal intent, and relationship signals.
• Your own data: custom metrics and external signals that matter to your business.

Kit helps you create missing signals, build the scoring model, and explain what’s driving each account’s health.

You can also tailor scoring by customer segment, so enterprise and downmarket accounts are evaluated against the right criteria.

Every score is explainable, with contributing signals visible directly in your account tables and Customer 360.

The play: Risk → Renewal. Surface accounts with declining adoption or unresolved issues, launch targeted recovery workflows, and generate QBRs with cited evidence for CSM review.

New Integrations = More Context

Agents are only as good as the context they have. This month, we’re connecting Sonora to even more of the systems your teams rely on.

• Mixpanel: bring product usage into Sonora to connect customer engagement with actual adoption.
• Plain: analyze support conversations, write Sonora’s findings back into Plain, and surface account context directly inside customer cards.
• Claude: access Sonora as a connector inside Claude, bringing customer intelligence into your existing AI workflows.
• BigQuery: connect warehouse data to customer intelligence.
• Databricks: bring lakehouse data into the same customer view.
• Gmail: bring email and relationship history into the same customer context.
• Google Calendar: bring meetings into the same customer context.

The play: Earlier Risk Detection. Connect a decline in product usage with a frustrated support conversation or a disengaged champion. Give agents the full picture so they can identify risks before your next renewal meeting.

First Agent in Under 5 Minutes

Getting started with Sonora shouldn’t require an implementation project.

With simplified Google consent and per-user Gmail sync, you can connect your data and start exploring your customer accounts in minutes.

No lengthy setup. No waiting on IT.

Sign up, connect your accounts, and see what your agents can uncover.

Get started with Sonora →

The Personal Touch, at Scale

The future of Customer Success isn’t about asking CSMs to do more manual work. It’s about giving every customer the attention they deserve, regardless of account size.

Agents can continuously monitor every account, identify what needs attention, and take action. Your team decides where human judgment matters most.

300 accounts per CSM. Personalized engagement at every step. Measurable outcomes, not just activity.

That’s what we’re building at Sonora.