REACH Scoring Agent
A Glean Agent that scores accounts across 5 dimensions on a 90-day cadence and key events — with human review, one-click Totango import, and historical score tracking.
Problem
Account prioritization depended on gut feel
Subjective judgment and inconsistent criteria made it impossible to scale CSM execution across a large portfolio.
Across a $250M ARR organization with 1,200+ accounts, Customer Success Managers relied on gut feel and inconsistent criteria to prioritize their time. Without a standardized scoring model, high-value expansion opportunities were missed and at-risk accounts slipped through the cracks. Manual scoring was too slow to be useful — by the time a CSM finished their review, the signals had changed.
Decision output
A scorecard a CSM can inspect, edit, and act on
The agent does not make the final call. It assembles the account evidence and keeps the human confirmation step attached to the decision.
Review surface
Full scorecard, dimension breakdowns, and evidence-backed justifications
A Slack DM links the CSM directly to the generated Glean conversation. The CSM reviews and can edit the scores and justifications before confirming the result.
Confirmed action
One click to Totango
Confirmed REACH scores sync into Totango by dimension. Historical tracking keeps each change visible on a timeline graph.
Operating cadence
Scheduled scoring, human confirmation
01
Run
The agent runs on a 90-day cadence, after key events such as objectives achieved, business reviews completed, or new scores received, and on demand for any account.
02
Review
When a run completes, a Slack DM links to the generated Glean conversation for scorecard review and editing.
03
Confirm
The CSM confirms with one click; dimension scores move into Totango and remain visible as historical changes over time.
Framework
REACH turns post-sale signals into an explainable decision
Rod Cherkas’s REACH™ framework for post-sale expansion revenue became a deterministic scoring engine grounded in connected customer signals.
Each dimension maps to data from Salesforce, Totango, Provisio, Gong, GSuite, Slack, and Qualtrics (NPS via SFDC), producing a scorecard CSMs can act on immediately.
R
Relationships — Stakeholder Mapping
Mapped the depth and breadth of customer relationships — number of engaged stakeholders, executive sponsor connections, and cross-functional touchpoints. Scored stakeholder coverage against account tier, flagging single-threaded relationships at highest renewal risk. CSMs could sort by R-score to prioritize accounts with thin executive coverage before contract renewal.
E
Engagement — Beyond Usage Metrics
Measured engagement as a leading indicator of expansion — not just login counts, but meaningful interaction patterns: feature exploration, training participation, Gong call cadence, and proactive support outreach. Accounts with rising E-scores were flagged for upsell conversations; declining scores triggered re-engagement plays.
A
Actions — Signal Capture
Trained the scoring model to detect small expansion signals before they became obvious — feature requests in support tickets, org changes in Salesforce, budget cycle timing, and champion tenure shifts. The system captured these actions and prompted CSMs to act within 48 hours, turning weak signals into expansion opportunities.
C
Customer Value — Executive Resonance
Scored how effectively CSMs demonstrated measurable ROI to executive stakeholders — QBR completion rate, documented business outcomes, NPS/CSAT trajectory, and executive meeting frequency. Accounts with low value resonance were flagged for executive sponsorship intervention before the relationship deteriorated.
H
Horizons — Future Growth Mapping
Assessed expansion opportunity across new business units, geographic regions, and product lines. Scored white-space ARR, product tier ceiling, upsell signal recency from Gong calls, and customer headcount growth. High H-scores surfaced accounts where AE-led expansion conversations were likely to succeed.
Scoring model
Deterministic logic, not black-box AI
Each dimension uses a base score plus additive modifiers tied to concrete data signals, making the result auditable to CSMs and leadership.
R×0.30 + E×0.20 + A×0.25 + C×0.15 + H×0.10
Green
≥ 75
Yellow
≥ 50
Orange
≥ 30
Red
< 30
Results
Execution focus at scale
1,200+
Accounts scored on cadence
$250M
ARR org-wide impact
One
Click to import into Totango
Operating system
Connected to the workflow, not beside it
Connected systems
Salesforce · Totango · Provisio · Gong · GSuite · Slack · Qualtrics (NPS)
Agent framework
Glean Agent · Scheduled cadence (90-day) · Event-based triggers · Slack notifications · Human-in-the-loop review · One-click Totango sync · Historical score tracking · Deterministic scoring model
Discover
Signal mapping & constraint analysis
Design
Deterministic base+modifier scoring
Deliver
Scheduled agent with human review flow
Refine
Calibration loop & segment tuning