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How AMs and CSMs Can Use GTM One to Monitor Account Health and Reduce Churn Risk

Learn how AMs and CSMs can use GTM One to spot account risk and act early.

Ant CuomoAnt CuomoSenior Product Manager

Learn how AMs and CSMs can use GTM One to spot account risk and act early.

Overview

Account managers (AMs) and customer success managers (CSMs) need to know which customers need attention before a renewal is at risk. GTM One brings the pieces of that picture together in one place:

  • Signals in the Feed: Changes at the companies you follow (e.g., C-suite additions and departures, buying intent spikes, or review site activity).
  • Engagements on the company profile: Recent activity on the account and a conversation intelligence overview of what the customer is exploring, their pain points and use cases, and competitors they mention.
  • Voice of Customer in Meetings: Themes across many calls, so you can see what is coming up across your whole book of business instead of one call at a time.
  • Agents on the company profile: Pre-built agents that generate retention, expansion, and win-back plans for an account.
  • Agent team reports in the Feed: Reports your admins build and deliver to the Agents tab (e.g., escalation reports or win-back eligibility alerts).

This workflow relies on signals, conversations, and agent output that you review together, rather than on a single score.

Before You Start

  • Follow the accounts you manage. The Following tab of the Feed is built from the companies you follow. To follow a company, open its profile and click Follow in the header. You can also follow companies in bulk. See How to Follow a Company in GTM One. Updates for newly followed companies are processed overnight, so they may not appear in the Feed right away.
  • Connect your CRM and recordings. The Engagements tab on a company profile is available on paid plans. Conversation insights come from your recorded calls, including Chorus, Gong, or Zoom recordings.
  • Check your profile layout. The agents in the Run agent menu come from your profile layout. If you do not see an agent described here, contact your ZoomInfo admin.

Review Account Health Across Your Book of Business

Use this workflow on a regular cadence (e.g., once a week) or before a renewal conversation.

  1. In the left navigation panel, click Feed.
  2. At the top of the page, click the Following tab.
  3. Next to Group by, click Company to review each followed account with its recent signals.
  4. Click the name of a company with a signal that needs attention (e.g., a C-suite departure) to open its profile.
  5. Click the Engagements tab to review the account timeline and the conversation intelligence overview for the account.
  6. Click Run agent in the profile header.
  7. Select Retain, Expand, or Win-back, depending on the situation with the account.
  8. In the left navigation panel, click Meetings.
  9. At the top of the page, click the Voice of Customer tab.
  10. In the Scope section of the left rail, click Select Scope.
  11. On the Accounts tab, select the accounts in your book of business.
  12. Click Select.
  13. Click Run for this scope.
  14. In the Views list, click What They're Exploring, Challenges & Concerns, or Competitive Intelligence to review the themes across your calls.
  15. In the left navigation panel, click Feed.
  16. At the top of the page, click the Agents tab to review reports from your company's agent teams.

What to Look For at Each Step

Signals in the Feed

The Company view shows each followed account with its recent signals, grouped into sections you can expand (e.g., signals from the last 90 days). Signals that often matter to AMs and CSMs include:

  • C-suite additions and departures, which can mean a change in your executive sponsor
  • Buying intent spikes, including competitive research
  • Review site activity
  • Website visitors and form fills

To see one signal type across all of your accounts at once, click Signal next to Group by. Cards also show whether a company is a current customer and whether it has an open opportunity.

Engagements on the Company Profile

In the ZoomInfo default layout, the Engagements tab combines the Account timeline, Engaged contacts, Engagement overview, and Voice of customer sections for that one account. The Voice of customer section has What They're Exploring, Pain Points & Use Cases, and Competitive Intelligence tabs. Use it to confirm what a signal means (e.g., whether a competitor that showed up in intent data is also coming up on calls).

Agents on the Company Profile

The ZoomInfo default company profile layout includes these post-sale agents in the Run agent menu:

  • Retain: Analyzes account history, suggests retention tactics, and generates executive summaries to support renewals.
  • Expand: Identifies expansion potential, maps additional buyers, and generates tailored product expansion strategies.
  • Win-back: Builds personalized win-back strategies for lost or at-risk accounts using CRM data and web research.

Depending on how your workspace is set up, an agent either runs directly or opens chat with the agent's question already asked. Agent-generated documents for the account appear on the profile's Documents tab.

Voice of Customer in Meetings

Voice of Customer groups key findings from many calls into themes: what customers are exploring, the challenges and concerns they raise, and the competitors they mention. Findings are cited, so you can drill into the moments in the calls that support them. You can also filter findings by deal stage.

When you open the tab, it may already show results for your own team. To analyze a team instead of a set of accounts, click the Teams tab after you click Select Scope. You can select accounts or teams, but not both at the same time. If the left rail is collapsed on a narrow window, click Expand views and filters to open it.

Agent Team Reports in the Feed

The Agents tab shows output from agent teams that your admins have set up to deliver to the Feed. If no agent team delivers to the Feed yet, the tab is empty.

For Admins: Deliver Account Reports to the Feed

Agent Teams is available only when your account includes it, and only users with permission to create agent teams can build one. If you don't see Agent Teams in the left navigation panel, or the Create agent team button is unavailable, contact your ZoomInfo account team. When you create an agent team, you can choose to deliver its output to the Feed, where it appears on the Agents tab for your AMs and CSMs.

If Agent Teams is on your account, agent teams that support account health and retention work include:

  • Escalation reports: Summarize customer escalations so the right people see them.
  • Win-back eligibility: When a former customer exits a win-back hold period, push that to the Feed along with context from the prior deal.
  • Sales to customer success handoff: When an opportunity moves to closed in your CRM, generate a report for customer success that covers what was discussed, what was contracted, and what was promised.
  • Score change notifications: Let users know when an account's score changes.

Building an agent team is complex today and is best suited to RevOps teams. If you can't create agent teams and want a report like these, contact your ZoomInfo admin.

Tips

  • Follow versus Add to Audience: Following a company feeds its signals into the Feed and is processed overnight. Add to Audience adds the company to a list immediately, which is useful for tracking a renewal cohort.

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