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Welcome, Customer Success Manager!

This guide will help you master Thread’s tools and workflows to deliver exceptional, scalable customer onboarding experiences. [SCREENSHOT: CSM dashboard showing all main sections] Caption: The CSM dashboard gives you centralized control over all customer implementations

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Your Daily Workflow

As a CSM using Thread, your typical day involves:
1

Review Implementation Tab

Check for AI-generated action drafts requiring your review across all accounts
2

Edit & Execute Actions

Customize drafts, add personal touches, and execute approved actions
3

Monitor Account Progress

Track milestone completion, customer engagement, and overall health
4

Respond to Customer Actions

Review customer submissions (forms, documents) and take next steps
5

Update Milestones

Mark phases complete, unblock stuck accounts, adjust timelines

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Key Sections of Thread

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Templates

Where admins create reusable onboarding workflows. What you’ll do:
  • Review existing templates
  • Suggest improvements based on customer feedback
  • Sometimes create custom templates for unique customer needs

Learn More

Deep dive into template creation and management

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Accounts

Your command center for managing customer implementations. [SCREENSHOT: Accounts list showing status, milestones, and next actions] Caption: The accounts view shows everything at a glance Features:
  • Accounts List - All customers with status and progress
  • Account Details - Deep dive into specific customer
  • Implementation Tab - Review and execute actions
  • Timeline View - See milestone progression
  • Handoff Summary - View AE handoff Q&A

Learn More

Complete guide to account management

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Connectors

Integrations with HubSpot, Slack, Notion, Google, and more. What you’ll do:
  • Verify integrations are connected
  • Test Slack messages before sending
  • Sync customer data from HubSpot

Learn More

Explore integration capabilities

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Settings

Organization configuration and team management. Admin-only features:
  • User management and permissions
  • Handoff form questions
  • Organization branding
  • Billing and subscription

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Implementation Tab (Your Main Workspace)

The Implementation Tab is where you spend most of your time reviewing and executing actions. [SCREENSHOT: Implementation tab showing action list grouped by milestone] Caption: Actions are organized by milestone for easy review

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Action States

Actions progress through these states:
StateWhat It MeansYour Action
PendingTrigger hasn’t fired yetWait for scheduled time
ReadyDraft generated, needs reviewReview and edit if needed
Review PendingYou’ve requested changesEdit and approve
ExecutedSent to customerWait for customer response
CompletedCustomer respondedMove to next action

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Action Review Process

Thread generates AI-powered drafts based on customer context.Review checklist:
  • ✅ Personalization is accurate (company name, contacts, etc.)
  • ✅ Tone matches your brand voice
  • ✅ Content is relevant to this customer’s situation
  • ✅ Links and CTAs are correct
  • ✅ No placeholder text remains
[SCREENSHOT: Action review modal with AI-generated email draft]

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Managing Multiple Accounts

Thread helps you juggle many customers simultaneously.

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Account Prioritization

Filter and sort accounts by:
  • Status - active, at_risk, completed, churned
  • Milestone - See all customers in “Implementation” phase
  • Next Action Date - Accounts needing immediate attention
  • ARR - Focus on high-value customers
  • CSM - See only your assigned accounts
[SCREENSHOT: Accounts list with filters applied] Caption: Filter accounts to focus on what needs attention today

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Batch Actions

Execute similar actions across multiple accounts:
  1. Review drafts for multiple customers
  2. Make edits if needed
  3. Execute in bulk for efficiency
Batch execution coming soon! Currently, actions are executed one at a time.

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Milestone Management

Milestones represent phases of the customer journey. You control when they progress.

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Starting a Milestone

When you’re ready to begin the next phase:
  1. Navigate to account Timeline tab
  2. Find the pending milestone
  3. Click “Start Milestone”
  4. Thread automatically triggers actions configured for milestone start
Don’t start milestones prematurely! Ensure the customer has completed prerequisites from the previous phase.

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Completing a Milestone

Mark milestones complete when:
  • All actions are done
  • Customer has met exit criteria
  • You’ve confirmed readiness for next phase
To complete:
  1. Go to Timeline tab
  2. Click milestone dropdown
  3. Select “Mark as Complete”
  4. Next milestone automatically moves to “In Progress”

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Blocking a Milestone

If a customer gets stuck:
  1. Click milestone dropdown
  2. Select “Mark as Blocked”
  3. Add a note explaining the blocker
  4. Customer sees status update in their portal
[SCREENSHOT: Blocked milestone with blocker note visible] Caption: Blocked milestones show both to CSMs and customers
Communicate with customers when blocking! They’ll see the status change in their portal and may reach out.

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Customer Communication Best Practices

Thread automates communication but humans make it personal.

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Email Best Practices

Thread fills in and , but add specific details:
  • Reference their industry or use case
  • Mention previous conversations
  • Include relevant examples or resources
  • Acknowledge their specific challenges
Customers are busy. Make emails easy to digest:
  • Use bullet points for lists
  • Bold key actions or dates
  • Include clear CTAs
  • Break up long paragraphs
Tell customers what to expect:
  • When will they hear from you next?
  • What do they need to do?
  • What’s the timeline?
  • Who else is involved?
Read your email out loud. Does it sound like you?
  • Match your brand voice
  • Avoid overly formal language unless your brand requires it
  • Use conversational tone
  • Show enthusiasm!

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Portal Actions Best Practices

When requesting forms or documents:
  • Explain why you need this information
  • Show examples if helpful
  • Set expectations for review time
  • Offer help if they have questions
Limit active portal actions to 2-3 at a time:
  • Use action delays to space them out
  • Complete one before starting next
  • Group related actions together
  • Give customers breathing room
When customers submit forms or docs:
  • Review promptly (within 24 hours)
  • Send acknowledgment or next steps
  • Answer any questions they raised
  • Keep momentum going

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Reporting & Analytics

Track your performance and identify improvement areas.

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Key Metrics to Monitor

Time to Value

Average days from kickoff to go-live

Milestone Velocity

How quickly customers progress through phases

Action Completion Rate

Percentage of executed actions customers complete

Customer Engagement

Portal visits, form submissions, document uploads
Advanced analytics dashboard coming soon! Currently, metrics are available per-account.

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Getting Help

Sign In

Log in to your Thread account

Support Email

Get help from our team

Template Library

Browse proven templates and best practices

Integration Guides

Set up and troubleshoot integrations

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What’s Next?

1

Master Templates

Learn how to create and optimize onboarding templates

Go to Templates Guide →
2

Manage Accounts

Deep dive into account management workflows

Go to Accounts Guide →
3

Leverage Automation

Understand triggers, scheduling, and AI generation

Go to Automation Guide →