Using AI to help CSMs see what changed, understand risks earlier and prepare better conversations.
I’m applying AI to practical Customer Success problems: turning customer information into intelligence, identifying what deserves attention and helping CSMs prepare for better customer conversations and decisions.
From customer evidence to human action.
These builds follow a practical Customer Success progression: understand the customer, see what deserves attention, prepare for the conversation and keep the human in the lead.
Customer Intelligence Agent
UNDERSTAND. Turns scattered customer evidence into a structured CSM brief while separating facts, inferences, hypotheses and what still needs validation.
Customer Intelligence Dashboard
SEE. Brings customer signals together so a CSM can quickly understand what changed, what needs attention and where more context is required.
AI Negotiation Lab
PREPARE. A practice environment for difficult renewal conversations, using AI to challenge the CSM, provide coaching and help strengthen the next move.
What these builds are helping me put into practice.
These builds are where I’m putting AI concepts into practice against real Customer Success workflows.
Designing instructions that separate evidence from inference and keep consequential decisions with the human.
Exploring and prototyping how AI can structure customer information, surface useful intelligence and recommend where a CSM may investigate next while preserving human approval for consequential decisions.
Turning scattered customer signals into a clearer view of what deserves attention.
Connecting customer information, AI analysis, CSM judgment and follow through into a practical workflow.
People, technology and better outcomes.
Dee Kachra is a Customer Success Manager who managed a $1M+ ARR portfolio of 120+ B2B SaaS accounts at Sage, achieving 114% of fiscal H1 2025 renewal quota and a Renewal Excellence award. She now builds AI prototypes for Customer Success teams.
My background spans SaaS Customer Success, software implementation, business analysis, and client-facing healthcare. Across those roles, the common thread has been understanding needs, making sense of information, and turning it into clear next steps. Today, I’m applying that same approach to how AI can improve Customer Success workflows and customer outcomes.
A career built around people, technology and outcomes.
Customer Success + AI
Building on my Customer Success experience, I’m applying AI through hands on prototyping with customer intelligence, prompting and guardrails, agent concepts, dashboards and workflow design. My focus is on how AI can help Customer Success teams make sense of customer information, identify what deserves attention and prepare for more informed customer decisions and conversations.
Corporate Account Manager
Managed a $1M+ ARR portfolio of 120+ B2B SaaS accounts across FinTech and HealthTech, with a focus on retention, adoption, value realization and renewal strategy.
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Closed fiscal H1 2025 at 114% of renewal quota, ranking at the top of Sage's CAM leaderboard and earning the company's Renewal Excellence Award. Converted approximately 25% of portfolio customers to three year agreements, securing longer term revenue commitments and reducing annual renewal cycles. Leveraged QBRs to uncover evolving business needs and align customers with relevant Sage Intacct capabilities, coordinating internal resources to resolve blockers and drive next steps. Identified customer knowledge gaps and coordinated targeted product demos and self service resources to drive feature adoption. Proactively managed renewal risk by monitoring customer engagement and stakeholder responsiveness, closing approximately 95% of renewals one month ahead of schedule. Partnered with Sage's Value team on at risk accounts to assess business needs, quantify the value of Sage Intacct and reinforce ROI with key stakeholders in support of renewal.
Speech-Language Pathologist
Managed a 35+ client caseload across hospital and private practice settings, driving strong client engagement and retention through individualized plans and measurable outcomes. Drove progress toward defined clinical outcomes through data based intervention and stakeholder engagement, with successful discharges requiring 80%+ goal mastery. Conducted 25+ evaluations monthly, identifying client needs and translating findings into actionable recommendations, goals and next steps.
Gwinnett County Public Schools · Ceridian · Clarus (acquired by Epicor)
Educational Mentor / Substitute and ESL Teacher, Gwinnett County Public Schools. Business Analyst, Ceridian. Software Implementation Consultant, Clarus (acquired by Epicor), supporting eProcurement and eMarket.
93 Days. Five Countries.
Turning an unstructured travel archive into a visual story with AI.
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