You see the calendar, not the conversation.
Twenty customer calls a week per person, recorded somewhere, analyzed by no one — heard only by the CSM who was on them.
Customer success teams · 3 to 30 people
Customer success coaching: onboard every customer the same way — without sitting in every call.
Your CSMs run kickoffs, onboarding sessions, check-ins and renewals all week, and you see a calendar, not what was said. Ender Turing listens to and analyzes every conversation and shows you the week: which step each account reached, what was promised, which risks came up, who needs coaching — and how long each customer takes to reach value. Free for up to 3 people.
Customer success · this week Every conversation analyzed
Kickoffs9
Onboarding sessions7
First value confirmed5
Check-ins / renewals4
All onboarding steps covered5 of 7 · 2 accounts stalled at setup
Risks raised on a call3 accounts · 1 pricing, 2 adoption
Example week—illustrative numbers, not customer data.
The problem
Three CSMs, three ways to onboard — and you find out at the renewal.
This is our own case: Ender Turing's customer-success team is three people, remote, on calls all week. The manager wanted two things — coach them, and get every new customer to value faster and cheaper — without joining every call. If it sounds like your team, keep reading.
Onboarding quality depends on who did it.
Steps skipped, promises made, a risk mentioned once and never written down. Every CSM onboards their own way, and the first weeks look different for every account.
Time to value is a feeling.
Which accounts are stuck at setup, which never confirmed first value, which are quietly drifting — nobody can say until the check-in, or the churn email.
Coaching is a memory, not an example.
Feedback comes from the two calls you had time to join, not from the twenty that decided whether the customer stayed.
So the team can't take more customers without you listening more.
Every new account adds calls you cannot hear — and the only way to keep onboarding quality up is another manager, or another meeting.
What changed
Analyze the week in seconds instead of listening to it.
Ender Turing takes the recordings the team already makes and reads them for you — the same onboarding steps and required points across every CSM and every customer.
Before
A summary per meeting, for the CSM who was in it.
After
Every customer conversation of the team in one view.
Kickoff, onboarding, check-in, renewal — each analyzed against the steps and required points you set, filterable by CSM, customer and outcome. Open one customer and see every conversation in order. See conversations ↗
Before
Onboarding quality that depends on the CSM.
After
Every onboarding checked against the same steps.
Required points covered, promises captured, open risks visible — for every customer, whoever ran the session. See required-point checks ↗
Before
Time to value as a feeling.
After
Time to value per account, from the calls.
Which step each account reached and when — setup, first value confirmed, adoption — so the accounts that stalled show up this week, not at the renewal. See Funnels ↗
Before
Coaching from memory.
After
Coaching from the onboardings that reached value fastest.
Put the sessions that got a customer to value in two weeks next to the ones that took six — same CSM, same product — and coach the difference from the exact transcript moment. See Playlists ↗
Before
More customers means another manager.
After
More customers with the same three people.
The board scales with the calls; your attention goes where the numbers point. Quality follows, as a result instead of a project.
You define the onboarding steps and the required points per conversation type. Ender Turing does the listening and the analysis.
Your stack stays
Keep recording the way you do.
Meeting recorders
The documented Fireflies app imports completed meetings. Fathom and other recorders supply recordings through an available app, API, SFTP or upload path; Zoom, Google Meet and Microsoft Teams meetings can also be recorded directly by the Ender Turing browser extension.
Phone calls
Support and check-in calls from your CRM's dialer or phone platform arrive through a documented app or connector — so the calls sit next to the meetings for the same customer.
Your conversation types
Install a template from the library and shape it into your conversation types — kickoff, onboarding session, check-in, QBR, renewal — adjusting the steps and required points to how your team actually onboards.
After the call: Ender Turing analyzes conversations once they end. It is not a notetaker, a ticketing system or a CRM, and it does not replace any of them.
Under the hood
Customer success call analysis, by name.
Every promise on this page is a documented function in the product. Here is what does what — and the guide for each.
Every conversation with one customer, in order
Open an account and the Conversations view lists every call and meeting the team had with them — kickoff to renewal — with a prev/next strip through the customer's history. Nothing said on the third call is lost by the sixth.
Onboarding steps and time to value
Topics tag which step each call reached — setup, first value confirmed, adoption; Funnels show how accounts move between steps and where they stall, per CSM and per customer.
Required points, promises, risks
Compliance rules check the points every onboarding must cover; Scorecards hold what a good session contains and AutoQA answers them on every call, with accuracy against your own reviews visible and improving.
A risk raised → the manager knows today
Enders (automations) — a customer mentions canceling, pricing or a competitor → notify the manager; an onboarding session skipped a required step → add it to the review queue. In-app and by email through Notifications.
Ask the week a question
Chat with EnderGPT answers "which accounts raised a risk this week?" or "what did new customers ask most in onboarding?" with citations to the exact calls. Scheduled chats send the same question every Monday, per CSM or for the team.
Coach without a meeting
Pin the onboardings that reached value fastest into Playlists, assign them with Training plans, and let each CSM see their own scores and feedback on My Dashboard. Comments and @mentions land on the exact moment.
The manager's board: the Dashboard ↗ shows the week by CSM, customer and step; Charts ↗ compare CSMs, periods and conversation types; Discovery ↗ finds every call where a phrase — a feature name, a competitor, "cancel" — was said, and jumps to the second.
The result the team is after
The same three people, more customers, faster to value.
Customer-success teams don't run on QA scores. They run on customers that reach value and stay. This is what the board shows every Monday.
Which accounts reached first value — and how long it took.
Per customer, per CSM, from the calls themselves: the step each account is on, and the ones that stalled at setup this week.
Every onboarding on the same track.
Steps covered and promises captured for each new customer, whoever ran the session — so the first weeks look the same for every account.
Accounts at risk, visible the day the risk was said.
Pricing, adoption, a competitor mentioned: flagged on the call, notified to the manager, linked to the moment — before the renewal conversation.
Two CSMs, five moments, this week — and room for more customers.
The coaching queue is built from the onboardings that worked and the ones that didn't. New CSMs inherit the same steps on day one; the manager's view grows with the calls.
Our own numbers for this case are being collected and will be published here once approved.
Start free
Free for up to 3 people. No expiry.
100 conversations a month, meetings up to 30 minutes, standard templates, meeting-recorder import and upload. When the team or the volume grows, Team is $59 per user with no limits.
- Connect Fireflies or upload your recordings; phone calls from your CRM's dialer in about 15 minutes.
- Pick a template — kickoff, onboarding session, check-in, renewal — and adjust the steps.
- Ask your team's week anything on Monday.
Not the fit if you want a notetaker for yourself: this is the CS manager's view across the team. Sales teams have their own page.
Questions before you start
Know exactly how it fits.
How can a customer success team see which accounts are at risk from their calls?
By reading every onboarding and check-in call against the same required points — steps covered, promises made, risks mentioned — instead of relying on each CSM's notes. Ender Turing scores each conversation, flags the ones where a required point was missed or a risk was raised, and links the score to the exact moment in the recording, so the manager sees the accounts that need attention this week without opening a single recording. Automations can notify the manager the moment a risk is raised.
What is customer success call analysis?
Reading the calls a customer-success team has — kickoff, onboarding sessions, check-ins, QBRs, renewals — as structured evidence instead of transcripts: which onboarding step each account reached, what was promised, what the customer pushed back on, how long it took each account to reach first value, and which CSM's calls get there fastest. Ender Turing does it on every call, for a team of three or thirty, from the recordings the team already makes.
How does this shorten time to value for new customers?
Every onboarding is checked against the same steps, so a skipped step or an unanswered question shows up the same day instead of at the renewal. The manager sees which accounts stalled at which step, coaches from the onboardings that reached value fastest, and the whole team inherits the sequence that works — without adding a manager or a meeting.
Do we have to replace our notetaker, Zoom or our phone system?
No. Keep recording the way you do. The documented Fireflies app imports completed meetings into Ender Turing; Fathom and other recorders can supply recordings through an available app, API, SFTP or upload path; Zoom, Google Meet and Microsoft Teams meetings can also be recorded directly by the Ender Turing browser extension; phone calls arrive from your CRM's dialer or telephony platform.
What does the CS manager actually see?
Every customer conversation of the team, transcribed and analyzed: which onboarding stage the account reached, which required points were covered, what was promised, which risks were raised, and a score linked to the exact moment in the recording. Filter by CSM, customer, topic or outcome; open one customer and see every conversation the team ever had with them in order.
How is this different from the summaries our notetaker already writes?
A notetaker summarizes one meeting for the person who was in it. Ender Turing analyzes all of them for the manager: the same steps and required points across every CSM and every customer, the onboardings that reached value next to the ones that stalled, and coaching from the difference.
Who is customer success call analysis for?
Ender Turing's customer-success use case is built for a head of customer success or a founder running a 3–30-person CS team in a B2B company — remote, on calls all week, already recording with Fireflies, Fathom, Zoom or a phone platform. It reads calls, not product usage: if you need health scores from logins and feature adoption, that is a different tool; if you need to know what was said and promised on every onboarding and check-in, this is it.
How long does it take to set up?
Ender Turing connects to Fireflies in a few minutes (the documented app imports completed meetings), analyzes uploaded recordings immediately, and takes about 15 minutes for a CRM dialer. Install a template from the library, shape it into kickoff, onboarding session, check-in and renewal, and the first conversations come back analyzed and scored the same day.
Do you provide a customer success call script?
Not a script to read from — a set of required points every kickoff call, onboarding session and check-in must cover, checked on every call. Ender Turing installs a template from its library that you shape into your customer success kickoff call, onboarding session, check-in, QBR and renewal; Compliance rules score whether each required point was covered, and the calls that covered them all become the examples for the rest of the team.
Is there a free plan?
Yes, and it does not expire: up to 3 users and 100 conversations a month, meetings up to 30 minutes, with standard templates, meeting-recorder import, upload, 30-day retention and email support. Team is $59 per user per month with no limits, data export and the REST API; Business is $89 per user with executive boards, scheduled reports, the CRM connector, priority support and a guided onboarding session.
Which languages and what about security?
Any language. Production speech recognition today covers English, Spanish, Portuguese, French, German, Polish, Ukrainian, Arabic, Chinese, Japanese and more; a language we do not run yet is added on request or connected through your own speech-recognition engine, so no team is turned away for its language. SOC 2 Type II and GDPR-compliant data handling on every plan; Enterprise adds private cloud and on-premise deployment.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Buyer insights
Make the next decision about your team's conversations with better evidence.
Occasional analysis on conversation intelligence for contact centers and sales and customer-success teams — what moves pipeline, coaching, and time to value. No generic news.
Your team's week
See how your customers were onboarded this week — for free.
Connect the recordings you already make, pick a template, and see Monday's board instead of Friday's recordings. Free for up to 3 people; upgrade when the team grows.