An AI agent that assigns the right CSM to every new campaign

The engagement

We’re the on-call HubSpot and automation expert for this client: multiple stakeholders across CS, finance, and operations bring problems, we design and ship solutions. The CSM assignment agent is the flagship build.

What we built

The assignment agent

The agent evaluates every new campaign deal and decides who should own it. The default rule: a client’s new campaign goes to the account manager who already knows them. Revenue is read from the right field (gross booking, not the aspirational goal amount), time zone is mandatory so assignments respect working hours, and fields that added noise were cut from the logic entirely.

Human in the loop, by design

This is the part we insist on with every AI build: the agent posts its assignment to a dedicated Slack channel, and a manager confirms before anything updates in HubSpot. Crucially, automated assignments are blocked from triggering downstream deal-stage automation until validation happens, so a wrong guess can’t cascade. Full automation comes after the agent earns trust, not before.

CS email operations that respect the plan limits

CSM bulk client communications moved from individual mailboxes to HubSpot marketing emails with list-based segmentation and required exclusion lists. Marketing-contact capacity is managed deliberately: eligible active customers in, excluded contacts out, so the CS team can email clients without blowing through the plan’s contact cap.

Small automations with outsized value

An automated renewal reminder flow for tax-receipt processing clients, so a compliance-critical renewal stops depending on someone’s calendar memory. Survey distribution workflows updated to exclude the campaign types where a survey would land badly.

What this looks like day to day

A new campaign closes, the agent proposes the right CSM in Slack within moments, a manager taps confirm, and the CRM updates itself. The team keeps the judgment; the agent does the remembering.