Customer Context Platform

    The why behind every customer relationship.

    Cohvia starts with the story, not the spreadsheet. AI builds a living understanding of every customer relationship and connects it to shared plans you execute together.

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    The System

    Two layers. One system.

    01

    Layer 1

    The Narrative

    The internal, AI-generated strategic story of every account: the context a CRM can't hold, built from your calls, emails, and tickets, kept current as new data comes in, and owned by your team.

    02

    Layer 2

    The Plans

    The shared execution layer: the goals, milestones, and actions you work through with the customer, informed by the Narrative and visible in a branded portal you both work from.

    Nobody else connects the strategic story to the tactical execution. That's the whole point.

    Understand

    A living strategic document for every account.

    It's not a log or a timeline, and it's definitely not a notes field someone typed into at 11pm after a call they barely remember.

    The Narrative is a synthesized strategic document that tells your team what actually matters. Across its eight sections, every claim links back to the call, email, or ticket it came from, so anyone can click a citation and check it.

    The AI proposes; your team always decides.

    Account Narrative

    Updated 2h ago
    Why they boughtWhat success looks likeKey people & dynamicsWhere we are nowWhat we're worried aboutCommercial contextWhat they purchasedGoals summary

    Why they bought

    Acme switched from Gainsight after their RevOps lead determined the new CS motion required tighter sales→CS context transfer1.

    Source: Gong call · Discovery · Mar 14

    Ask

    Your smartest colleague who actually read every transcript.

    It's a global AI chat that lives on every page and shifts context with you: full strategic detail on a Narrative, milestones and goals on the Plans, cross-account answers on the Portfolio.

    Ask it to prep you for a call, tell you who the champion is, or update the Narrative on the spot. When you ask for a change, it comes back as a diff you can accept or dismiss.

    Grounded in your data, cited to its source.

    Who's the champion at Acme?

    Sarah Chen, VP CustomerOps. She championed the eval, ran the bake-off, and signs off on renewals3.

    Proposed edit · Narrative

    + Add Sarah Chen as primary champion

    8
    Narrative sections
    12+
    Native integrations
    1
    Branded customer portal
    0
    Spreadsheets to maintain

    Handover

    Context that actually transfers.

    No handover call, no Slack novel nobody reads. Just four stages that run on their own, right up to the point where a human should weigh in.

    Handover pipeline · Acme Corp

    1. ✓

      Ingest

      Calls, emails, CRM history

    2. ✓

      AI drafts Narrative

      Why they bought, success criteria

    3. 03

      AE reviews & enriches

      Adds verbal commitments, politics

      Now
    4. 04

      CSM inherits

      Day one with full understanding

    01

    When the deal closes, Cohvia ingests everything.

    It pulls in the call recordings, email threads, and CRM history automatically, before the AE has written a single sentence.

    02

    AI drafts the first Narrative.

    It drafts all eight sections, from why they bought to what success looks like, with every claim cited to the source it came from.

    03

    The AE reviews and enriches.

    The AE adds the part no AI could see: the office politics, and the real reason the champion actually pushed for the deal. Minutes of review, not the handover call that always got rescheduled twice.

    04

    The CSM starts with the full picture.

    On day one, the CSM inherits the full strategic picture, plus suggested plans already pulled from the sales conversations. No Slack archaeology required.

    Execute

    Plans your customers can actually see.

    Every account gets a Main Success Plan, auto-suggested from sales data and refined by the CSM. Goals, milestones, and actions that ladder up to what the customer cares about.

    Two views: internal (full detail, commercially sensitive items) and customer (curated by the CSM, per-milestone visibility toggles). You control exactly what's shared.

    Customers see plans in their portal. They check off actions, edit shared goals, manage who in their org has access. You stop chasing updates over email. It's nice.

    Main Success Plan

    Visible to customer

    Onboarding complete

    100%

    Reach 80% feature adoption

    65%

    Pricing review (Q2)

    Internal
    20%

    Executive QBR scheduled

    50%

    The point

    Everyone else is automating the relationship away. We're deepening it.

    Run the book

    Everything else CSMs spend their day on. In one place.

    Safeguard

    Risk in context, not in a vacuum.

    Some risks Cohvia catches on its own: a stakeholder leaving, a spike in support tickets. Others your team flags by hand, like budget pressure or internal politics. Either way, the signal lives inside the Narrative, right next to the context that explains why it matters.

    Stakeholder transition

    Critical

    Champion Sarah Chen announced departure on LinkedIn.

    Ticket spike

    Warning

    14 tickets in 7 days vs. 3 baseline.

    Focus

    7

    accounts need you today

    Stalled plans, overdue milestones, renewals coming up, accounts with no owner: all of it rolled up per account and sorted by severity. The sidebar badge is your morning check-in.

    Surface

    Structured answers, no data entry.

    Define a field in plain language and the AI fills it from your transcripts, emails, and tickets. The answers are sortable across the Portfolio, every one cited to its source.

    AC

    Acme × Vendor

    acme.vendor.com

    Customer view

    Shared goals

    ✓
    Reduce onboarding by 30%
    Reach 80% adoption
    Launch EU by Q3

    Share

    Give every customer a home.

    A branded workspace on your own subdomain, reached by magic link. Customers see their Plans, Goals, and History. They never see the Narrative, the ARR, or anything else meant to stay internal.

    Integrations

    Your tools feed the understanding.

    SalesforceHubSpotAttioGongFirefliesGranolaFathomGmailOutlookIntercomZendeskPylon

    Secure OAuth connections, with CRM field mapping your CS Leader sets up in minutes. Cohvia reads from your systems. It never writes back.

    Customer Success should be mutual.

    We're in early access, working with CS teams who believe understanding beats automation.

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