What Are Key Users?

Key Users is a manual designation in GoCSM that allows you to flag individuals who are especially important within an account. These are typically account owners, decision-makers, or primary advocates, the people whose engagement, or lack of it, has the greatest impact on account health.

The Key User badge is not automatically detected. You decide who qualifies and flag them yourself, giving you full control over which contacts receive this designation.

Why Use Key Users?

Not every user in an account carries the same weight. A decision-maker going quiet is a very different signal than a casual user dropping off. The Key User designation helps you separate the two so you can focus your attention where it counts. Common use cases include:

• Stakeholder visibility -- Instantly identify account owners, executive sponsors, and primary decision-makers across your book of business without digging through individual accounts.

• Focused engagement -- Filter your Users tab to show only Key Users, making it easy to review their activity levels and plan targeted outreach.

• Smarter automations -- Use the Key User filter in workflows and triggers to ensure that alerts and re-engagement sequences fire only for the contacts who matter most.

• Churn prevention -- Escalate inactivity alerts specifically for Key Users so you catch early warning signs from the people whose disengagement poses the greatest risk.

How to Flag a Key User

1. Navigate to the Login Activity and go to Users tab

2. Locate the user you want to designate.

3. Mark them as a Key User using the Key User badge.

To remove the designation, simply toggle the badge off. The user will no longer appear when filtering by Key Users.

Filtering by Key Users

Once you have flagged your Key Users, you can filter the Users tab by setting Key User to Yes. This gives you a focused view of only your most important contacts, making it easy to scan activity, spot disengagement, and plan your next steps.

Using Key Users in Workflows and Triggers

The Key User designation becomes especially powerful when combined with GoCSM automations. When setting up triggers such as inactivity alerts, you can limit the trigger to Key Users only.

This means you can build workflows that escalate alerts specifically when a decision-maker or account champion goes inactive, rather than generating noise for every user on the account.

For example, you could create an inactivity trigger that sends a Slack notification to the assigned CSM whenever a Key User has not logged in for 14 days. This keeps your team focused on the signals that actually indicate risk.

Best Practices

• Start with decision-makers. At minimum, flag the person who owns the relationship and the person who signs the renewal. These are the users whose engagement you cannot afford to lose sight of.

• Keep it selective. The value of this designation drops if you flag too many users per account. Aim for one to three Key Users per account to keep the filter meaningful.

• Combine with Priority Accounts. Use Priority Accounts to flag which accounts need attention, and Key Users to flag which people within those accounts matter most. Together, they give you a layered view of where to focus.

• Revisit as relationships evolve. Champions leave, new stakeholders join, and roles shift. Review your Key User designations periodically to make sure they still reflect the current state of each account.

• Build automations around them. The real power of Key Users shows up in workflows. Set up inactivity triggers, re-engagement sequences, and escalation alerts that target Key Users so your automations stay focused on high-impact contacts.