What does Boomerang do?

Boomerang is the warm-intro orchestration layer for B2B sales. We map every warm path from your team, customers, investors and board, and advisors into your priority accounts. When a signal fires (intent surge, champion job change, executive leadership move), we surface the warmest path, draft the intro request in the connector's voice, and close the loop when the meeting books.

Who is Boomerang for?

Boomerang is built for B2B SaaS and enterprise sales teams with at least $30k ACV, a customer base with active champions, and an engaged board or advisor network. Particularly powerful for account-based selling motions, founder-led GTM, and teams trying to break into senior buyer altitudes.

How is Boomerang different from 6sense, ZoomInfo, or Outreach?

Signal layers like 6sense and ZoomInfo identify which accounts are in market. Sequencers like Outreach and Salesloft scale cold outreach. Both stopped converting senior buyers as cold reply rates fell 70 percent. Boomerang adds the warm-intro activation layer those tools structurally cannot carry. We sit on top of your existing stack; we do not replace it.

FOR CUSTOMER SUCCESS

Your CSMs stop missing the moment. Rudy surfaces the ask.

Onboarding complete. NPS promoter score. Renewal signed. Each is a peak satisfaction moment that lasts about 72 hours. Rudy DMs the CSM the second the trigger fires, with the specific name to ask the customer to introduce them to, and the specific script that lands.

SG

Shankar Ganapathy

Founder, Boomerang AI

THE SHIFT

Same happy customer. Same CSM. Different timing.

BEFORE

CSM knows they should ask for intros at peak satisfaction. Forgets in the moment. By the time CSM remembers a week later, the customer is dealing with a usage dip or a Q-end fire drill. The window closed.

AFTER

Rudy DMs the CSM the second the trigger fires. "Sarah just hit 90 NPS. She knows 7 buyers at ICP-fit accounts. Here's the script. Send?" CSM taps approve. The ask lands at the literal peak.

WHERE RUDY LIVES

In the tools your CSMs already work in.

PRIMARY SURFACE

Slack

Rudy DMs the CSM with the trigger, the ask script, and the specific names. CSM approves in one tap.

CS-NATIVE

Gainsight / ChurnZero / Vitally

Triggers fire from health scores, NPS, renewal events. Outcomes flow back to your CS platform.

LLM WORKFLOW

Claude / Codex (MCP)

CSMs running account research in Claude pull live relationship data and ask scripts into the workflow.

OPEN API

REST API

One API key plugs Rudy into any CS tool. Pull triggers in, push outcomes back to your system of record.

Zero new UI. No new console for your CS team. Rudy ships into the surfaces your team already runs renewals in.

HOW RUDY ORCHESTRATES

Rudy catches the moment. Then writes the script.

Customer success runs on timing. Rudy listens to your CS platform, your CRM, and your support tool. When a peak-satisfaction trigger fires, Rudy DMs the CSM with three things: who to ask, what to say, and why right now.

01

STEP

Catch the moment

Rudy listens for peak-satisfaction triggers across CS, CRM, and support.

Onboarding doneNPS 9-10Renewal signed

02

STEP

Surface the ask + script

Rudy maps the champion's network for ICP-fit names. Drafts a script tailored to the trigger.

03

STEP

CSM sends in one tap

CSM reviews, edits if needed, sends. Outcome flows back to your CS platform for attribution.

Slack approveCRM logged

Rudy knows the rules

CS owns the customer relationship. CSMs have direct access where sales doesn't. Rules calibrate.

CSMs DM customers directly. The CSM owns the relationship. No layer between them.
CSMs are the routing target for sales asks. When an SDR or AE needs a customer intro, Rudy routes the ask to the CSM, never around them.
Ask only at peak satisfaction. Rudy skips customers with open critical tickets, low NPS, or active renewal risk. Asking the wrong moment damages the relationship for the next ask.
Cap at 3 asks per customer per year. More than that and you're using the customer, not partnering.
Board-level customer references route via the CSM, the customer's exec sponsor, and the CRO. Not a CSM solo decision.

Rudy enforces this. CSMs see only the triggers that are clean to act on.

YOUR DAY, IN 5 PLAYS

The triggers CS already operates around.

CS being responsible for the customer means more than catching peak-satisfaction moments. It means working with executives, partners, board members to multi-thread the customer's expansion. It means going proactive when retention is at stake. Boomerang surfaces the right move at the right moment, both directions. CS asking customers for intros to new logos, and CS using your team's network to multi-thread the customer's own account.

01

PLAY

Onboarding complete. Peak satisfaction.

Trigger

Customer goes live. Onboarding status changes to running in your CS platform.

Rudy does

Maps the champion's network. Surfaces 5 to 10 ICP-fit names they actually know.

Script

"Now that you're live, our sales team is targeting Acme, Beta Co, and Gamma. I see you likely know people at all three. Anyone you'd be open to introing? I'll brief you on context so you're not going blind."

02

PLAY

High NPS promoter score submitted

Trigger

Customer submits NPS 9 or 10. The highest signal you'll ever get. The 72-hour window opens.

Rudy does

DMs the CSM within the hour. Cross-references the promoter's network with your sales team's active target account list. Surfaces specific names at specific companies.

Script

"Saw your NPS, means a lot. Quick ask: our team is in active conversations with Delta Inc and Echo Corp. You likely know the VP RevOps at Delta and the CRO at Echo. Either one open to a quick intro? I'll send you the talking points so you're not winging it."

03

PLAY

Renewal or expansion signed

Trigger

Renewal closes. Or expansion deal signs. Commitment moment confirmed.

Rudy does

Maps the champion's network against your sales team's target list with focus on use-case match. Pulls 3-5 specific names.

Script

"Wrapped your renewal, thanks for the trust. Our team is currently chasing Foxtrot, Golf, and Hotel. You came up as the closest connection for all three. Want me to set up briefings so the intros land warm, not cold?"

04

PLAY

QBR moment. Customer at peak engagement.

Trigger

QBR scheduled and prep in progress.

Rudy does

Surfaces relationship maps for the QBR deck. Suggests 2-3 specific people the customer's exec sponsor could intro to.

In the QBR

CSM closes with: "We see [name] at [company] in your network. Same industry, similar growth stage. Open to making an intro?"

05

PLAY

Inbound. Sales rep, VP Sales, or CEO asks for a customer intro.

Trigger

A rep, VP Sales, or the CEO routes an ask via Rudy to one of your customers. The CSM is in the loop because the customer is theirs.

Rudy does

DMs the CSM with context: who's asking, what deal it's for, what the dollar value is, what the customer would be asked to do. CSM sees it before the customer does.

CSM picks one of four

Yes, send it through. Customer is happy, the ask is reasonable, CSM endorses.

Yes, but let me re-script. The base ask is good, the CSM tightens the wording before it lands.

Not now. Open ticket, fragile renewal, recent escalation. CSM delays and Rudy queues for the next clean window.

Wrong customer for this ask. The relationship is real but the timing or fit is off. Rudy routes the question to a different customer who fits better.

Why it matters

The CSM isn't just a gatekeeper. When they say yes thoughtfully, they're contributing directly to new revenue. Most CS orgs don't yet measure this. They should.

THE PILLAR ESCALATION RULES

CS rules differ from sales rules.

CSMs own the customer relationship. They have access sales doesn't. Rules calibrate.

Pillar	When CSMs can ask	When they can't
Customer (direct)	Peak satisfaction trigger: onboarding done, NPS 9-10, renewal signed, expansion signed.	Open critical tickets, NPS below 7, renewal risk, recent escalations.
Team networks	Always. CSMs use team-network paths to warm up the customer's network themselves.	Never skipped.
Partners	Customer-partner co-success stories. Routed via Partner Manager.	Direct outreach to partner CS.
Board / Investors	Strategic customer references only. CSM + CRO + exec sponsor approve.	Quarterly pipeline games. Board is not for CS expansion plays.

FOR THE VP CS / CHIEF CUSTOMER OFFICER

What changes on the CS dashboard.

Three shifts your CFO and CRO will see within 90 days.

Referral pipeline: goes from 4 to 8% of total pipeline to 18 to 25%. Same CSM headcount, the moments are caught instead of missed.
Net revenue retention: lifts because Boomerang surfaces expansion warm paths the CSM didn't know existed. Same customer base, more expansion ARR.
CSM time: the script writes itself. CSMs save 30 to 45 minutes per ask. That time goes back into account strategy.

THREE KPIS TO PUT ON THE CSM SCORECARD

For most CS teams today, getting customer-driven intros is a win but not a KPI. Rudy makes the activity measurable per CSM, per account, per quarter. Once it's on the scoreboard, it gets run on purpose.

Referral pipeline

$ of pipeline sourced from CSM-led intros

Expansion ARR

ARR lift from warm-routed expansion

Moment-catch rate

% of peak triggers acted on within 48 hours

SG

Shankar Ganapathy · Founder, Boomerang AI

CS is sitting on more referral pipeline than the SDR team will ever build cold. The whole game is catching the moment. The plays on this page are how you stop missing them.

See this running on your CS team

Book a Boomerang demo