AI assessment for customer success skills
Rubric-graded, human signed-off. Not a quiz generator.
Free plan - no card required.
Scorafy is the assessment-feedback layer for customer success onboarding and L&D. It reads a CSM's open-ended submission - a recorded mock review or renewal conversation, a written account plan, a churn-risk analysis or an escalation response - then scores it against your own rubric with cited evidence taken from the work. A reviewer such as a CS leader or enablement lead checks every result and signs off before it is recorded, so no judgement is made by software alone. It is not a CRM or success platform - it reads the submission the way a leader would and handles the grading and feedback alongside the tools you already use.
What you assess for customer success skills
- Running a value-focused business review, including tying the conversation to the customer's outcomes rather than feature usage
- Spotting and handling churn risk, including reading the signals and choosing a proportionate intervention
- Handling a renewal or expansion conversation, including how the CSM frames value and navigates objections
- De-escalating an unhappy customer, including acknowledging the issue, owning the next step, and rebuilding trust
- Account planning and prioritisation, including where the CSM focuses time across a portfolio and why
A worked rubric criterion
You define the criteria and levels. Scorafy grades each answer against them, with the evidence.
Criterion
Responds to an at-risk account showing churn signals
Why a quiz won't cut it
A multiple-choice quiz can confirm a CSM knows what a QBR is, but it cannot show whether they can run one well, read a churn signal, or turn an unhappy customer around. Customer success skill is relational judgement, and it lives in how a CSM handles a real conversation and reasons through an account. That only shows up in a simulated interaction or a worked account scenario. Scorafy grades that open-ended evidence against your rubric, so you assess how the CSM actually manages customers, not whether they passed a knowledge check.
Written, video, audio or file
Video and audio matter for customer success because the work is conversation. A CSM can upload a recorded mock business review, renewal call or de-escalation scenario, and Scorafy assesses the actual conversation against your rubric - how they framed value, handled the concern, secured the next step - rather than a written account of it. Written artefacts such as an account plan are assessed alongside the recording.
A qualified person signs off
Scorafy drafts the scoring against your rubric and references the evidence. A qualified assessor reviews every result, overrides anything, and finalises it. The AI score is kept alongside the human-final score as an audit trail, so no decision is solely automated and every result can be explained.
Compliance and defensibility
Onboarding sign-off decides whether a CSM is ready to own customer relationships and revenue, so a human reviewer should confirm it. Scorafy is built compliance-first under the GDPR and the EU AI Act. A reviewer checks and signs off every result - there is no solely-automated decision about whether a CSM has passed. Every score keeps an audit trail showing the cited evidence and the reviewer who confirmed it, which gives the team a consistent, defensible record of who was certified ready and on what basis.
Frequently asked questions
Can Scorafy assess a recorded mock review or renewal call?
Yes. A CSM can upload a recorded business review, renewal conversation or de-escalation scenario. Scorafy assesses the actual conversation against your rubric, cites the moments that support each judgement, then a reviewer such as a CS leader signs off.
Can the rubric reflect our own success methodology?
Yes. You write the rubric, so it can require CSMs to follow your review framework, value messaging and risk-handling approach. Scorafy grades the evidence against those criteria and shows the reasoning behind each score.
Does software decide whether a CSM passes onboarding?
No. Scorafy drafts the scoring against your rubric and shows its reasoning, but a reviewer checks, can override any score, and signs off before the result is recorded. No onboarding decision is made by software alone.
Is Scorafy a customer success platform or CRM?
No. Scorafy is the assessment-feedback layer. It grades open-ended customer success work such as mock calls and account plans against your rubric, and it works alongside whatever CS platform, CRM or LMS you already use.
See it on your own rubric
Start free, build one rubric, and run a real submission through it before you decide.