Picture this. Your biggest client just sent their fifth email this week asking about a feature request.
Their messages are scattered across different conversations. Some replies went to your personal email. Others landed in shared inboxes. The latest one? Buried under 47 product updates and team announcements.
You want to show them you're on top of their needs. But first, you need to find all their messages.
This is the daily reality for Customer Success teams. Not because they lack dedication. Because their inbox lacks organization.
The hidden opportunity in email organization
Customer Success email is uniquely complex. You're not just managing messages. You're nurturing relationships. And every relationship has different needs.
That enterprise client who drives significant revenue? Their emails deserve special attention. The customer sharing a success story? That's social proof gold waiting to be captured.
Traditional email treats everything equally. But in Customer Success, strategic organization leads to stronger relationships.
You know the pattern. You start your day planning proactive check-ins. Three hours later, you're still sorting through messages, jumping between different types of requests. Meanwhile, opportunities to delight customers and deepen relationships slip by.
The good news? This is completely fixable.
Transform complexity into capability
What if your inbox could think like a Customer Success manager? What if it automatically highlighted opportunities to delight customers and deepen relationships?
That's exactly what Split Inbox and Auto Labels do. No more hunting through messages. No more wondering if you've covered everything. Just clear visibility into what matters most for your customers' success.
And here's the best part: with Superhuman's new libraries, you don't have to build this system yourself. We've pre-built 60+ configurations based on how successful CS teams actually work. Three clicks and you're experiencing a whole new way of working.
Split Inbox: where important emails rise to the top
Split Inbox divides your email into intelligent sections. Think of it as having multiple inboxes, each designed for a specific type of customer need.
Instead of one endless stream, you get focused channels. Escalations in one place. Renewal discussions in another. Feature requests grouped together. Each type of email waits in its own lane until you're ready to tackle it.
Getting started with Split Inbox
Setting up takes less than a minute:
- Navigate to Settings ⚙️ → Split Inbox Library
- Browse configurations built for customer-facing roles
- Enable the ones that match your workflow
- Start seeing results immediately
No rules to write. No complex logic to figure out. Just instant organization.
Building blocks for Customer Success
The Split Inbox Library includes dozens of options. Here are the ones that transform CS workflows:
CRM and account management tools:
- Salesforce integration catches deal updates and account changes
- HubSpot surfaces customer interactions and health scores
- Pipedrive tracks deal progress and pipeline movements
Team collaboration platforms:
- Asana highlights customer project deadlines
- Jira brings bug fixes and feature requests front and center
- Linear organizes sprint updates affecting your accounts
Communication and documentation:
- Loom notifications when customers respond to your videos
- Confluence updates about product changes you need to communicate
- DocuSign alerts for contracts requiring attention
Meeting and recording tools:
- Zoom links and recording notifications
- Otter.ai transcripts from customer calls
- Fireflies summaries of important conversations
Creating your custom CS command center
While the library covers most needs, your workflow might need something specific. Click "BUILD YOUR OWN" to create custom splits like:
VIP Accounts: Email from your top customers by revenue
Success Stories: Messages containing positive feedback and wins
Growth Signals: Conversations showing expansion potential
Mix and match library options with custom rules. The result? An inbox that amplifies your impact.
Auto Labels: visual intelligence for faster decisions
Split Inbox organizes your emails. Auto Labels make critical information impossible to miss.
These smart tags analyze your email content and add visual indicators. See at a glance whether an email needs immediate action, contains a contract, or comes from an unhappy customer.
Activate intelligent labeling
- Go to Settings ⚙️ → Auto Label Library
- Enable labels designed for customer-facing work
- Watch as emails automatically get tagged with relevant context
The library includes labels that every CS professional needs:
respond: Emails actually requiring your input
meeting: Scheduling requests and calendar coordination
signature: Documents awaiting your approval
mention: When you're specifically named in collaborative tools
invoice: Billing questions that could impact renewals
Design labels for your customer base
The real power comes from creating custom labels. Click "BUILD YOUR OWN" and craft labels that understand your specific customer language:
"Growth Opportunity": Train the AI to recognize expansion signals. "Our team is growing," "looking to add more seats," "interested in additional features." Spot upsell moments naturally.
"Feature Interest": Identify when customers explore new possibilities. "Is there a way to," "would be great if," "our team needs." Turn curiosity into product intelligence.
"New Stakeholder": Spot organizational changes. "New role," "taking over from," "recently joined." Build relationships proactively with new contacts.
"Planning Season": Flag strategic discussions. "Next quarter's goals," "annual planning," "roadmap for next year." Perfect timing for success planning.
Combining AI understanding with hard rules
Take your labels further by mixing AI intelligence with specific conditions:
Example: "VIP Opportunity"
- AI component: Detects growth language and positive engagement
- Rule component: Only applies to accounts over $100K annual value
- Result: Never miss expansion opportunities from your most valuable accounts
This hybrid approach ensures you focus on what creates the most value.
Your new morning routine
Here's how Split Inbox and Auto Labels transform your daily workflow:
8:00 AM - High-priority customer check Open your CRM split. Look for any urgent requests or time-sensitive needs. Address these while your energy is highest.
8:15 AM - Collaboration and alignment Switch to your collaboration tools split. Look for "mention" labels. Your expertise is needed on customer-facing initiatives.
8:30 AM - Opportunity spotting Review emails labeled "Growth Opportunity" or "Feature Interest." Note patterns to share with your team.
8:45 AM - Quick wins Handle "signature" labels across all splits. Clear out meeting requests. You're ready for your first customer call with a clean slate.
Compare this to the old way: randomly clicking through messages, hoping you catch everything important. Which sets you up for a more successful day?
Implementation that actually sticks
Don't try to transform everything at once. Follow this progression:
Week 1: Start with pre-built options Enable 2-3 splits from the library that address your biggest pain points. Add basic labels like "respond" and "meeting." Get comfortable with the new flow.
Week 2: Expand your coverage Add more splits for the tools your team uses. Enable additional labels that help prioritize. Notice patterns in what needs attention.
Week 3: Customize for your accounts Create custom splits for your largest customers. Build Auto Labels that catch phrases specific to your product. Share successful setups with teammates.
Week 4: Optimize and iterate Review which splits and labels provide the most value. Adjust based on what you've learned. Your system now works exactly how you need it.
Proof in the numbers
Customer Success teams using these features see impressive improvements:
- Response times become lightning fast
- SLA achievements hit new highs
- Customer satisfaction scores jump significantly
- Renewal rates show consistent growth
But the biggest change? Confidence. You know you're on top of every customer need. You can focus on building relationships and creating value instead of managing messages.
Superhuman customers save 4 hours every week. They respond to twice as many emails while feeling less stressed. Across all teams, that's 15 million hours redirected to meaningful work. Hours that go back into customer success.
Advanced strategies for CS excellence
Once you're comfortable with the basics, try these power moves:
The opportunity radar: Combine a "Product Feedback" split with "Growth Opportunity" labels. When customers express interest in new areas, you'll spot expansion potential instantly.
The success accelerator: Create a "60 Days to Renewal" split that activates for accounts approaching key milestones. Add "Planning Season" labels to align your outreach perfectly.
The team force multiplier: Use Shared Conversations to collaborate seamlessly with support or product teams while maintaining your organized inbox.
The insight generator: Review weekly, which Auto Labels fire most often. Share patterns with product and leadership. Become the strategic voice of the customer.
Time to transform your Customer Success workflow
Imagine starting each day knowing exactly where to focus. Important customer messages surface automatically. Renewal opportunities appear right when you need them. Feature requests group together to reveal patterns.
Split Inbox and Auto Labels make this your reality. They're your path to proactive Customer Success. An inbox that helps you build stronger relationships and spot opportunities faster.
The setup takes minutes. The benefits compound daily.
Open Superhuman. Click Settings. Start with Split Inbox Library or Auto Label Library. Pick what makes sense for your role. Watch your inbox transform from a task to tackle into a tool that works for you.
Your customers deserve your best attention. Make sure their emails get it. Because in Customer Success, every message is an opportunity to strengthen a relationship and drive value.
