About Draft First
Draft First makes practical tools for customer success and support leads who want AI to do the gathering and drafting, while people keep the judgment. Everything here comes from doing the work, not from studying it.
Who's behind it
Draft First was started by someone with more than 20 years in technical support and customer success. The path will look familiar to a lot of people in this field:
- Started on the front line, answering tickets and phones.
- Moved up to Tier II and Tier III support, working the hard cases: logs, outages, the problems nobody else could close.
- Became a team lead, then spent years in enterprise storage, infrastructure and data security software, where one bad week for a customer can mean a very long call with their executives.
- Now leads a customer success team.
That mix matters. The routines in our playbook were shaped by both sides of the job: the engineer who needs the facts straight, and the lead who has to explain them to a customer and to leadership.
How we use AI at work
AI assistants like Claude, ChatGPT, Grok and Cursor are part of the daily routine, not an experiment. Every day they help with:
- Drafting customer replies, especially the hard ones, so the first draft is calm and the facts are right.
- Escalation summaries that turn a long thread into one page a leader can act on.
- Case and log triage, sorting through tickets and logs to find what's new, what's repeating and what needs a person first.
- QBR prep, pulling goals, usage and ticket history into a fact pack before anyone builds a slide.
- Health scoring, gathering the same few facts on every account each week so nothing slips quietly.
It works because of a few rules we never bend. The agent drafts and a person sends. Numbers come from real sources or get marked to confirm. Every routine says what it couldn't check. Those rules are in every play we publish.
What we make
- The CS Agent Playbook: 14 copy-paste AI agent routines for customer success leads, $39. Try the free sample play first.
- Free guides on QBRs, renewals, churn, escalations, onboarding and more.
- Free tools like the churn risk and NRR calculators, and copy-paste prompt templates.
What we won't do
No made-up numbers, no fake testimonials, and no promises that AI will run your customer relationships for you. The sample companies and people in our guides are fictional, and every time estimate is labelled as an estimate.
Get in touch
Questions or ideas for a guide? Email [email protected].