--- name: customer-success-onboarding description: Design and execute customer onboarding programs including welcome sequences, implementation planning, training, adoption tracking, health scoring, and early success milestones. Use when onboarding new customers, creating onboarding playbooks, tracking adoption metrics, designing training programs, or managing customer health scores. Triggers on phrases like "customer onboarding", "customer success", "onboarding program", "welcome sequence", "implementation plan", "adoption tracking", "customer health score", "time-to-value", "early wins", "training program", "enablement", "customer milestone", "QBR", "business review", "churn prevention", "expansion opportunity". --- # Customer Success & Onboarding Design and execute customer onboarding programs including welcome sequences, implementation planning, training, adoption tracking, and health scoring. ## Workflow ### 1. Onboarding Program Design ``` CUSTOMER ONBOARDING FRAMEWORK ═══════════════════════════════════════ Onboarding Phases (30-60-90 days): ═══════════════════════════════════════ Phase 1: WELCOME (Day 0-7) ═══════════════════════════════════════ Day 0: Contract signed → Automated welcome email (from CS manager) → Access provisioned (account, tools) → Welcome kit sent (digital + physical) → Onboarding plan shared → Kickoff meeting scheduled Day 1-3: Kickoff meeting (60 minutes) → Introductions (CS team, customer stakeholders) → Review success plan (goals, timeline, KPIs) → Identify key contacts (champion, admin, end users) → Set communication cadence → Q&A Day 4-7: Initial setup → Technical setup (integrations, data import) → Admin configuration (users, permissions) → First training session (product overview, 90 min) → Assign self-paced training modules Phase 2: ACTIVATION (Day 8-30) ═══════════════════════════════════════ Week 2-3: Core feature adoption → Guided setup (key workflows) → Training session 2 (deep dive, 60 min) → Office hours (open Q&A, weekly) → Progress check-in (weekly call, 30 min) → Adoption checkpoint: 3 core features used Week 4: Early wins → Review adoption metrics → Celebrate first wins (saved time, completed task) → Identify additional needs → Introduce advanced features → Training session 3 (advanced, 60 min) Phase 3: OPTIMIZATION (Day 31-90) ═══════════════════════════════════════ Month 2: Full adoption → All core features in use → Advanced feature adoption → Integration complete → Self-sufficiency achieved → Monthly business review (MBR) Month 3: Value realization → ROI review (metrics, outcomes) → Expansion opportunities identified → QBR preparation → Handoff to renewal/expand manager → Onboarding complete SUCCESS PLAN TEMPLATE: ═══════════════════════════════════════ Customer: [Company name] Start date: [Date] CS Manager: [Name] Champion: [Name, title] Business Goals: → Goal 1: [Specific, measurable] → Goal 2: [Specific, measurable] → Goal 3: [Specific, measurable] Success Metrics (KPIs): → Metric 1: [Baseline] → [Target] by [Date] → Metric 2: [Baseline] → [Target] by [Date] → Metric 3: [Baseline] → [Target] by [Date] Milestones: → Week 1: Setup complete, first login → Week 2: Core workflow configured → Week 4: First feature in production use → Month 2: All core features adopted → Month 3: ROI validated, expansion review ``` ### 2. Training Program ``` TRAINING PROGRAM ═══════════════════════════════════════ Training Tiers: ═══════════════════════════════════════ Tier Audience Format Duration Content ─────────────────────────────────────────────────────────────────────────────── Self-paced All users Video + docs 2-3 hours Basics, navigation Live group End users Webinar 60 min Core features, workflows 1-on-1 Admin/Champion Video call 90 min Advanced, admin settings Certification Power users Course + exam 4-6 hours Mastery, best practices Executive Decision makers Presentation 30 min ROI, dashboards, strategy SELF-PACED CURRICULUM: ═══════════════════════════════════════ Module 1: Getting Started (30 min) → Navigate the platform → Set up profile → Complete first task → Quiz: 5 questions Module 2: Core Features (45 min) → Feature A: How-to + practice → Feature B: How-to + practice → Feature C: How-to + practice → Quiz: 10 questions Module 3: Advanced Features (45 min) → Reporting and analytics → Automation and workflows → Integration setup → Quiz: 10 questions Module 4: Best Practices (30 min) → Common use cases → Tips and tricks → Troubleshooting → Certification exam: 20 questions TRAINING RESOURCES: ═══════════════════════════════════════ → Video library: 25+ tutorials (5-10 min each) → Documentation: 100+ articles (KB) → Interactive guides: In-app walkthroughs (walkme/walkthrough) → Cheat sheets: Printable quick reference → Community forum: Peer support, Q&A → Office hours: Weekly live session ``` ### 3. Adoption Tracking ``` ADOPTION METRICS ═══════════════════════════════════════ Adoption Scorecard: ═══════════════════════════════════════ Metric Target Current Status Weight ─────────────────────────────────────────────────────────────────────── Active users (%) ≥ 80% 75% ⚠️ Below 25% Core features used ≥ 5/8 4/8 ⚠️ Below 25% Login frequency ≥ 3x/week 4x/week ✓ Above 20% Tasks completed ≥ 10/week 12/week ✓ Above 15% Time to first value ≤ 7 days 5 days ✓ Ahead 10% Support tickets ≤ 5/month 3/month ✓ Below 5% Overall adoption score: 78/100 (target: ≥80) FEATURE ADOPTION BREAKDOWN: ═══════════════════════════════════════ Feature Adoption% Target Status Action ─────────────────────────────────────────────────────────────────────── Dashboard 92% 80% ✓ Adopted — Reports 78% 80% ⚠️ Near Promote Integrations 45% 60% ⚠️ Below Training Automation 35% 50% ❌ Low Campaign Collaboration 65% 70% ⚠️ Near Promote API usage 20% 30% ❌ Low Developer outreach Mobile app 15% 25% ❌ Low Push notifications Admin settings 85% 80% ✓ Adopted — ADOPTION IMPROVEMENT CAMPAIGN: ═══════════════════════════════════════ Target: Automation feature (35% → 50%) → Email campaign: 3-part series (benefits, how-to, case study) → In-app notification: Guided setup wizard → Office hours: Live demo session → Champion outreach: 1-on-1 demo for power users → Timeline: 30 days → Measurement: Weekly tracking, report to CS leadership ``` ### 4. Customer Health Scoring ``` CUSTOMER HEALTH SCORE ═══════════════════════════════════════ Scoring Model (0-100): ═══════════════════════════════════════ Dimension Weight Metric Score Range ─────────────────────────────────────────────────────────────────────────────── Product Usage 30% Login freq, features, tasks 0-30 Technical Health 20% Integrations, uptime, errors 0-20 Relationship 20% Meetings, NPS, stakeholder 0-20 Commercial 15% Payment, expansion, renewal 0-15 Support 15% Tickets, resolution, CSAT 0-15 HEALTH TIERS: ═══════════════════════════════════════ Tier Score Color Meaning Action ─────────────────────────────────────────────────────────────── Healthy 80-100 🟢 On track Nurture, expand At Risk 60-79 🟡 Needs attention Intervention plan Critical < 60 🔴 Churn risk Executive outreach, save plan CUSTOMER HEALTH DISTRIBUTION: ═══════════════════════════════════════ 🟢 Healthy: 65% of customers (target: ≥70%) 🟡 At Risk: 25% of customers (target: ≤20%) 🔴 Critical: 10% of customers (target: ≤5%) AT-RISK INTERVENTION PLAN: ═══════════════════════════════════════ Customer: [Company] Health Score: 62 (At Risk) Root Cause: Low feature adoption (automation, integrations) Intervention: 1. CS manager call (within 24 hours) 2. Root cause analysis (survey + interview) 3. Create recovery plan (specific actions, timeline) 4. Weekly check-ins (until score ≥70) 5. Executive outreach (if score <50) 6. Escalate to CSM director (if no improvement in 30 days) ``` ### 5. Quarterly Business Review (QBR) ``` QBR TEMPLATE ═══════════════════════════════════════ Agenda (60 minutes): ═══════════════════════════════════════ 1. Executive Summary (10 min) → Quarter highlights → Key metrics overview → Health score update 2. Usage & Adoption (15 min) → Active users trend → Feature adoption → Time spent in platform → Usage by department/team 3. Business Outcomes (15 min) → KPI progress (vs success plan) → ROI achieved → Case study / win story → Benchmark vs peers 4. Roadmap & Opportunities (10 min) → Upcoming features (relevant to customer) → Expansion opportunities → Advanced use cases → Best practices sharing 5. Q&A and Next Steps (10 min) → Open discussion → Action items → Follow-up timeline QBR DECK STRUCTURE: ═══════════════════════════════════════ Slide 1: Title (Company name, quarter, date) Slide 2: Executive summary (3 key takeaways) Slide 3: Usage metrics (chart: users, logins, tasks) Slide 4: Feature adoption (bar chart: by feature) Slide 5: Business outcomes (KPI dashboard) Slide 6: ROI summary (investment vs value realized) Slide 7: Support summary (tickets, resolution, CSAT) Slide 8: Roadmap preview (upcoming features) Slide 9: Expansion opportunities (add-ons, seats) Slide 10: Next steps and action items ``` ## Edge Cases - **Enterprise**: Multi-department, global rollout - **Self-serve**: Automated onboarding (no CSM) - **Technical**: API-first, developer onboarding - **Churned**: Win-back onboarding (renewed customers) - **M&A**: Customer merge onboarding ## Integration Points - **CS platform**: Gainsight, Totango, Planhat, Catalyst - **CRM**: Salesforce, HubSpot - **Analytics**: Mixpanel, Amplitude, Pendo - **Training**: Docebo, Teachable, Thinkific - **Communication**: Slack, Email, Zoom - **Support**: Zendesk, Intercom, Freshdesk ## Output ### Customer Success Status ``` CUSTOMER SUCCESS — Q4 2024 ═══════════════════════════════════════ Active customers: 450 (onboarded: 425, 94%) Health distribution: 🟢 65%, 🟡 25%, 🔴 10% Avg adoption score: 78/100 (target: ≥80) Time to value: 12 days (target: ≤14 days) ✓ NPS: 52 (target: ≥45) ✓ QBR completion: 92% (target: ≥90%) ✓ At-risk interventions: 25 active (18 improving) Expansion pipeline: $180K (Q1 2025) Next priority: Improve automation feature adoption (35% → 50%) ```