--- name: customer-success-ops description: Manage customer success operations including onboarding, health scoring, QBRs, renewal management, expansion identification, churn prevention, and customer lifecycle management. Use when designing onboarding programs, building health scores, conducting QBRs, managing renewals, identifying upsell opportunities, or preventing churn. Triggers on phrases like "customer onboarding", "health score", "QBR", "quarterly business review", "renewal management", "churn prevention", "expansion revenue", "customer lifecycle", "NRR", "GRR". --- # Customer Success Operations Drive customer satisfaction, retention, and expansion through proactive success management and lifecycle optimization. ## Workflow ### 1. Customer Onboarding & Time-to-Value 1. **Structured onboarding program**: - Pre-onboarding: contract review, technical prerequisites, stakeholder mapping - Welcome communication: kickoff meeting scheduling, success plan sharing - Technical onboarding: system configuration, integration setup, data migration - User training: role-based training, documentation access, sandbox environment - Go-live support: enhanced support during first 30 days 2. **Onboarding milestone tracking**: - Define success milestones (account setup, first use, first value, full adoption) - Track milestone completion against timeline - Automated milestone reminders and escalation - Milestone completion rate by customer segment - Time-to-first-value measurement 3. **Success plan development**: - Customer goals and business objectives documentation - Key success metrics definition (aligned with customer goals) - Stakeholder identification and engagement plan - Resource requirements and timeline - Quarterly review and update cadence ### 2. Customer Health Scoring 1. **Health score model design**: - Product usage metrics (login frequency, feature adoption, usage depth) - Engagement metrics (support tickets, training attendance, event participation) - Business health (payment history, contract status, stakeholder changes) - Sentiment metrics (CSAT, NPS, communication tone) - Risk indicators (usage decline, key champion departure, competitive mention) 2. **Health score calculation and segmentation**: - Weighted scoring model (0-100 scale) - Health categories: Healthy (80-100), Watch (60-79), At-Risk (40-59), Critical (<40) - Automated health score calculation (daily update) - Health score trend analysis (improving, stable, declining) - Segment-specific health thresholds 3. **Health score-driven actions**: - Healthy: proactive engagement, expansion identification, reference opportunities - Watch: targeted engagement, training reinforcement, CSM check-in - At-Risk: immediate CSM intervention, executive outreach, remediation plan - Critical: executive escalation, win-back strategy, retention offer consideration - Automated alerts on health score threshold crossing ### 3. Quarterly Business Reviews (QBR) 1. **QBR preparation**: - Customer data compilation: usage analytics, support history, success plan progress - ROI and business value quantification - Achievement summary against success plan goals - Issue and resolution review - Forward-looking recommendations and roadmap alignment 2. **QBR execution**: - Presentation format: business value focus (not just product metrics) - Executive participation alignment (match customer executive level) - Interactive format: discussion, not monologue - Goal reassessment and success plan update - Action items and next steps documentation 3. **QBR follow-up**: - Summary email with key takeaways and action items - Action item tracking and deadline management - Success plan update and distribution - Expansion opportunity qualification - Customer feedback collection and incorporation ### 4. Renewal Management 1. **Renewal forecasting and pipeline**: - Renewal calendar: 12-month rolling forecast - Renewal probability scoring by health score and engagement - Revenue at risk identification and mitigation planning - Renewal timeline by customer tier (enterprise: 6 months, SMB: 3 months) - Contract terms and pricing review 2. **Renewal process execution**: - Early engagement (6 months for enterprise, 3 months for standard) - Renewal QBR: value review and future planning - Contract preparation and terms negotiation - Stakeholder alignment and champion reinforcement - Competitive threat assessment and response 3. **Renewal optimization**: - Expansion bundling with renewal (additional seats, features, years) - Loyal customer incentives and loyalty programs - Multi-year renewal discount structure - Auto-renewal terms and notification timing - Post-renewal success transition ### 5. Churn Prevention & Win-Back 1. **Churn risk identification**: - Leading indicators: usage decline, support ticket increase, stakeholder changes, competitive mentions - Churn prediction modeling (ML-based risk scoring) - At-risk account prioritization and assignment - Churn reason categorization (product fit, pricing, service, strategic shift) - Churn trend analysis by cohort, segment, and product 2. **Churn prevention interventions**: - Early warning system alerts to CSM and management - Executive outreach and relationship reinforcement - Product usage coaching and re-engagement campaigns - Service level enhancement (temporary premium support) - Customized retention offers (discount, extended term, additional features) 3. **Win-back strategy**: - Exit interview and churn reason documentation - Win-back campaign for strategically valuable customers - Product improvement communication (addressed original issues) - Re-onboarding plan and success guarantee - Win-back success rate tracking and optimization ### 6. Expansion & Growth Management 1. **Expansion opportunity identification**: - Usage-based triggers (approaching limits, high engagement with specific features) - Account growth signals (hiring, funding, expansion news) - Cross-sell opportunity mapping (complementary products/features) - Upsell readiness assessment (adoption, health, satisfaction) - Expansion pipeline management in CRM 2. **Expansion execution**: - Business case development for expansion (ROI, value realization) - Executive sponsorship and stakeholder alignment - Pricing and packaging for expansion - Implementation planning for new features/products - Success measurement post-expansion ## Templates & Frameworks ### Customer Health Score Model ``` HEALTH SCORE CALCULATION MODEL =============================== SCORING CATEGORIES (0-100): PRODUCT USAGE (Weight: 35%): Login frequency (last 30 days): 25+ days = 100, 15-24 = 70, <15 = 30 Feature adoption breadth: 80%+ features = 100, 50-79% = 60, <50% = 20 Usage depth (transactions per active user): above avg = 100, avg = 70, below = 30 Trend (usage change last 30 days): increasing = 110, stable = 80, decreasing = 40 ENGAGEMENT (Weight: 25%): Support tickets (last 90 days): <2 = 100, 2-5 = 70, 6-10 = 40, >10 = 10 Training completion: 100% = 100, 75-99% = 70, 50-74% = 40, <50% = 10 CSM meeting attendance: 100% = 100, 75-99% = 70, <75% = 30 Event/webinar attendance: attending = 80, not attending = 40 BUSINESS HEALTH (Weight: 25%): Payment timeliness: on time = 100, late once = 60, late twice = 20 Contract status: active = 100, approaching renewal = 70, expired = 0 Key stakeholder stability: no changes = 100, 1 change = 60, 2+ changes = 20 Strategic alignment: aligned = 100, uncertain = 50, misaligned = 0 SENTIMENT (Weight: 15%): CSAT score: 5 = 100, 4 = 70, 3 = 40, <3 = 10 NPS: Promoter = 100, Passive = 50, Detractor = 10 Communication tone (sentiment analysis): positive = 100, neutral = 60, negative = 20 HEALTH CATEGORIES: Healthy: 80-100 (green) — proactive engagement Watch: 60-79 (yellow) — targeted check-in At-Risk: 40-59 (orange) — immediate intervention Critical: <40 (red) — executive escalation ALERT TRIGGERS: Score drops >15 points in 7 days → auto-alert CSM Score enters At-Risk → auto-alert CSM + Manager Score enters Critical → auto-alert CSM + Manager + VP Health trend declining for 30 days → quarterly review ``` ### QBR Agenda Template ``` QUARTERLY BUSINESS REVIEW — [Customer, Date] ============================================== AGENDA (60 minutes): 1. OPENING & RELATIONSHIP CHECK (5 min) — Executive introductions and rapport building — Customer priorities and strategic updates 2. BUSINESS VALUE REVIEW (15 min) — Success plan goal progress — ROI and quantified business outcomes — Key achievements and milestones — Usage and adoption summary 3. CHALLENGE & RESOLUTION REVIEW (10 min) — Open issues and resolution status — Feedback incorporation and improvements — Service level performance review 4. FORWARD LOOK & RECOMMENDATIONS (15 min) — Upcoming product roadmap relevance — Optimization and expansion opportunities — Best practices and benchmarking — Industry trends and peer insights 5. GOAL SETTING & NEXT QUARTER PLAN (10 min) — Success plan goal update — Resource and training recommendations — Key milestones and timeline 6. CLOSING & ACTION ITEMS (5 min) — Action item summary and ownership — Next QBR scheduling — Feedback collection ``` ## Integration Points - CRM platforms (Salesforce, HubSpot): Customer data, renewal tracking, expansion pipeline - Customer success platforms (Gainsight, Totango, Catalyst): Health scoring, QBR management - Product analytics (Mixpanel, Amplitude, Pendo): Usage data and feature adoption - Support platforms (Zendesk, Freshdesk): Support ticket history and CSAT - Survey tools (Qualtrics, Medallia): NPS and CSAT collection - Revenue analytics (Revenue.io, Clari): Renewal forecasting, expansion revenue - Communication platforms: QBR scheduling and delivery - Marketing automation: Customer engagement campaigns ## Edge Cases - **Churn of strategic/enterprise customer**: Immediate executive engagement; root cause investigation; custom retention package; board-level escalation if needed - **Product-led growth (PLG) churn**: Product-led re-engagement (in-app prompts, email triggers); freemium-to-paid conversion optimization; self-serve win-back offers - **Global customer with distributed team**: Multi-timezone QBR scheduling; local champion identification; regional success management - **Post-merger/acquisition customer changes**: Stakeholder reassessment; re-alignment of success plan; executive relationship rebuilding - **Competitive displacement threat**: Competitive intelligence gathering; value differentiation reinforcement; switching cost articulation; rapid response team ## Output ### Customer Success Dashboard ``` CUSTOMER SUCCESS — April 2025 =============================== PORTFOLIO OVERVIEW: Total active customers: 847 Enterprise: 124 | Mid-market: 342 | SMB: 381 Net Revenue Retention: 118% ✓ Gross Revenue Retention: 94% ✓ Expansion revenue: $1.2M (12% of total revenue) HEALTH DISTRIBUTION: Healthy: 612 (72.3%) ✓ Watch: 143 (16.9%) At-Risk: 58 (6.9%) Critical: 34 (4.0%) ⚠ RENEWAL FORECAST (NEXT 90 DAYS): Up for renewal: 89 customers Expected renewals: 81 (91%) At-risk renewals: 8 (9%) Expected revenue: $4.2M Expansion opportunities: $680K CHURN ANALYSIS (LAST 90 DAYS): Churned: 12 customers (1.4%) Churn reasons: Product fit (5), Pricing (3), Strategic shift (3), Service (1) Revenue lost: $187K Win-back in progress: 3 QBR PERFORMANCE: QBRs completed (Q2): 89/124 enterprise (72%) Avg post-QBR health score change: +8.3 points Expansion opportunities identified: 34 QBR satisfaction score: 4.6/5.0 CSM PRODUCTIVITY: CSM:customer ratio: 1:87 (target: <1:100 ✓) Avg time to first value: 18 days (target: <21 ✓) Onboarding completion rate: 94% Proactive outreach rate: 3.2 touches/week/customer ```