--- name: sales-customer-success description: Manage post-sale customer success including onboarding, health scoring, QBRs, expansion, renewal management, and churn prevention. Use when onboarding new customers, tracking health scores, conducting business reviews, managing renewals, identifying expansion opportunities, or preventing churn. Triggers on phrases like "customer onboarding", "health score", "QBR", "quarterly business review", "renewal management", "expansion revenue", "churn prevention", "customer success", "NRR", "GRR", "land and expand". --- # Customer Success & Retention Ensure customers achieve their desired outcomes, driving retention, expansion, and advocacy. ## Workflow ### 1. Customer Onboarding 1. **Onboarding program design**: - Onboarding milestone definition by product/service tier - Timeline and success criteria establishment - Role assignment (CSM, implementation specialist, customer champion) - Onboarding communication plan - Self-service vs hands-on onboarding model 2. **Implementation project management**: - Kickoff meeting and expectation alignment - Implementation plan and timeline creation - Technical integration and configuration - Data migration and setup - Training and enablement delivery 3. **Time-to-value optimization**: - Quick win identification and delivery - First value milestone tracking - Adoption milestone definition and monitoring - Barrier identification and removal - Success story capture from early wins ### 2. Health Scoring & Proactive Engagement 1. **Health score model development**: - Product usage metrics (adoption, frequency, depth) - Engagement metrics (support tickets, meeting attendance, training) - Business metrics (NPS, CSAT, business outcome achievement) - Account metrics (champion strength, buying committee coverage) - Financial metrics (payment history, utilization vs plan) 2. **Health score calculation and segmentation**: - Weighted health score calculation - Health tier classification (healthy, at-risk, critical) - Trend analysis (improving, stable, declining) - Segment-specific health threshold - Health score alert and escalation configuration 3. **Proactive engagement planning**: - Health-based engagement plan adjustment - At-risk account intervention strategy - Champion nurturing and advocacy development - Multi-threading engagement across stakeholders - Executive sponsorship involvement for critical accounts ### 3. Business Reviews & Strategic Engagement 1. **Quarterly Business Review (QBR)**: - QBR agenda and content preparation - Business value and ROI demonstration - Product usage and adoption review - Goal progress and roadmap alignment - Expansion and upsell opportunity identification 2. **Annual Business Review (ABR)**: - Annual value summary and case study development - Strategic goal realignment for coming year - Platform roadmap and innovation preview - Contract and renewal discussion preparation - Executive-to-executive meeting coordination 3. **Strategic account planning**: - Account growth plan development - Multi-year expansion roadmap - Stakeholder mapping and relationship development - Competitive protection strategy - Reference and advocacy program participation ### 4. Renewal Management 1. **Renewal process design**: - Renewal timeline by account tier (90, 120, 180 days pre-renewal) - Renewal ownership and escalation path - Renewal risk assessment framework - Discount and pricing authority matrix - Renewal documentation and communication 2. **Renewal execution**: - Early renewal engagement (value review) - Renewal term and pricing negotiation - Expansion bundling with renewal - Objection handling and value reinforcement - Contract execution and handoff 3. **At-risk renewal management**: - Early warning signal identification - Root cause investigation and resolution plan - Executive escalation and intervention - Win-back strategy for non-renewals - Post-renewal satisfaction verification ### 5. Expansion & Growth 1. **Expansion opportunity identification**: - Usage-based expansion signal detection - Product gap and add-on opportunity mapping - Seat/license expansion identification - Cross-sell and upsell trigger detection - Customer success story extraction 2. **Expansion execution**: - Expansion proposal and business case development - Stakeholder alignment and champion engagement - Pricing and packaging optimization - Implementation planning for expansion - Value realization tracking for expansion 3. **Customer advocacy and referral**: - Reference program management - Testimonial and case study development - Customer advisory board participation - Referral program design and management - Community and user group leadership ## Templates & Frameworks ### Health Score Model ``` CUSTOMER HEALTH SCORE MODEL ============================ HEALTH SCORE COMPONENTS: PRODUCT USAGE (40% weight): Login frequency: Weekly/Monthly/Quarterly Feature adoption breadth: # of features used Feature adoption depth: Usage intensity per feature Integration utilization: Connected systems count Data/transaction volume: Growth trend Score: 0-100 based on tier-specific benchmark ENGAGEMENT (25% weight): Support ticket volume: Trend and severity Training completion: % of available training Event attendance: Webinar, user conference CSM meeting attendance: Rate and preparation Community participation: Forum, peer engagement Score: 0-100 BUSINESS VALUE (20% weight): Goal achievement: % of success plan goals met NPS/CSAT: Most recent survey response Business outcome evidence: ROI, efficiency gain Stakeholder satisfaction: Multiple stakeholder feedback Score: 0-100 RELATIONSHIP (15% weight): Champion strength: Engagement and advocacy level Stakeholder coverage: # of relationships at org Executive relationship: C-level engagement Buying committee awareness: Renewal decision-maker contact Score: 0-100 HEALTH TIERS: Healthy (80-100): Standard engagement, expansion focus Good (60-79): Regular engagement, proactive check-in At-Risk (40-59): Increased engagement, intervention plan Critical (<40): Executive escalation, win-back plan RENEWAL RISK BY HEALTH: Healthy: <5% churn risk → early renewal, expansion Good: 10-15% churn risk → renewal planning at 120 days At-Risk: 30-50% churn risk → intervention at 180 days Critical: >60% churn risk → executive escalation ``` ### QBR Template ``` QUARTERLY BUSINESS REVIEW TEMPLATE =================================== SLIDE 1: EXECUTIVE SUMMARY Account: [Customer Name] CSM: [Name] Period: [QX 202X] Health Score: [X/100] [Tier] Key highlights and outcomes SLIDE 2: BUSINESS OUTCOMES ACHIEVED Goal 1: [Goal] — Status: [Achieved/On Track/At Risk] Goal 2: [Goal] — Status: [Achieved/On Track/At Risk] Goal 3: [Goal] — Status: [Achieved/On Track/At Risk] Quantified impact: [Revenue saved, efficiency gain, etc.] SLIDE 3: PLATFORM USAGE & ADOPTION Active users: [X] ([X]% of licensed) Key features adopted: [Feature list with usage metrics] Usage trend: [Chart showing usage over past quarter] New features to explore: [2-3 recommendations] SLIDE 4: SUPPORT & ENGAGEMENT SUMMARY Support tickets: [X] (avg resolution: [X] days) Training completed: [X] users, [X] courses Community engagement: [X] interactions CSM interactions: [X] meetings, [X] check-ins SLIDE 5: ROADMAP & OPPORTUNITIES Upcoming platform releases relevant to [customer] Expansion opportunities: [Add-on, seat, tier upgrade] Best practice recommendations: [Industry peer comparison] Training recommendations: [Advanced feature training] SLIDE 6: GOALS FOR NEXT QUARTER Goal 1: [Specific, measurable goal] Goal 2: [Specific, measurable goal] Goal 3: [Specific, measurable goal] Success metrics: [How we will measure achievement] Action items and owners: [Next steps] SLIDE 7: FEEDBACK & DISCUSSION What's working well: [Customer feedback] What can be improved: [Customer feedback] Open discussion: [Strategic topics, roadmap input] Next steps: [Action items and timeline] ``` ## Integration Points - Customer success platforms (Gainsight, Totango, Catalyst): Health scoring and engagement - CRM platforms (Salesforce, HubSpot): Account and opportunity management - Product analytics (Mixpanel, Amplitude, Pendo): Usage data and adoption tracking - Support platforms (Zendesk, Freshdesk): Support ticket data for health score - Survey platforms (Qualtrics, Medallia): NPS and CSAT data - Revenue operations (Revenue.io, Clari): Renewal and expansion forecasting - Communication platforms: CSM customer engagement - CPQ and billing platforms: Contract and renewal management ## Edge Cases - **Silent churners (low engagement but haven't complained)**: Usage-based health trigger; proactive outreach cadence; champion check-in; value reminder campaign - **Over-dependent on single champion**: Multi-threading strategy; stakeholder expansion; executive relationship development; organizational change monitoring - **Product-led growth vs services-led**: Usage-based health score emphasis; automated onboarding; self-service success resources; in-app guidance - **Global/multi-entity accounts**: Entity-level health scoring; regional engagement strategy; consolidation opportunity identification; global success plan - **Post-merger integration (customer was acquired)**: Customer communication and reassurance; transition success plan; value proposition update; reference continuity ## Output ### Customer Success Dashboard ``` CUSTOMER SUCCESS DASHBOARD — April 2025 ========================================= KEY METRICS: Gross Revenue Retention (GRR): 94.2% (target: >92% ✓) Net Revenue Retention (NRR): 118% (target: >110% ✓) Churn rate: 5.8% (↓ 1.2% from last quarter ✓) Expansion revenue: $1.8M (23% of total revenue) Dilation rate: 1.18x HEALTH DISTRIBUTION: Healthy (80-100): 342 accounts (57%) Good (60-79): 156 accounts (26%) At-Risk (40-59): 67 accounts (11%) Critical (<40): 35 accounts (6%) RENEWAL FORECAST (NEXT 90 DAYS): Accounts up for renewal: 78 Confirmed renewals: 52 (66.7%) At-risk renewals: 18 (23.1%) Expansion renewals: 6 (7.7%) Expected revenue: $4.2M Expected expansion: $580K AT-RISK ACCOUNTS: Total at-risk: 102 accounts (17% of book) At-risk revenue: $2.1M Intervention plans active: 89 (87.3%) Resolved this quarter: 23 (moved to healthy/good) Escalated to executive: 12 EXPANSION PIPELINE: Expansion opportunities: 67 Pipeline value: $2.4M Weighted forecast: $1.1M Top 5 opportunities: $680K Average expansion size: $35,820 CUSTOMER SATISFACTION: NPS: +52 (↑ 3 from last quarter ✓) CSAT: 4.2/5.0 Support satisfaction: 4.3/5.0 CSM engagement score: 4.4/5.0 ONBOARDING METRICS: New customers onboarded: 34 Avg time to first value: 12 days (target: <14 ✓) Onboarding completion rate: 91% 90-day retention of new customers: 94% Onboarding NPS: +48 ``` ## Trigger Phrases "customer onboarding", "health score", "QBR", "quarterly business review", "renewal management", "expansion revenue", "churn prevention", "customer success", "NRR", "GRR", "land and expand", "at-risk account", "win-back", "customer advocacy", "customer satisfaction"