Customer Success
Comprehensive customer success management covering onboarding, health scoring, QBRs, expansion playbooks, and retention strategies.
Overview
This skill covers:
- Customer onboarding programs
- Health scoring and monitoring
- QBR (Quarterly Business Review) templates
- Expansion and upsell playbooks
- Retention and churn prevention
Customer Onboarding
Onboarding Program Structure
yaml
onboarding_phases: phase_1_kickoff: duration: "Week 1" goals: - establish_relationship - set_expectations - gather_requirements activities: - kickoff_call: 60min - intro_to_support_channels - share_onboarding_plan - schedule_implementation deliverables: - success_plan_document - timeline_with_milestones phase_2_implementation: duration: "Week 2-3" goals: - technical_setup - data_migration - integration_configuration activities: - implementation_calls: 2-3x - technical_support - testing_and_validation deliverables: - working_environment - integrations_live phase_3_training: duration: "Week 3-4" goals: - user_enablement - admin_training - workflow_setup activities: - admin_training: 90min - end_user_training: 60min - workflow_workshop deliverables: - trained_users - documented_workflows phase_4_launch: duration: "Week 4-5" goals: - go_live - adoption_tracking - quick_wins activities: - launch_call - monitor_adoption - celebrate_wins deliverables: - users_active - first_value_achieved phase_5_handoff: duration: "Week 6" goals: - transition_to_csm - establish_cadence - document_success activities: - handoff_call - schedule_check_ins - nps_survey deliverables: - ongoing_csm_relationship - baseline_metricsOnboarding Checklist
yaml
onboarding_checklist: pre_kickoff: - [ ] Review sales notes and requirements - [ ] Prepare success plan template - [ ] Schedule kickoff call - [ ] Send welcome email kickoff: - [ ] Introductions and roles - [ ] Review goals and timeline - [ ] Identify key stakeholders - [ ] Define success metrics - [ ] Schedule implementation calls implementation: - [ ] Account setup complete - [ ] Users provisioned - [ ] SSO configured (if applicable) - [ ] Integrations connected - [ ] Data migrated - [ ] Testing completed training: - [ ] Admin training delivered - [ ] User training delivered - [ ] Training materials shared - [ ] Self-service resources provided - [ ] Certification program introduced launch: - [ ] Go-live confirmed - [ ] Users logging in - [ ] First workflow completed - [ ] Quick win achieved - [ ] Launch celebration handoff: - [ ] CSM introduced - [ ] Regular cadence scheduled - [ ] Support escalation path clear - [ ] NPS survey sent - [ ] Onboarding documentation completeHealth Scoring
Health Score Model
yaml
health_score_components: product_engagement: # 40% weight metrics: - dau_mau_ratio: excellent: >0.5 good: 0.3-0.5 at_risk: 0.1-0.3 critical: <0.1 - feature_adoption: measure: core_features_used / total_core_features excellent: >80% good: 60-80% at_risk: 40-60% critical: <40% - depth_of_use: measure: actions_per_user_per_week benchmark: vs_similar_customers relationship: # 25% weight metrics: - nps_score: promoter: 9-10 passive: 7-8 detractor: 0-6 - csm_engagement: regular_meetings: true/false responsive_to_outreach: true/false - executive_sponsor: identified: true/false engaged: true/false financial: # 20% weight metrics: - payment_history: on_time: excellent late_1x: good late_2x+: at_risk - growth_trajectory: expanding: excellent stable: good contracting: at_risk sentiment: # 15% weight metrics: - support_tickets: sentiment_trend: positive/neutral/negative resolution_satisfaction: score - feedback: product_feedback: positive/neutral/negative feature_requests: engaged/silent scoring_formula: total: (engagement × 0.4) + (relationship × 0.25) + (financial × 0.2) + (sentiment × 0.15) tiers: healthy: 80-100 (green) stable: 60-79 (yellow) at_risk: 40-59 (orange) critical: 0-39 (red)Health Score Automation
yaml
health_automation: critical_score: trigger: score < 40 actions: - alert: csm_immediately - alert: cs_manager - schedule: save_call_within_24h - pause: marketing_emails at_risk_score: trigger: score drops below 60 actions: - alert: csm_same_day - schedule: check_in_call - review: account_for_team_meeting health_improvement: trigger: score increases by 20+ actions: - flag: expansion_opportunity - schedule: success_story_interview - request: testimonial_or_referralQBR (Quarterly Business Review)
QBR Template
markdown
# Quarterly Business Review## {Company Name} | {Quarter} {Year}
---
### Agenda (60 minutes)1. Business Update (10 min)2. Success Metrics Review (15 min)3. Product Usage Analysis (10 min)4. Roadmap Preview (10 min)5. Strategic Discussion (10 min)6. Action Items & Next Steps (5 min)
---
### 1. Executive Summary
**Relationship Health**: 🟢 Healthy (Score: 85)
**Key Highlights:**- ✅ Exceeded adoption targets by 15%- ✅ 3 new departments onboarded- ✅ NPS improved from 7 to 9- ⚠️ Feature request pending: {feature}
**ROI Achieved This Quarter:**- Time saved: 500+ hours- Cost reduction: $50,000- Productivity increase: 25%
---
### 2. Success Metrics
| Goal | Target | Actual | Status ||------|--------|--------|--------|| User Adoption | 80% | 92% | ✅ Exceeded || Daily Active Users | 100 | 120 | ✅ Exceeded || Support Tickets | <10/mo | 8/mo | ✅ On Track || NPS Score | >8 | 9 | ✅ Exceeded |
**Trend Charts:**[Include usage trends, adoption curves]
---
### 3. Product Usage Analysis
**Most Used Features:**1. {Feature 1} - 95% adoption2. {Feature 2} - 87% adoption3. {Feature 3} - 72% adoption
**Underutilized Features:**- {Feature X} - 15% adoption - Recommendation: Training session- {Feature Y} - 22% adoption - Recommendation: Workflow workshop
**Power Users:**- {User 1}: Champion, can lead training- {User 2}: Heavy API user
---
### 4. Roadmap Preview
**Coming Next Quarter:**- 🚀 {Feature 1} - Addresses your request from {date}- 🚀 {Feature 2} - Improves {workflow}- 🚀 {Integration} - Connects with {tool}
**Beta Opportunities:**- Would you like early access to {feature}?
---
### 5. Strategic Discussion
**Questions for You:**1. What are your top priorities for next quarter?2. Any organizational changes we should know about?3. Where are you still experiencing friction?
**Growth Opportunities:**- Department X could benefit from {product}- {Use case} is now possible with new features- Volume discount available at {tier}
---
### 6. Action Items
| Item | Owner | Due Date ||------|-------|----------|| Schedule training on {feature} | CSM | {date} || Connect with IT on integration | Customer | {date} || Share beta access | Product | {date} || Review expansion proposal | Customer | {date} |
---
### Next QBR: {Date}Expansion Playbook
Expansion Triggers
yaml
expansion_signals: usage_based: - approaching_seat_limit: 80% of licensed - feature_usage_ceiling: using advanced features - api_volume_increasing: growth trend - storage_approaching_limit: 80%+ used behavioral: - champion_promoting: internal advocacy - new_department_interest: cross-team requests - executive_engagement: c-level using product - feature_requests: for_higher_tier_features business: - company_funding: new_round_announced - company_growth: hiring_increase - new_initiative: announced_project - renewal_approaching: 90_days_outExpansion Conversation Framework
yaml
expansion_framework: discover: questions: - "What new initiatives are you planning?" - "Which other teams could benefit?" - "What's limiting you today?" listen_for: - growth_plans - pain_points - budget_cycles align: approach: - connect_to_their_goals - quantify_current_value - project_expanded_value messaging: | "Based on the {$X value} you've seen with {current_use_case}, expanding to {new_use_case} could deliver {projected_value}." propose: elements: - specific_recommendation - pricing_options - implementation_timeline - roi_projection close: tactics: - executive_alignment - champion_support - pilot_option - renewal_bundleRetention Strategies
Churn Risk Playbook
yaml
churn_indicators: high_risk: - no_login_30_days - usage_drop_50% - support_complaints_increase - executive_sponsor_left - competitor_mentioned actions_by_risk: critical: - csm_call_within_24h - manager_escalation - executive_outreach - save_offer_prepared at_risk: - csm_call_within_48h - health_check_meeting - re_training_offered - success_plan_review save_offers: by_reason: price: - discount: 20% for 3 months - annual_commitment: additional_discount - downgrade_option: lower_tier not_using: - training: free_intensive_session - implementation: professional_services - pause: 1-3_months competitor: - competitive_discount - feature_commitment - executive_meeting organizational: - contract_flexibility - pause_option - reduced_seatsOutput Example
Request: "Create a QBR presentation for a customer"
Output:
markdown
# QBR Presentation - Acme Corp## Q4 2025
---
## Slide 1: Executive Summary
### Health Score: 85/100 🟢
**This Quarter's Wins:**- 📈 User adoption: 85% → 92%- 💰 ROI delivered: $150,000- ⭐ NPS: 8 → 9
**Focus Areas:**- Expand to Marketing team- Increase API usage- Prepare for renewal
---
## Slide 2: Success Metrics
| Metric | Q3 | Q4 | Change ||--------|----|----|--------|| Active Users | 150 | 180 | +20% || Projects Created | 500 | 750 | +50% || Time Saved | 200h | 350h | +75% |
**ROI Calculation:**- Hours saved: 350h × $50/hr = $17,500/mo- Annual value: $210,000- Investment: $60,000- **ROI: 3.5x**
---
## Slide 3: Adoption Analysis
**Top Used Features:**1. Task Management: 95%2. Time Tracking: 82%3. Reporting: 75%
**Opportunity Features:**- Automation: 25% (training scheduled)- Integrations: 30% (Slack integration available)
---
## Slide 4: Roadmap Alignment
**Coming in Q1:**- ✅ AI Assistant (addresses your feature request)- ✅ Salesforce Integration- ✅ Advanced Analytics
**Early Access:**Would you like beta access to AI features?
---
## Slide 5: Strategic Discussion
1. Marketing team interest → Expansion opportunity2. API usage growing → Developer tier consideration3. Renewal in 90 days → Multi-year discount available
---
## Slide 6: Action Items
| Action | Owner | Date ||--------|-------|------|| Marketing demo | Acme | Jan 15 || API tier proposal | CSM | Jan 20 || Renewal discussion | Both | Feb 1 |
**Next QBR: April 2026**Customer Success Skill - Part of Claude Office Skills
