Operações - Customer Success (CS)
1. Onboarding Playbook (0-30 dias, por Segmento)
2. Health Score (0-100, 4 Componentes)
3. Quarterly Business Review (QBR, 60 min)
4. Churn Prevention & Win-back
5. NPS & CSAT
6. CS Dashboard & Metrics
SAÍDA ESPERADA
Onboarding playbook por segmento, health score spreadsheet, QBR template, churn risk alert.