# Customer Success > When to activate: customer success, onboarding, health score, QBR, churn prevention, expansion, NPS, escalation, customer retention, renewal - Skill: `mattakushi432/customer-success` (Agent Skill) - Install (CLI): `npx skillmds@latest add mattakushi432/customer-success` - Raw SKILL.md: https://api.skillmd.com/api/skills/mattakushi432/customer-success/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Coding & Dev Tools - Author: Mattakushi432 (https://skillmd.com/u/mattakushi432) - Updated: 2026-09-17 - Page: https://skillmd.com/skills/mattakushi432/customer-success --- # Customer Success Patterns ## CS Playbook Structure ### Onboarding Playbook (Days 0–90) **Day 0–7: Kickoff** ``` Actions: - Send welcome email with CSM introduction within 1 hour of signing - Schedule kickoff call within 48 hours - Provision access and share credentials - Share onboarding plan with milestones + owner Kickoff Call Agenda (60 min): 1. Introductions + relationship goals (10 min) 2. Review signed scope + success criteria (15 min) 3. Technical setup walkthrough (15 min) 4. First 30 days plan with their input (15 min) 5. Communication cadence agreement (5 min) ``` **Day 8–30: Activation** ``` Goals: - First meaningful use of core feature - 3+ team members active - Integration with their primary system Weekly check-in (30 min): - Progress against activation milestones - Blockers and support tickets - Training needs Success = Time to First Value (TTFV) < 14 days ``` **Day 31–90: Adoption** ``` Goals: - 80%+ of licensed seats active - Core workflow embedded in their process - Customer can articulate value in their own words Milestone review at Day 60: - Adoption metrics vs target - Value realization (measurable outcomes) - Expansion opportunities identified ``` --- ## Health Score Design ### Scoring Model (0–100) ``` Component Weight Signal Product Usage 35% DAU/MAU, feature breadth, recency Relationship 25% Exec engagement, sponsor stability, sentiment Outcomes 20% Goals achieved, ROI documented Support 10% Ticket volume, severity, resolution time Financial 10% On-time payment, contract growth Score Bands: 80–100 = Green (Healthy — focus on expansion) 60–79 = Yellow (At Risk — intervention required) 40–59 = Orange (Danger — escalation plan) 0–39 = Red (Critical — save the account) ``` ### Leading vs Lagging Signals ``` Leading (predict future churn): - Login frequency drop > 30% WoW - Key user deactivated or departed - Support tickets spike - Missed QBR or executive disengagement - Champion left the company Lagging (confirm past churn): - Cancellation notice - Renewal not signed by due date - Non-payment ``` --- ## QBR Template (Quarterly Business Review) ### Slide Structure ``` 1. Executive Summary (1 slide) - "Since we last met..." highlights - Health score trend 2. Usage & Adoption (2 slides) - Active users vs licensed - Core feature usage trend - Power users identified 3. Value Delivered (2 slides) - Outcomes vs goals set at kickoff - Case study / testimonial - ROI quantification 4. Roadmap Preview (1 slide) - Upcoming features relevant to them - Input request for product feedback 5. Goals for Next Quarter (1 slide) - 2–3 specific, measurable objectives - Owner on each side 6. Mutual Action Plan (1 slide) - Action items with dates and owners ``` --- ## Churn Prediction Playbook ### Churn Risk Indicators (Score each 1–3) ``` Signal | Low Risk | Med Risk | High Risk ---------------------------------|----------|----------|---------- Login frequency vs prior quarter | > 90% | 60–90% | < 60% Champion status | Stable | Changed | Left Executive engagement | Monthly | Quarterly| None Support ticket sentiment | Positive | Neutral | Negative Renewal date proximity | > 90d | 30–90d | < 30d Budget changes communicated | None | Reduction| Freeze NPS score | 8–10 | 6–7 | 0–5 Total score > 12 = Launch save campaign immediately ``` ### Save Playbook ``` Week 1: Discovery - CSM + CS Manager call (understand root cause) - Executive outreach from your VP/CEO - Identify what success would look like to them Week 2: Diagnosis - Usage audit (where did adoption drop?) - Stakeholder map (who is unhappy and why?) - Competitor intelligence (who are they talking to?) Week 3: Recovery Plan - Written remediation plan with milestones - Assign dedicated support - Offer: training session, feature workshop, roadmap briefing Week 4+: Monitor - Weekly check-in with sponsor - Health score review - Escalate to executive sponsor if not improving ``` --- ## Expansion Playbook ### Identifying Expansion Signals ``` - Usage approaching license limits (> 80% of seats used) - New team or department asking about access - New use case mentioned in calls - Positive NPS + champion enthusiasm - Company announced growth / funding / new market ``` ### Expansion Motion ``` 1. Quantify current value (ROI document) 2. Map expansion use case to new team's pain 3. Introduce to new champion internally 4. Mini-discovery with new stakeholder 5. Proposal: expansion license or new module 6. CS + Sales handoff if deal > threshold ``` --- ## NPS Action Plan ### Score Interpretation ``` 9–10 = Promoter → Ask for referral, case study, G2 review 7–8 = Passive → Discover what would make them a 9; expand adoption 0–6 = Detractor → Call within 24 hours; root cause; escalation path ``` ### Follow-Up Protocol ``` Detractor (0–6): - CSM call within 24 hours - Root cause documented in CRM - Remediation plan created within 1 week - Follow-up in 30 days to confirm resolution Passive (7–8): - Email response acknowledging feedback - Specific action offered (training, feature request logged) - Check-in in 60 days Promoter (9–10): - Thank you email within 48 hours - Reference request or case study ask - G2/Capterra review request - Referral program introduction ``` --- ## Escalation Process ### Escalation Triggers ``` Level 1 (CSM handles): - Negative NPS response - Missed milestone - 2+ open critical tickets Level 2 (CS Manager + Product): - Champion departed - Formal complaint - Health score drops to Orange - Churn risk explicitly stated Level 3 (VP CS + Exec Sponsor): - Renewal at risk > $50K ARR - Legal threat - Health score drops to Red - Competitor evaluation started ``` --- ## CS Metrics | Metric | Formula | Target | |--------|---------|--------| | GRR | (Start ARR - Churn - Contraction) / Start ARR | > 90% | | NRR | (Start + Expansion - Churn - Contraction) / Start | > 110% | | CSAT | Avg satisfaction score (post-support) | > 4.5/5 | | NPS | % Promoters - % Detractors | > 40 | | Time to Value | Days from sign to first meaningful outcome | < 30d | | Renewal Rate | Renewals / Up for Renewal | > 90% | | CSM:ARR Ratio | ARR managed per CSM | $1.5M–$3M |