saolalab Customer Success
Customer Lifecycle
Onboarding → Adoption → Expansion → Renewal
↑ |
└──────────── Churn Prevention ────┘
Health Score Framework
| Factor | Weight | Signals |
|---|---|---|
| Product Usage | 30% | DAU/MAU, feature adoption, API calls |
| Engagement | 25% | Support tickets, NPS responses, meetings |
| Business Value | 25% | ROI achieved, use cases deployed |
| Relationship | 20% | Executive sponsor, champion identified |
Health Levels
- Healthy (80-100): Active, expanding, advocate potential
- Neutral (50-79): Using product but not growing
- At Risk (0-49): Declining usage, negative sentiment, churn risk
Onboarding Playbook
Week 1: Foundation
- Welcome call / kickoff meeting
- Account setup verification
- Key stakeholder identification
- Success criteria definition
- Training schedule set
Week 2-4: Activation
- Core feature training
- First use case deployed
- Initial value demonstrated
- Feedback collection
- Quick wins documented
Month 2-3: Adoption
- Advanced feature training
- Additional use cases
- Best practices shared
- Success metrics baseline
- Executive business review
Churn Prevention
Early Warning Signs
- Usage decline — DAU/MAU dropping
- Support spikes — More tickets, more frustration
- Silence — No engagement, no responses
- Champion changes — Key contact leaves
- Competitor mentions — Evaluating alternatives
Intervention Playbook
- Acknowledge — Reach out proactively
- Listen — Understand the real issues
- Act — Provide immediate value or fix
- Follow up — Ensure resolution stuck
- Document — Log learnings for prevention
QBR Template
Quarterly Business Review Agenda
Business Outcomes (15 min)
- ROI achieved this quarter
- Success metrics vs goals
- Customer wins/testimonials
Product Usage (10 min)
- Adoption metrics
- Feature utilization
- Benchmarks vs peers
Roadmap Preview (10 min)
- Upcoming features relevant to them
- Beta opportunities
- Feedback incorporation
Success Planning (15 min)
- Next quarter goals
- Expansion opportunities
- Training needs
- Executive alignment
NPS Program
Collection Cadence
- Transactional NPS: After major milestones (onboarding, support resolution)
- Relationship NPS: Quarterly for enterprise, semi-annual for SMB
Response Protocol
| Score | Category | Action |
|---|---|---|
| 9-10 | Promoter | Thank, ask for referral/review |
| 7-8 | Passive | Understand blockers, improve |
| 0-6 | Detractor | Immediate outreach, escalate |