# Customer Success

> Proactive customer success management. Use when onboarding customers, conducting health checks, or preventing churn.

- Skill: `saolalab/customer-success` (Agent Skill)
- Install (CLI): `npx skillmds@latest add saolalab/customer-success`
- Raw SKILL.md: https://api.skillmd.com/api/skills/saolalab/customer-success/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: saolalab (https://skillmd.com/u/saolalab)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/saolalab/customer-success

---


# 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

1. **Usage decline** — DAU/MAU dropping
2. **Support spikes** — More tickets, more frustration
3. **Silence** — No engagement, no responses
4. **Champion changes** — Key contact leaves
5. **Competitor mentions** — Evaluating alternatives

### Intervention Playbook

1. **Acknowledge** — Reach out proactively
2. **Listen** — Understand the real issues
3. **Act** — Provide immediate value or fix
4. **Follow up** — Ensure resolution stuck
5. **Document** — Log learnings for prevention

## QBR Template

### Quarterly Business Review Agenda

1. **Business Outcomes** (15 min)
   - ROI achieved this quarter
   - Success metrics vs goals
   - Customer wins/testimonials

2. **Product Usage** (10 min)
   - Adoption metrics
   - Feature utilization
   - Benchmarks vs peers

3. **Roadmap Preview** (10 min)
   - Upcoming features relevant to them
   - Beta opportunities
   - Feedback incorporation

4. **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 |