| name | client-success |
| description | Client health scoring, churn prediction, retention playbooks, NPS framework, and expansion signals. Keeps OASIS AI clients healthy, growing, and referring. |
| tags | ["skill","client-success","retention"] |
| triggers | ["client success","use client success","run client success","client health scoring"] |
| tier | specialized |
Client Success — Health Scoring and Retention System
Overview
Lost clients cost twice what new ones earn. This skill gives CC a repeatable system to measure every client relationship as a live number, predict churn before it happens, and take the right action at the right time.
Primary tool: python scripts/client_health.py
Data source: Supabase leads table (project: bravo), filtered to status = client
Health Score Algorithm (0–100)
Each client is scored across five weighted dimensions every time the report runs.
| Dimension | Weight | What It Measures |
|---|
| Payment Timeliness | 25% | Days between due date and receipt |
| Engagement Frequency | 25% | Messages and calls vs. expected baseline |
| Scope Satisfaction | 20% | Deliverables on track vs. delayed |
| Revenue Trajectory | 15% | MRR growing, stable, or declining |
| Relationship Signals | 15% | Referrals given, upsell interest, response speed |
Scoring Rubric Per Dimension
Payment Timeliness (25 pts max)
- Paid on time or early: 25
- 1–7 days late: 17
- 8–14 days late: 10
- 15+ days late: 2
- Two late payments in a row: subtract 5 from final score (floor 0)
Engagement Frequency (25 pts max)
- 4+ touchpoints/month (meetings, replies, check-ins): 25
- 2–3 touchpoints/month: 18
- 1 touchpoint/month: 10
- No contact in 14+ days: 0
Scope Satisfaction (20 pts max)
- All deliverables on schedule: 20
- 1 item delayed, acknowledged: 14
- 2+ items delayed or unacknowledged: 6
- Active scope dispute: 0
Revenue Trajectory (15 pts max)
- Upsell in last 60 days, or MRR grew: 15
- Stable MRR, no change in 90 days: 11
- Downgrade or partial cancellation discussed: 5
- Active cancellation discussion: 0
Relationship Signals (15 pts max)
- Gave a referral or case study in last 90 days: 15
- Responds within 24 hours consistently: 11
- Slow to respond (48–72 hours average): 6
- Unresponsive or mentions "pausing" / "budget review": 0
Final Score Calculation
health_score = (payment × 0.25) + (engagement × 0.25) + (scope × 0.20) + (revenue × 0.15) + (relationship × 0.15)
Scores are normalized to 0–100. No rounding — show one decimal.
Risk Tiers
| Tier | Score | Color Code | Meaning |
|---|
| GREEN | 80–100 | ✅ | Healthy. Expansion opportunity window. |
| YELLOW | 60–79 | ⚠️ | Friction present. Proactive contact required. |
| ORANGE | 40–59 | 🔶 | At-risk. Intervention within 48 hours. |
| RED | 0–39 | 🚨 | Critical. Executive-level save attempt required now. |
Churn Prediction Triggers
Any single trigger moves a client one tier toward RED. Two or more triggers = immediate ORANGE minimum.
- No communication for 14+ consecutive days
- Payment 7+ days late for the second consecutive month
- Client declines a scope expansion or renewal discussion
- Client's response time has increased by 2x over 30 days
- Client uses phrases: "budget review", "pausing for now", "not the right time", "re-evaluating", "tightening up"
- Client cancels a scheduled meeting without rescheduling
- Deliverable missed by more than 7 days with no client acknowledgement
- Client stops reacting to content or engaging on social (if tracked)
When a churn trigger fires: log it immediately under the client's Supabase record and recompute health score.
Retention Playbooks
GREEN Tier (80–100): Expand and Protect
Goal: Deepen the relationship before complacency sets in.
- Schedule quarterly business review (QBR) — review wins, preview next quarter
- Share specific ROI evidence: automations run, time saved, revenue influenced
- Introduce one upsell concept — frame it as "the natural next step"
- Ask for a referral: "Do you know one other business owner who'd benefit from what we've done together?"
- Send a handwritten note or unexpected value-add (relevant article, template, introduction)
- Confirm contract renewal dates 60 days in advance
YELLOW Tier (60–79): Proactive Reconnection
Goal: Surface friction before it becomes a decision to leave.
- Send a warm, non-salesy check-in within 48 hours of scoring YELLOW
- Ask one open question: "What's the biggest thing slowing you down right now?"
- Share a recent win from their account — remind them of the value being delivered
- Review deliverable status and proactively update them, even if nothing is overdue
- Offer one concrete addition to scope at no extra cost (if the friction point is perceived value)
- Reschedule any lapsed standing calls — block time that works for them
ORANGE Tier (40–59): Intervention Within 48 Hours
Goal: Identify the specific issue and address it directly.
- Call first — do not email. Text to schedule if needed.
- Open with: "I want to make sure we're delivering the right things for you. Can we sync for 15 minutes?"
- Listen for the real concern — don't defend, don't pitch. Ask and reflect back.
- If it's budget: offer a modified scope that retains the relationship at lower MRR rather than full churn
- If it's results: produce a results audit within 24 hours showing impact
- If it's communication: create a standing weekly update and send the first one immediately
- Log every detail of the conversation in Supabase
RED Tier (0–39): Save or Release
Goal: Make one final, genuine attempt. If it fails, exit cleanly.
- CC personally reaches out — not Bravo, not automated. A real message.
- Acknowledge the issue directly: "I know things haven't been where they should. That's on me."
- Present a save offer: one-month pause, scope reduction, free extension of one deliverable
- Give a clear decision timeline: "I'd love to know your thinking by [date] so I can plan accordingly."
- If no response in 7 days: send an offboarding message that leaves the door open
- Capture the root cause in
memory/MISTAKES.md — what early signal was missed?
- Update Supabase lead status to
churned and log the final health score
NPS Framework
When to Collect
- Onboarding complete (30 days in): pulse check
- Quarterly: at each QBR touchpoint
- Post-major-deliverable: immediately after a significant project completes
- At renewal: before the contract renewal conversation, not after
How to Collect
Send a single-question message (email or text, matching the client's preferred channel):
"Quick question — on a scale of 0-10, how likely are you to recommend OASIS AI to another business owner? No wrong answer."
Follow up with: "What's the main reason for that score?"
Score Interpretation
| NPS Score | Classification | Action |
|---|
| 9–10 | Promoter | Ask for referral within 72 hours |
| 7–8 | Passive | Ask: "What would make this a 10?" |
| 0–6 | Detractor | Treat as ORANGE tier — immediate outreach |
NPS → Health Score Adjustment
- Promoter (9–10): +5 bonus to relationship signals dimension
- Passive (7–8): no adjustment
- Detractor (0–6): -10 to final health score, force YELLOW minimum
Expansion Playbook
Upsell Readiness Signals
A client is ready for an upsell conversation when at least three of these are true:
- Health score above 80 for two consecutive months
- Has referenced a new pain point or project in conversation
- MRR has been stable for 60+ days (not growing — stagnant is an opportunity)
- Recently gave a referral or positive testimonial
- Has asked "can you also do X?" in any channel
Cross-Sell Opportunities
| Current Service | Natural Cross-Sell |
|---|
| n8n automation retainer | CRM build-out in Supabase |
| Lead generation automation | Email nurture sequences |
| Social content scheduling | Full content strategy retainer |
| One-time project | Monthly maintenance retainer |
| OASIS AI retainer | PropFlow for real-estate clients |
Referral Request Script
Only ask when health score is GREEN and at a natural conversation break:
"We've been getting some great results together. Do you know one or two other business owners — doesn't have to be in your industry — who are still doing things manually that they could be automating? I'd love an introduction. I'll make sure they're taken care of."
Client Lifecycle Stages
Every client exists in exactly one stage. Stage transitions are logged in Supabase.
| Stage | Definition | Primary Action |
|---|
| Onboarding | Contract signed, setup in progress (days 1–30) | Complete setup checklist, first win delivery |
| Ramp | Systems live, client learning the value (days 31–60) | Weekly check-ins, remove friction, document wins |
| Steady State | Delivering consistently, client engaged | Monthly updates, QBR, upsell exploration |
| Growth | Client expanding scope or referring others | Prioritize, reward loyalty, increase touchpoints |
| Renewal | 60 days before contract end | QBR, renewal proposal, upsell packaging |
| At-Risk | Health score YELLOW or below | Retention playbook triggered |
| Churned | Contract cancelled | Root cause analysis, 90-day win-back check |
| Win-Back | Previously churned, re-engaged | Treat as new client, address original issue first |
Weekly Client Health Report Template
Run every Friday before the week ends. Output format:
## Client Health Report — Week of [YYYY-MM-DD]
| Client | MRR | Health Score | Tier | Last Contact | Days Since Contact | Next Action |
|--------|-----|-------------|------|-------------|-------------------|-------------|
| [Name] | $X,XXX | XX.X | 🟢 GREEN | [date] | X days | [action] |
| [Name] | $X,XXX | XX.X | ⚠️ YELLOW | [date] | X days | [action] |
**Portfolio MRR:** $X,XXX | **Average Health:** XX.X | **At-Risk Revenue:** $X,XXX
### Alerts This Week
- 🚨 [Client]: [specific trigger fired]
- ⚠️ [Client]: [specific risk signal]
### Actions Required This Week
1. [Priority action — client — deadline]
2. [Priority action — client — deadline]
Integration with CEO Briefing
The /briefing skill calls python scripts/client_health.py report --json in Section 3.
Any ORANGE or RED clients surface as blocked items in Section 5 (Blocked Items).
Automated Health Score Calculation
Run python scripts/client_health.py score <client_name> to compute a fresh score from raw inputs. The formula is:
payment_score = compute_payment(days_late, consecutive_late_count)
engagement_score = compute_engagement(touchpoints_per_month)
scope_score = compute_scope(deliverables_on_time, disputes)
revenue_score = compute_revenue(mrr_trend, upsell_recency_days)
relationship_score = compute_relationship(referral_given, avg_response_hours)
health = (
payment_score * 0.25 +
engagement_score * 0.25 +
scope_score * 0.20 +
revenue_score * 0.15 +
relationship_score * 0.15
)
Quick data-entry format (paste into CLI or session notes):
CLIENT: [name]
payment_days_late: 0 # 0 = on time, positive = days late
consecutive_late: 0 # how many months in a row late
touchpoints_month: 4 # calls + replies + check-ins this month
deliverables_on_track: true # bool
scope_disputes: 0 # active disputes
mrr_trend: stable # growing | stable | declining | at_risk
upsell_days_ago: null # null if no recent upsell
referral_given: false # gave referral in last 90 days
avg_response_hours: 18 # average hours to reply
Churn Prediction Model
Three warning signals. Any one moves the client toward RED. Two or more = immediate intervention.
Signal 1 — Engagement Drop (>20%)
Definition: Touchpoint frequency has dropped by 20%+ vs the prior 4-week average.
Engagement drop % = (prior_avg_touchpoints - current_touchpoints) / prior_avg_touchpoints × 100
If result ≥ 20% → SIGNAL FIRED
Action: Send a warm, non-salesy check-in within 24 hours. Do not mention the metric. Ask one open question about their business.
Signal 2 — Payment Lateness Pattern
Definition: Two consecutive payments received more than 7 days after due date.
Action: Call (not email) within 48 hours. Do not discuss payment on the call — lead with value. Assess whether the lateness is cash-flow (temporary) or satisfaction-based (deeper problem).
Signal 3 — Communication Decay
Definition: Average response time has increased by 2x over the trailing 30 days (e.g., was 12 hours, now 24+ hours) AND the client has not proactively initiated contact in 14+ days.
Action: Treat as YELLOW minimum. Initiate a "how can I make this easier for you?" message. Short, low-pressure.
Combined Signal Scoring
| Active Signals | Minimum Tier |
|---|
| 0 | Current tier |
| 1 | YELLOW |
| 2 | ORANGE |
| 3 | RED |
Proactive Retention Playbook
Quarterly Business Review (QBR) — Client-Facing
Schedule at weeks 12, 24, 36 of each client relationship. This is not an internal report — it's a client-facing meeting.
Agenda (30 minutes):
- Wins this quarter (10 min) — Show 3 specific results with numbers. Frame them in the client's language (time saved, leads captured, cost avoided).
- What we're watching (5 min) — Honest update on anything that didn't go as planned. Don't hide it — they already know.
- Preview next quarter (10 min) — What we're building or improving. Position it as "the natural next step" based on what they shared today.
- Open question (5 min) — "What's the one thing that would make this 10x more valuable for you?"
Prep checklist:
Value Demonstration Touchpoints
Monthly, between QBRs, send one value-proof artifact. Rotate through:
| Month | Artifact Type | Example |
|---|
| Month 1 | Automation report | "Your lead capture automation ran 47 times this month, saving ~6 hours" |
| Month 2 | Benchmark | "Your response time is now 4 minutes vs industry average of 3 hours" |
| Month 3 | Opportunity flag | "I noticed X pattern in your data — we could automate this next" |
Rules: Never send a generic update. Every message should reference something specific to that client.
Expansion Signals → Expansion Conversation
When 3+ of these are true, schedule an expansion conversation (not an email):
- Health score ≥ 80 for 2 consecutive months
- Client has mentioned a new pain point or project in any channel
- MRR stable for 60+ days (stagnant = untapped opportunity)
- Client gave a referral or positive testimonial in last 90 days
- Client asked "can you also do X?" in any channel
Expansion conversation structure: "Based on everything we've built together, I think there's an opportunity to [specific next thing]. The way I'd approach it is [brief plan]. Would it make sense to explore that?"
Client Lifetime Value Tracking
LTV Formula (per client)
Client LTV = Monthly MRR × Gross Margin % × Expected Lifespan (months)
Expected lifespan = 1 ÷ Monthly Churn Rate (for the portfolio)
Example: $1,500/mo × 94% margin × 24 months = $33,840 LTV
LTV Tier Classification
| LTV Range | Classification | Priority Level |
|---|
| >$30,000 | Enterprise | White-glove. Weekly touchpoints. Never miss a signal. |
| $15,000–$30,000 | Strategic | Bi-weekly touchpoints. Full QBR. Top of expansion list. |
| $5,000–$15,000 | Growth | Monthly touchpoints. QBR every 6 months. |
| <$5,000 | Standard | Async relationship. Monthly report. QBR annually. |
LTV Tracking in Supabase
python scripts/client_health.py ltv --all
python scripts/client_health.py ltv update <client_id> --lifespan 18
Store fields: client_id, mrr, start_date, ltv_estimate, ltv_actual_to_date, ltv_tier.
Portfolio LTV Health Check
Run quarterly. Answer three questions:
- Is average LTV growing quarter-over-quarter? (Yes = good retention and expansion)
- What % of total portfolio LTV is tied to one client? (Target: <50%)
- What is the LTV:CAC ratio? (Target: ≥5:1, exceptional ≥10:1)
Outbound Gate Compliance
All outbound communications (emails, notifications, messages) referenced in this skill
MUST be routed through scripts/integrations/send_gateway.py. Direct smtplib or raw
SMTP calls are architecturally prohibited (V5.6 chokepoint rule). Use:
python scripts/integrations/send_gateway.py send --channel email --to <email> --subject "..." --body "..." --lead-id <uuid>
See [[skills/send-gateway/SKILL.md]] for the full contract.
Obsidian Links
- [[brain/STATE]] | [[memory/ACTIVE_TASKS]] | [[memory/SESSION_LOG]] | [[brain/CAPABILITIES]]
- [[skills/revenue-operations/SKILL.md]] | [[../../CMO-Agent/skills/lead-management/SKILL]]
- [[skills/ceo-briefing/SKILL.md]] | [[skills/financial-modeling/SKILL.md]] | [[brain/USER]]
