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Proactive customer success management. Use when onboarding customers, conducting health checks, or preventing churn.
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Based on SOC occupation classification
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| name | customer-success |
| description | Proactive customer success management. Use when onboarding customers, conducting health checks, or preventing churn. |
| metadata | {"clawbot":{"emoji":"🌟"}} |
Onboarding → Adoption → Expansion → Renewal
↑ |
└──────────── Churn Prevention ────┘
| 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 |
Business Outcomes (15 min)
Product Usage (10 min)
Roadmap Preview (10 min)
Success Planning (15 min)
| Score | Category | Action |
|---|---|---|
| 9-10 | Promoter | Thank, ask for referral/review |
| 7-8 | Passive | Understand blockers, improve |
| 0-6 | Detractor | Immediate outreach, escalate |