customer-success

name	customer-success
description	Proactive customer success management. Use when onboarding customers, conducting health checks, or preventing churn.
metadata	{"clawbot":{"emoji":"🌟"}}

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