Customer Success Comprehensive customer success management covering onboarding, health scoring, QBRs, expansion playbooks, and retention strategies. Overview This skill covers: Customer onboarding programs Health scoring and monitoring QBR (Quarterly Business Review) templates Expansion and upsell playbooks Retention and churn prevention Customer Onboarding Onboarding Program Structure onboarding_phases : phase_1_kickoff : duration : "Week 1" goals : - establish_relationship - set_expectations - gather_requirements activities : - kickoff_call : 60min - intro_to_support_channels - share_onboarding_plan - schedule_implementation deliverables : - success_plan_document - timeline_with_milestones phase_2_implementation : duration : "Week 2-3" goals : - technical_setup - data_migration - integration_configuration activities : - implementation_calls : 2 - 3x - technical_support - testing_and_validation deliverables : - working_environment - integrations_live phase_3_training : duration : "Week 3-4" goals : - user_enablement - admin_training - workflow_setup activities : - admin_training : 90min - end_user_training : 60min - workflow_workshop deliverables : - trained_users - documented_workflows phase_4_launch : duration : "Week 4-5" goals : - go_live - adoption_tracking - quick_wins activities : - launch_call - monitor_adoption - celebrate_wins deliverables : - users_active - first_value_achieved phase_5_handoff : duration : "Week 6" goals : - transition_to_csm - establish_cadence - document_success activities : - handoff_call - schedule_check_ins - nps_survey deliverables : - ongoing_csm_relationship - baseline_metrics Onboarding Checklist onboarding_checklist : pre_kickoff : - [ ] Review sales notes and requirements - [ ] Prepare success plan template - [ ] Schedule kickoff call - [ ] Send welcome email kickoff : - [ ] Introductions and roles - [ ] Review goals and timeline - [ ] Identify key stakeholders - [ ] Define success metrics - [ ] Schedule implementation calls implementation : - [ ] Account setup complete - [ ] Users provisioned - [ ] SSO configured (if applicable) - [ ] Integrations connected - [ ] Data migrated - [ ] Testing completed training : - [ ] Admin training delivered - [ ] User training delivered - [ ] Training materials shared - [ ] Self - service resources provided - [ ] Certification program introduced launch : - [ ] Go - live confirmed - [ ] Users logging in - [ ] First workflow completed - [ ] Quick win achieved - [ ] Launch celebration handoff : - [ ] CSM introduced - [ ] Regular cadence scheduled - [ ] Support escalation path clear - [ ] NPS survey sent - [ ] Onboarding documentation complete Health Scoring Health Score Model health_score_components : product_engagement :

40% weight

metrics : - dau_mau_ratio : excellent :

0.5 good : 0.3 - 0.5 at_risk : 0.1 - 0.3 critical : <0.1 - feature_adoption : measure : core_features_used / total_core_features excellent :

80% good : 60 - 80% at_risk : 40 - 60% critical : <40% - depth_of_use : measure : actions_per_user_per_week benchmark : vs_similar_customers relationship :

25% weight

metrics : - nps_score : promoter : 9 - 10 passive : 7 - 8 detractor : 0 - 6 - csm_engagement : regular_meetings : true/false responsive_to_outreach : true/false - executive_sponsor : identified : true/false engaged : true/false financial :

20% weight

metrics : - payment_history : on_time : excellent late_1x : good late_2x+ : at_risk - growth_trajectory : expanding : excellent stable : good contracting : at_risk sentiment :

15% weight

metrics : - support_tickets : sentiment_trend : positive/neutral/negative resolution_satisfaction : score - feedback : product_feedback : positive/neutral/negative feature_requests : engaged/silent scoring_formula : total : (engagement × 0.4) + (relationship × 0.25) + (financial × 0.2) + (sentiment × 0.15) tiers : healthy : 80 - 100 (green) stable : 60 - 79 (yellow) at_risk : 40 - 59 (orange) critical : 0 - 39 (red) Health Score Automation health_automation : critical_score : trigger : score < 40 actions : - alert : csm_immediately - alert : cs_manager - schedule : save_call_within_24h - pause : marketing_emails at_risk_score : trigger : score drops below 60 actions : - alert : csm_same_day - schedule : check_in_call - review : account_for_team_meeting health_improvement : trigger : score increases by 20+ actions : - flag : expansion_opportunity - schedule : success_story_interview - request : testimonial_or_referral QBR (Quarterly Business Review) QBR Template

Quarterly Business Review

{Company Name} | {Quarter} {Year}

Agenda (60 minutes) 1. Business Update (10 min) 2. Success Metrics Review (15 min) 3. Product Usage Analysis (10 min) 4. Roadmap Preview (10 min) 5. Strategic Discussion (10 min) 6. Action Items & Next Steps (5 min)

Executive Summary

**

Relationship Health

**

🟢 Healthy (Score: 85) ** Key Highlights: ** - ✅ Exceeded adoption targets by 15% - ✅ 3 new departments onboarded - ✅ NPS improved from 7 to 9 - ⚠️ Feature request pending: {feature} ** ROI Achieved This Quarter: ** - Time saved: 500+ hours - Cost reduction: $50,000 - Productivity increase: 25%

Success Metrics | Goal | Target | Actual | Status | |

|

| | User Adoption | 80% | 92% | ✅ Exceeded | | Daily Active Users | 100 | 120 | ✅ Exceeded | | Support Tickets | <10/mo | 8/mo | ✅ On Track | | NPS Score |

8 | 9 | ✅ Exceeded | ** Trend Charts: ** [Include usage trends, adoption curves]

Product Usage Analysis ** Most Used Features: ** 1. {Feature 1} - 95% adoption 2. {Feature 2} - 87% adoption 3. {Feature 3} - 72% adoption ** Underutilized Features: ** - {Feature X} - 15% adoption - Recommendation: Training session - {Feature Y} - 22% adoption - Recommendation: Workflow workshop ** Power Users: ** - {User 1}: Champion, can lead training - {User 2}: Heavy API user

Roadmap Preview ** Coming Next Quarter: ** - 🚀 {Feature 1} - Addresses your request from {date} - 🚀 {Feature 2} - Improves {workflow} - 🚀 {Integration} - Connects with {tool} ** Beta Opportunities: ** - Would you like early access to {feature}?

Strategic Discussion ** Questions for You: ** 1. What are your top priorities for next quarter? 2. Any organizational changes we should know about? 3. Where are you still experiencing friction? ** Growth Opportunities: ** - Department X could benefit from {product} - {Use case} is now possible with new features - Volume discount available at {tier}

Action Items | Item | Owner | Due Date | |

|

| | Schedule training on {feature} | CSM | {date} | | Connect with IT on integration | Customer | {date} | | Share beta access | Product | {date} | | Review expansion proposal | Customer | {date} |

Next QBR:
Expansion Playbook
Expansion Triggers
expansion_signals
:
usage_based
:
-
approaching_seat_limit
:
80% of licensed
-
feature_usage_ceiling
:
using advanced features
-
api_volume_increasing
:
growth trend
-
storage_approaching_limit
:
80%+ used
behavioral
:
-
champion_promoting
:
internal advocacy
-
new_department_interest
:
cross
-
team requests
-
executive_engagement
:
c
-
level using product
-
feature_requests
:
for_higher_tier_features
business
:
-
company_funding
:
new_round_announced
-
company_growth
:
hiring_increase
-
new_initiative
:
announced_project
-
renewal_approaching
:
90_days_out
Expansion Conversation Framework
expansion_framework
:
discover
:
questions
:
-
"What new initiatives are you planning?"
-
"Which other teams could benefit?"
-
"What's limiting you today?"
listen_for
:
-
growth_plans
-
pain_points
-
budget_cycles
align
:
approach
:
-
connect_to_their_goals
-
quantify_current_value
-
project_expanded_value
messaging
:
|
"Based on the {$X value} you've seen with
{current_use_case}, expanding to
could deliver {projected_value}."
propose
:
elements
:
-
specific_recommendation
-
pricing_options
-
implementation_timeline
-
roi_projection
close
:
tactics
:
-
executive_alignment
-
champion_support
-
pilot_option
-
renewal_bundle
Retention Strategies
Churn Risk Playbook
churn_indicators
:
high_risk
:
-
no_login_30_days
-
usage_drop_50%
-
support_complaints_increase
-
executive_sponsor_left
-
competitor_mentioned
actions_by_risk
:
critical
:
-
csm_call_within_24h
-
manager_escalation
-
executive_outreach
-
save_offer_prepared
at_risk
:
-
csm_call_within_48h
-
health_check_meeting
-
re_training_offered
-
success_plan_review
save_offers
:
by_reason
:
price
:
-
discount
:
20% for 3 months
-
annual_commitment
:
additional_discount
-
downgrade_option
:
lower_tier
not_using
:
-
training
:
free_intensive_session
-
implementation
:
professional_services
-
pause
:
1
-
3_months
competitor
:
-
competitive_discount
-
feature_commitment
-
executive_meeting
organizational
:
-
contract_flexibility
-
pause_option
-
reduced_seats
Output Example
Request: "Create a QBR presentation for a customer" Output :

QBR Presentation - Acme Corp

Q4 2025

Slide 1: Executive Summary

Health Score: 85/100 🟢 ** This Quarter's Wins: ** - 📈 User adoption: 85% → 92% - 💰 ROI delivered: $150,000 - ⭐ NPS: 8 → 9 ** Focus Areas: ** - Expand to Marketing team - Increase API usage - Prepare for renewal

|

| | Active Users | 150 | 180 | +20% | | Projects Created | 500 | 750 | +50% | | Time Saved | 200h | 350h | +75% | ** ROI Calculation: ** - Hours saved: 350h × $50/hr = $17,500/mo - Annual value: $210,000 - Investment: $60,000 - ** ROI: 3.5x **

Slide 3: Adoption Analysis ** Top Used Features: ** 1. Task Management: 95% 2. Time Tracking: 82% 3. Reporting: 75% ** Opportunity Features: ** - Automation: 25% (training scheduled) - Integrations: 30% (Slack integration available)

Slide 4: Roadmap Alignment ** Coming in Q1: ** - ✅ AI Assistant (addresses your feature request) - ✅ Salesforce Integration - ✅ Advanced Analytics ** Early Access: ** Would you like beta access to AI features?

Slide 5: Strategic Discussion 1. Marketing team interest → Expansion opportunity 2. API usage growing → Developer tier consideration 3. Renewal in 90 days → Multi-year discount available

|

customer-success

安装