frank-luongt/plugins/faos-cro/skills/customer-success-playbook

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name: customer-success-playbook description: Design onboarding sequences, build customer health scores, analyze churn risk, and plan account expansion. Use when creating CS playbooks, building health scoring models, diagnosing at-risk accounts, or designing renewal strategies. tags: [customer-success, churn, onboarding, retention]

Customer Success Playbook

Comprehensive framework for customer lifecycle management — from onboarding through expansion and renewal. Build health scores, predict churn, design intervention playbooks, and maximize net revenue retention.

Use this skill when

• Designing customer onboarding sequences (30/60/90-day plans)
• Building or refining a customer health scoring model
• Diagnosing at-risk accounts and designing intervention playbooks
• Planning account expansion (upsell/cross-sell motions)
• Structuring Quarterly Business Reviews (QBRs)
• Analyzing churn patterns and leading indicators
• Designing renewal processes

Do not use this skill when

• Handling individual support tickets (use customer-service-ticket-resolution)
• Building support knowledge base articles (use customer-service-knowledge-base)
• Analyzing support metrics only (use customer-service-support-metrics)
• Designing the product itself based on user research (use product skills)

Instructions

1. Define lifecycle stages for your customer base.
2. Build the health score model using the composite scoring framework.
3. Design onboarding playbook with time-to-first-value (TTFV) milestones.
4. Set up churn early warning system with trigger-based interventions.
5. Create expansion playbook with signal identification and motion templates.
6. Structure QBR cadence using the QBR template.

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Customer Lifecycle Stages

| Stage | Duration | Key Objective | Primary Metric | |-------|----------|--------------|----------------| | Onboarding | Day 0-30 | Achieve first value milestone | Time-to-First-Value (TTFV) | | Adoption | Day 30-90 | Embed into daily workflow | DAU/WAU ratio, feature breadth | | Value Realization | Day 90-180 | Prove ROI to stakeholders | ROI documented, NPS score | | Expansion | Day 180+ | Grow usage and spend | Expansion revenue, seat growth | | Renewal | 90 days before renewal | Secure renewal commitment | Renewal rate, multi-year conversion | | At-Risk | Any time | Prevent churn | Health score recovery, save rate | | Churned | Post-cancellation | Learn and potentially win back | Churn reason analysis, win-back rate |

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Customer Health Score Model

Composite score from 6 dimensions, weighted by predictive power:

| Dimension | Weight | Inputs | Score (0-10) | Weighted | |-----------|--------|--------|-------------|----------| | Product Usage | 25% | DAU/WAU ratio, session duration, core feature adoption | | | | Feature Adoption | 20% | % of purchased features actively used, depth of integration | | | | Support Health | 15% | Ticket volume trend, CSAT on tickets, escalation frequency | | | | Engagement | 15% | Executive sponsor activity, QBR attendance, community participation | | | | Billing Health | 15% | Payment on time, no disputes, contract value trend | | | | Sentiment | 10% | NPS/CSAT score, qualitative feedback, renewal intent signals | | | | Total | 100% | | | /100 |

Health Bands: | Band | Score | Action | Cadence | |------|-------|--------|---------| | Healthy | 75-100 | Expansion focus | Monthly check-in | | Neutral | 50-74 | Monitor closely | Bi-weekly check-in | | At-Risk | 25-49 | Intervention playbook | Weekly check-in | | Critical | 0-24 | Executive escalation | Daily engagement |

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Onboarding Playbook (30/60/90)

Day 0-7: Kickoff & Setup

• [ ] Welcome email with named CSM introduction
• [ ] Kickoff call: confirm goals, success criteria, stakeholders
• [ ] Technical setup: SSO, integrations, data migration
• [ ] Admin training session
• [ ] Define Time-to-First-Value (TTFV) milestone

Day 7-30: First Value

• [ ] User training (role-based, not feature-based)
• [ ] TTFV milestone achieved — user completes core workflow
• [ ] Adoption check: >50% of licensed users active
• [ ] Feedback survey: onboarding experience (1-5 scale)
• [ ] Escalate blockers to product/engineering if TTFV not met

Day 30-60: Habit Formation

• [ ] Usage review: identify power users and laggards
• [ ] Second training wave for advanced features
• [ ] Introduce community/self-serve resources
• [ ] Champion identification — who is advocating internally?
• [ ] Check: DAU/WAU ratio >30%

Day 60-90: Value Confirmation

• [ ] First QBR or business review
• [ ] ROI documentation: quantified value delivered
• [ ] Executive sponsor briefing with ROI data
• [ ] Transition from onboarding to steady-state CS
• [ ] NPS survey
• [ ] Onboarding complete: health score baselined

TTFV Targets by Segment: | Segment | TTFV Target | Definition of "First Value" | |---------|-------------|----------------------------| | Self-Serve / SMB | <24 hours | User completes core action | | Mid-Market | <14 days | Team workflow operational | | Enterprise | <30 days | Department-level adoption |

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Churn Risk Framework

Leading Indicators (Early Warning Signals)

| Signal | Severity | Detection Method | |--------|----------|-----------------| | Login frequency drops >30% WoW | High | Product analytics | | Executive sponsor leaves company | Critical | LinkedIn monitoring, CRM update | | Support ticket volume spikes 3x | High | Support system alerts | | NPS score drops below 6 | Medium | Survey results | | Payment failure / dispute | High | Billing system alerts | | Feature adoption plateaus at <30% | Medium | Usage analytics | | No engagement with CSM for 30+ days | Medium | CRM activity tracking | | Competitor evaluation signals | Critical | Sales intel, community mentions |

Intervention Playbooks

Yellow (Score 25-49):

1. CSM schedules immediate check-in call
2. Usage analysis — identify specific drop-off points
3. Offer re-training or implementation support
4. Create 30-day recovery plan with milestones
5. Escalate to CS Manager if no improvement in 2 weeks

Red (Score 0-24):

1. CS Manager or VP CS takes over account
2. Executive-to-executive outreach within 48 hours
3. Offer concessions if appropriate (contract flexibility, free services)
4. Create weekly recovery cadence
5. If save fails, conduct structured exit interview for churn analysis

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Expansion Planning

Expansion Signals

| Signal | Motion | Timing | |--------|--------|--------| | Usage hitting >80% of limits | Upsell (higher tier) | When 70% capacity reached | | Team requesting adjacent features | Cross-sell (add-on module) | During QBR or feature request | | New department asking for access | Land & expand (new business unit) | When internal referral surfaces | | Multi-year renewal discussion | Upsell (commitment discount) | 90 days before renewal | | Champion promoted to exec role | Strategic expand | Within 30 days of role change |

QBR Structure

## Quarterly Business Review — [Customer] — Q[X] [Year]

### 1. Value Delivered (15 min)
- Key metrics achieved vs. goals
- ROI quantification
- Success stories / wins

### 2. Product Roadmap Alignment (10 min)
- Upcoming features relevant to customer
- Customer feedback incorporated into roadmap

### 3. Usage & Adoption Review (10 min)
- Health score trend
- Adoption metrics by team/department
- Areas for improvement

### 4. Strategic Planning (15 min)
- Customer's upcoming priorities
- How we can support their goals
- Expansion opportunities

### 5. Action Items (10 min)
- Owner + deadline for each item
- Next QBR date

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Output Template: At-Risk Account Brief

# At-Risk Account Brief — [Customer Name]

**Health Score:** [X]/100 (Band: [Critical/At-Risk])
**ARR:** $[X] | **Contract Renewal:** [Date]
**CSM:** [Name] | **Escalation Owner:** [Name]

## Risk Summary
- **Primary risk factor:** [description]
- **Duration of decline:** [X weeks/months]
- **Churn probability:** [High/Medium] based on [data points]

## Timeline of Decline
| Date | Event | Health Impact |
|------|-------|--------------|
| | | |

## Intervention Plan
| Action | Owner | Deadline | Status |
|--------|-------|----------|--------|
| | | | |

## Save / Loss Outcome
- **Outcome:** [Saved / Churned / Downgraded]
- **Root cause:** [...]
- **Lesson learned:** [...]

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Common Mistakes

• Reactive CS — only engaging when churn signals appear instead of proactive lifecycle management
• Vanity health scores — scores that feel good but don't actually predict churn (validate with historical data)
• Ignoring TTFV — if customers don't get value in the first 30 days, they rarely recover
• One-size-fits-all onboarding — SMB, mid-market, and enterprise need fundamentally different approaches
• CSM as support escalation — CS should be strategic, not a secondary support channel
• No executive sponsor relationship — if your champion leaves and you have no exec relationship, the account is at risk

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Additional Resources

• Related skills: revenue-operations (NRR alignment), analytics-tracking (instrumentation for health scoring)
• Gainsight — CS operations best practices
• Lincoln Murphy — customer success methodology

<!-- Source: .faos/custom/skills/business/customer-success-playbook/SKILL.md -->