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Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.\n\n## When to Use\n- Setting up a CS function from scratch\n- Designing onboarding flows for new customers\n- Building health score models\n- Preparing QBR templates and cadences\n- Creating churn intervention playbooks\n- Planning expansion and upsell motions\n\n## Workflow\n\n### 1. Assess Current State\nAsk the user:\n- Company stage (seed, Series A, growth, scale)\n- Current ARR and customer count\n- Average contract value (ACV)\n- Current CS team size (or zero)\n- Primary churn reasons if known\n\n### 2. Design Lifecycle Stages\nMap the customer journey:\n\n| Stage | Duration | Owner | Key Metric |\n|-------|----------|-------|------------|\n| Onboarding | Days 0-30 | CS Lead | Time to First Value |\n| Adoption | Days 30-90 | CSM | Feature adoption % |\n| Retention | Ongoing | CSM | Health score, NRR |\n| Expansion | Trigger-based | CSM + AE | Expansion MRR |\n| Renewal | T-90 days | CSM | Renewal rate |\n| Advocacy | Post-renewal | CS Lead | NPS, referrals |\n\n### 3. Build Health Score\nWeight these signals (0-100 composite):\n- **Product usage** (25%): DAU/MAU ratio\n- **Feature breadth** (15%): Features used vs available\n- **Support load** (15%): Ticket volume and sentiment\n- **Executive engagement** (15%): Meeting frequency\n- **Satisfaction** (10%): NPS or CSAT\n- **Growth signals** (10%): Seat/usage expansion\n- **Payment** (10%): On-time history\n\nThresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical.\n\n### 4. Create Onboarding Checklist\nWeek 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes)\nWeek 2-3: Activation (user training, configure workflows, first quick win)\nWeek 4: Handoff (retrospective, baseline metrics, ongoing cadence)\n\nTTFV target: <14 days SMB, <30 days Enterprise.\n\n### 5. QBR Template\n45-minute agenda:\n1. Results recap with ROI numbers (10 min)\n2. Usage insights and underused features (10 min)\n3. Roadmap preview — relevant items only (5 min)\n4. Their priorities and business changes (15 min)\n5. Action items with owners and dates (5 min)\n\nRule: Never present a QBR without a quantified ROI number.\n\n### 6. Churn Prevention Tiers\n- **Tier 1 (score 60-79)**: Automated nudges, CSM alerted\n- **Tier 2 (score 40-59)**: Personal outreach within 48h, 30-day recovery plan\n- **Tier 3 (score <40)**: Executive escalation within 24h, concession options ready\n\nEarly warnings: usage drop >30%, champion departure, competitor mentions, missed calls.\n\n### 7. Expansion Playbook\nSignals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.\n\n| Play | Trigger | Approach |\n|------|---------|----------|\n| Seat expansion | >85% utilization | Right-size conversation |\n| Feature upsell | Repeated workarounds | Demo the real solution |\n| New department | Champion referral | Joint intro meeting |\n| Tier upgrade | Hitting plan limits | Show per-user savings |\n| Multi-year | Healthy + renewal due | Discount for commitment |\n\nCSM expansion target: 20-30% of new ARR. NRR target: 110-120%.\n\n### 8. CSM Capacity Model\n- Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs\n- Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs\n- SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs\n- Self-serve (<$5K): Automated digital-only\n\n### 9. Output Deliverables\nGenerate for the user:\n- Customer lifecycle map\n- Health score model with weights\n- Onboarding checklist (customized to their product)\n- QBR template and prep checklist\n- Churn intervention playbook with escalation tiers\n- Expansion signal list and plays\n- CSM capacity plan\n- Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)\n\n## Key Metrics\n| Metric | Target |\n|--------|--------|\n| Net Revenue Retention | >110% |\n| Gross Revenue Retention | >90% |\n| Time to First Value | <14d SMB / <30d Enterprise |\n| Health Score Coverage | 100% |\n| QBR Completion | >85% |\n| NPS | >50 |\n\n## Resources\n- Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/\n- AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/\n- Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/\n","readmeExcerpt":"Customer Success Playbook Build and run a customer success operation for B2B SaaS. 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