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Zhongwei Li
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skills/customer-success/SKILL.md
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skills/customer-success/SKILL.md
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# Customer Success
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**Onboarding, retention, expansion, and customer lifecycle management**
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## Customer Success Framework
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### Customer Lifecycle Stages
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1. **Onboarding** (Days 0-90) - Initial setup, training, quick wins
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2. **Adoption** (Months 3-6) - Feature expansion, workflow integration
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3. **Value Realization** (Months 6-12) - ROI measurement, outcomes tracking
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4. **Expansion** (Ongoing) - Upsell, cross-sell, new use cases
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5. **Renewal** (Annual) - Contract negotiation, value demonstration
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---
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## Onboarding Best Practices
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### First 30 Days Checklist
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- [ ] Welcome email and kickoff call
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- [ ] Implementation plan creation
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- [ ] Quick wins identification
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- [ ] Training schedule establishment
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- [ ] Success metrics definition
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### Implementation Playbook
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```
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Week 1: System setup and configuration
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Week 2: Team training (basic features)
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Week 3: Advanced training and workflows
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Week 4: Go-live and initial support
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Weeks 5-8: Optimization and check-ins
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Weeks 9-12: First value realization milestone
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```
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---
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## Health Score Model
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### Engagement Metrics (40%)
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- Login frequency
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- Feature usage depth
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- Active users / Total users
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- Session duration
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- Support ticket volume
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### Product Metrics (30%)
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- Feature adoption rate
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- Workflow completion
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- Data quality
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- Integration usage
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### Relationship Metrics (20%)
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- Executive sponsor engagement
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- QBR attendance
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- NPS / CSAT scores
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### Business Metrics (10%)
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- ROI achievement
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- Renewal likelihood
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- Expansion potential
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### Health Score Calculation
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```
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Green (80-100): Thriving, expansion ready
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Yellow (60-79): At risk, needs attention
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Red (0-59): High churn risk, intervention needed
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```
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---
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## Retention Strategies
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### Proactive Outreach
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- Weekly check-ins (first 90 days)
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- Monthly business reviews
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- Quarterly executive reviews
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- Annual strategic planning
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### Value Delivery
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- Regular ROI reports
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- Success metrics dashboards
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- Best practice sharing
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- Industry benchmarking
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### Risk Mitigation
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- Early warning system
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- Churn prediction model
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- Intervention playbooks
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- Win-back campaigns
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### Renewal Process Timeline
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- **90 days before**: Initial conversation
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- **60 days before**: Proposal preparation
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- **30 days before**: Contract presentation
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- **Renewal date**: Execution and celebration
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---
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## Expansion Playbook
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### Upsell Triggers
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Health score > 80
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High feature adoption
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Executive engagement
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Positive NPS score
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Budget season timing
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### Expansion Types
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1. **Seat expansion** - Add more users
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2. **Feature upgrade** - Higher tier
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3. **Add-on modules** - New capabilities
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4. **Professional services** - Implementation help
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5. **Training programs** - Certification
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### Conversation Framework
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1. Review current success
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2. Identify growth opportunities
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3. Present relevant solutions
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4. Quantify incremental value
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5. Propose and close
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---
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## Customer Segmentation
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### Enterprise (High-Touch)
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- Dedicated CSM
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- Custom success plan
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- Quarterly QBRs
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- Executive sponsor program
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### Mid-Market (Medium-Touch)
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- Shared CSM (10-15 accounts)
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- Standardized playbooks
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- Semi-annual reviews
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- Group training
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### SMB (Low-Touch/Tech-Touch)
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- Automated onboarding
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- Self-service resources
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- Webinars and group training
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- Email campaigns
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---
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## Key Metrics
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### Leading Indicators
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- Onboarding completion rate
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- Time to value
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- User activation rate
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- Feature adoption
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- Health score trends
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### Lagging Indicators
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- Net Revenue Retention (NRR)
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- Gross Revenue Retention (GRR)
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- Customer Lifetime Value (LTV)
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- Churn rate
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- Expansion rate
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### Target Benchmarks (SaaS)
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- NRR: 110-120%
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- GRR: 90-95%
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- Onboarding completion: 90%+
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- NPS: 50+
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- Annual churn: <5%
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---
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## QBR (Quarterly Business Review) Structure
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### Agenda (60 minutes)
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1. **Executive Summary** (5 min) - Key achievements and metrics
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2. **Business Objectives Review** (10 min) - Progress on goals
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3. **Product Usage Analysis** (15 min) - Adoption and trends
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4. **Success Stories** (10 min) - Wins and ROI examples
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5. **Roadmap and Next Steps** (10 min) - Future plans
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6. **Q&A** (10 min) - Open discussion
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### QBR Preparation Checklist
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- [ ] Review account health score
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- [ ] Analyze product usage data
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- [ ] Gather success metrics and ROI
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- [ ] Identify upsell opportunities
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- [ ] Prepare custom deck
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- [ ] Send pre-read materials
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---
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## Tools & Technology
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### CS Platforms
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- **Gainsight** - Enterprise CS platform
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- **ChurnZero** - Real-time CS
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- **Totango** - Customer success
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- **Planhat** - Revenue-focused CS
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### Communication
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- Intercom - In-app messaging
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- Zendesk - Support ticketing
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- Slack Connect - Collaboration
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- Email automation
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### Analytics
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- Amplitude - Product analytics
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- Mixpanel - User behavior
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- Heap - Auto-capture analytics
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---
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## Best Practices
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### Communication Cadence
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- **Daily**: Monitor health scores
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- **Weekly**: Review at-risk accounts
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- **Monthly**: Account reviews with CSM team
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- **Quarterly**: QBRs with customers
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- **Annually**: Strategic planning and renewal
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### Escalation Process
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1. **Yellow health**: CSM intervention (action plan)
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2. **Red health**: Manager escalation (save plan)
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3. **Churn risk**: Executive involvement
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4. **Contract at risk**: Save team activation
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### Success Playbooks
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- **New customer onboarding** (0-90 days)
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- **Low engagement recovery** (yellow/red health)
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- **Expansion opportunity** (green health, growth signals)
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- **Renewal preparation** (90 days out)
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- **Churn prevention** (at-risk accounts)
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---
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## Customer Advocacy Program
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### Identification Criteria
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- NPS score 9-10 (Promoters)
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- Active product champions
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- Measurable ROI achieved
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- Willing to share story
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### Advocacy Activities
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- Case study participation
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- Reference calls
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- Speaking opportunities
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- User conference presentations
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- Product feedback and beta testing
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### Recognition & Rewards
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- Featured success stories
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- VIP event access
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- Product roadmap influence
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- Referral bonuses
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- Advisory board invitation
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