gh-bandofai-puerto-plugins-sales/skills/customer-success/SKILL.md

Customer Success

Onboarding, retention, expansion, and customer lifecycle management

Customer Success Framework

Customer Lifecycle Stages

1. Onboarding (Days 0-90) - Initial setup, training, quick wins
2. Adoption (Months 3-6) - Feature expansion, workflow integration
3. Value Realization (Months 6-12) - ROI measurement, outcomes tracking
4. Expansion (Ongoing) - Upsell, cross-sell, new use cases
5. Renewal (Annual) - Contract negotiation, value demonstration

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Onboarding Best Practices

First 30 Days Checklist

• Welcome email and kickoff call
• Implementation plan creation
• Quick wins identification
• Training schedule establishment
• Success metrics definition

Implementation Playbook

Week 1: System setup and configuration
Week 2: Team training (basic features)
Week 3: Advanced training and workflows
Week 4: Go-live and initial support
Weeks 5-8: Optimization and check-ins
Weeks 9-12: First value realization milestone

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Health Score Model

Engagement Metrics (40%)

• Login frequency
• Feature usage depth
• Active users / Total users
• Session duration
• Support ticket volume

Product Metrics (30%)

• Feature adoption rate
• Workflow completion
• Data quality
• Integration usage

Relationship Metrics (20%)

• Executive sponsor engagement
• QBR attendance
• NPS / CSAT scores

Business Metrics (10%)

• ROI achievement
• Renewal likelihood
• Expansion potential

Health Score Calculation

Green (80-100): Thriving, expansion ready
Yellow (60-79): At risk, needs attention
Red (0-59): High churn risk, intervention needed

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Retention Strategies

Proactive Outreach

• Weekly check-ins (first 90 days)
• Monthly business reviews
• Quarterly executive reviews
• Annual strategic planning

Value Delivery

• Regular ROI reports
• Success metrics dashboards
• Best practice sharing
• Industry benchmarking

Risk Mitigation

• Early warning system
• Churn prediction model
• Intervention playbooks
• Win-back campaigns

Renewal Process Timeline

• 90 days before: Initial conversation
• 60 days before: Proposal preparation
• 30 days before: Contract presentation
• Renewal date: Execution and celebration

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Expansion Playbook

Upsell Triggers

 Health score > 80  High feature adoption  Executive engagement  Positive NPS score  Budget season timing

Expansion Types

1. Seat expansion - Add more users
2. Feature upgrade - Higher tier
3. Add-on modules - New capabilities
4. Professional services - Implementation help
5. Training programs - Certification

Conversation Framework

1. Review current success
2. Identify growth opportunities
3. Present relevant solutions
4. Quantify incremental value
5. Propose and close

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Customer Segmentation

Enterprise (High-Touch)

• Dedicated CSM
• Custom success plan
• Quarterly QBRs
• Executive sponsor program

Mid-Market (Medium-Touch)

• Shared CSM (10-15 accounts)
• Standardized playbooks
• Semi-annual reviews
• Group training

SMB (Low-Touch/Tech-Touch)

• Automated onboarding
• Self-service resources
• Webinars and group training
• Email campaigns

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Key Metrics

Leading Indicators

• Onboarding completion rate
• Time to value
• User activation rate
• Feature adoption
• Health score trends

Lagging Indicators

• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Customer Lifetime Value (LTV)
• Churn rate
• Expansion rate

Target Benchmarks (SaaS)

• NRR: 110-120%
• GRR: 90-95%
• Onboarding completion: 90%+
• NPS: 50+
• Annual churn: <5%

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QBR (Quarterly Business Review) Structure

Agenda (60 minutes)

1. Executive Summary (5 min) - Key achievements and metrics
2. Business Objectives Review (10 min) - Progress on goals
3. Product Usage Analysis (15 min) - Adoption and trends
4. Success Stories (10 min) - Wins and ROI examples
5. Roadmap and Next Steps (10 min) - Future plans
6. Q&A (10 min) - Open discussion

QBR Preparation Checklist

• Review account health score
• Analyze product usage data
• Gather success metrics and ROI
• Identify upsell opportunities
• Prepare custom deck
• Send pre-read materials

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Tools & Technology

CS Platforms

• Gainsight - Enterprise CS platform
• ChurnZero - Real-time CS
• Totango - Customer success
• Planhat - Revenue-focused CS

Communication

• Intercom - In-app messaging
• Zendesk - Support ticketing
• Slack Connect - Collaboration
• Email automation

Analytics

• Amplitude - Product analytics
• Mixpanel - User behavior
• Heap - Auto-capture analytics

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Best Practices

Communication Cadence

• Daily: Monitor health scores
• Weekly: Review at-risk accounts
• Monthly: Account reviews with CSM team
• Quarterly: QBRs with customers
• Annually: Strategic planning and renewal

Escalation Process

1. Yellow health: CSM intervention (action plan)
2. Red health: Manager escalation (save plan)
3. Churn risk: Executive involvement
4. Contract at risk: Save team activation

Success Playbooks

• New customer onboarding (0-90 days)
• Low engagement recovery (yellow/red health)
• Expansion opportunity (green health, growth signals)
• Renewal preparation (90 days out)
• Churn prevention (at-risk accounts)

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Customer Advocacy Program

Identification Criteria

• NPS score 9-10 (Promoters)
• Active product champions
• Measurable ROI achieved
• Willing to share story

Advocacy Activities

• Case study participation
• Reference calls
• Speaking opportunities
• User conference presentations
• Product feedback and beta testing

Recognition & Rewards

• Featured success stories
• VIP event access
• Product roadmap influence
• Referral bonuses
• Advisory board invitation