Customer Success

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: 80%
          good: 60-80%
          at_risk: 40-60%
          critical: 8 | 9 | ✅ Exceeded |

**Trend Charts:**
[Include usage trends, adoption curves]

---

### 3. 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

---

### 4. 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}?

---

### 5. 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}

---

### 6. 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: {Date}

---

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 {new_use_case} 
      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

---

## Slide 2: Success Metrics

| Metric | Q3 | Q4 | Change |
|--------|----|----|--------|
| 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

---

## Slide 6: Action Items

| Action | Owner | Date |
|--------|-------|------|
| Marketing demo | Acme | Jan 15 |
| API tier proposal | CSM | Jan 20 |
| Renewal discussion | Both | Feb 1 |

**Next QBR: April 2026**

---

Customer Success Skill - Part of Claude Office Skills

Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

• Author: claude-office-skills
• Source: claude-office-skills/skills
• License: MIT

Install and usage instructions live in the source repository linked above.