Frameworks & playbooks I’ve developed to drive success

1️⃣ Customer Health Scoring Framework

📌 Objective: Identify at-risk customers early, enabling proactive engagement and churn prevention.

How It Works:

1. Established Key Health Metrics:
   • Product Usage: Frequency and depth of usage.
   • Support Engagement: Number of support tickets and sentiment analysis.
   • Renewal Readiness: Length of time before renewal and interaction trends.
   • Adoption Milestones: Number of key features adopted within a timeframe.
2. Developed a Health Score Calculation Formula:
   • Assigned weights to different factors (e.g., product usage = 40%, NPS = 20%).
   • Created tiers (Green = Healthy, Yellow = At Risk, Red = Churn Risk).
3. Automated Health Alerts & Action Plans:
   • Green: Check-in QBRs & expansion discussions.
   • Yellow: Proactive engagement via tailored resources.
   • Red: Escalation to a dedicated churn prevention team.

2️⃣ Onboarding Playbook

📌 Objective: Reduce onboarding time and increase adoption rates within the first 90 days.

Key Elements:

1. Segmented Onboarding Tracks:
   • Enterprise Clients: Dedicated CSM-led onboarding.
   • SMBs: Scalable, self-guided onboarding with automation.
2. Standardized 30-60-90 Day Engagement Plan:
   • First 30 Days: Product training & quick wins.
   • 60 Days: Deep integration & feature adoption.
   • 90 Days: Measured success metrics & transition to growth phase.
3. Automated Follow-Ups & In-App Tutorials:
   • Used Zapier & Intercom to create in-app walkthroughs.
   • Set up email sequences to remind customers about key milestones.

3️⃣ Customer Expansion & Upsell Playbook

📌 Objective: Create a structured process for identifying upsell opportunities within existing accounts.

Key Steps:

1. Customer Maturity Model:
   • Created a maturity roadmap, categorizing customers as Basic, Growth, or Advanced users.
   • Identified feature gaps and potential expansion paths.
2. Trigger-Based Expansion Approach:
   • Customers hitting certain usage milestones (e.g., 80% feature adoption) received upsell offers.
   • Targeted personalized recommendations based on industry & use case.
3. Collaboration with Sales & Account Teams:
   • Joint CS-Sales meetings to discuss expansion-ready accounts.
   • Created “warm handoff” scripts for seamless transitions.

4️⃣ Customer Renewal & Churn Mitigation Framework

📌 Objective: Ensure proactive renewal discussions and reduce last-minute churn surprises.

Key Components:

1. 120-Day Renewal Process:
   • 120 Days Out: Sent customer health report & engagement summary.
   • 90 Days Out: Conducted value check-ins & renewal prep calls.
   • 60 Days Out: Addressed concerns & finalized renewal plan.
   • 30 Days Out: Negotiation & contract confirmation.
2. Customer Advocacy Strategy:
   • Identified loyal customers as brand advocates.
   • Used exclusive offers & incentives for long-term contracts.

5️⃣ CS-Sales Alignment Framework

📌 Objective: Improve collaboration between Customer Success & Sales to drive stronger renewals and upsells.

Key Actions:

1. Standardized Sales → CS Handoff Process:
   • Created a handoff template in CRM to ensure a smooth transition.
   • Established a “30-day expectation alignment” meeting post-sale.
2. Mutual Success KPIs:
   • Sales & CS teams shared joint revenue retention targets.
   • Aligned on expansion goals for each account.
3. CS → Sales Feedback Loop:
   • CS teams flagged expansion-ready customers based on engagement trends.
   • Sales teams received quarterly reports on customer insights.