Afrexai Customer Success

# Customer Success Playbook

Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.

## When to Use
- Setting up a CS function from scratch
- Designing onboarding flows for new customers
- Building health score models
- Preparing QBR templates and cadences
- Creating churn intervention playbooks
- Planning expansion and upsell motions

## Workflow

### 1. Assess Current State
Ask the user:
- Company stage (seed, Series A, growth, scale)
- Current ARR and customer count
- Average contract value (ACV)
- Current CS team size (or zero)
- Primary churn reasons if known

### 2. Design Lifecycle Stages
Map the customer journey:

| Stage | Duration | Owner | Key Metric |
|-------|----------|-------|------------|
| Onboarding | Days 0-30 | CS Lead | Time to First Value |
| Adoption | Days 30-90 | CSM | Feature adoption % |
| Retention | Ongoing | CSM | Health score, NRR |
| Expansion | Trigger-based | CSM + AE | Expansion MRR |
| Renewal | T-90 days | CSM | Renewal rate |
| Advocacy | Post-renewal | CS Lead | NPS, referrals |

### 3. Build Health Score
Weight these signals (0-100 composite):
- **Product usage** (25%): DAU/MAU ratio
- **Feature breadth** (15%): Features used vs available
- **Support load** (15%): Ticket volume and sentiment
- **Executive engagement** (15%): Meeting frequency
- **Satisfaction** (10%): NPS or CSAT
- **Growth signals** (10%): Seat/usage expansion
- **Payment** (10%): On-time history

Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical.

### 4. Create Onboarding Checklist
Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes)
Week 2-3: Activation (user training, configure workflows, first quick win)
Week 4: Handoff (retrospective, baseline metrics, ongoing cadence)

TTFV target: <14 days SMB, <30 days Enterprise.

### 5. QBR Template
45-minute agenda:
1. Results recap with ROI numbers (10 min)
2. Usa...

# Customer Success Playbook

Complete framework for building and scaling a B2B SaaS customer success operation.

Covers onboarding, health scoring, QBRs, churn prevention, expansion revenue, and CSM capacity planning.

## What's Inside
- Customer lifecycle stage design
- Health score model (7 weighted signals)
- Onboarding checklist with TTFV benchmarks
- QBR template and prep checklist
- 3-tier churn intervention playbook
- Expansion signal detection and plays
- CSM capacity model by segment
- Metrics dashboard specification

## Who It's For
- SaaS founders building their first CS function
- CS leaders redesigning their playbook
- Revenue ops teams optimizing NRR
- Anyone targeting net revenue retention above 110%

## Install
```
clawhub install afrexai-customer-success
```

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Built by [AfrexAI](https://afrexai-cto.github.io/context-packs/).