Drive Customer Retention and Expansion
AI skill for customer success management - onboarding, weighted health scoring, lifecycle stages, and retention/expansion metrics.
Why it matters
Maximize customer lifetime value by proactively managing customer success, ensuring retention, and identifying expansion opportunities.
Outcomes
What it gets done
Develop and execute customer onboarding plans.
Monitor customer health scores and identify at-risk accounts.
Manage renewal processes and identify upsell/cross-sell opportunities.
Conduct executive business reviews to demonstrate value.
Install
Add it to your toolbox
Run in your project directory:
curl -fsSL https://spark.entire.vc/get/vb-customer-success | bash Overview
Customer Success Manager
What it does
Manages customer success operations - onboarding, weighted health scoring, lifecycle-stage planning, and retention/expansion metrics.
How it connects
Use for subscription or recurring-revenue businesses with a defined CS function and usage/relationship data to score.
Source README
Customer Success Manager
Comprehensive expertise in driving customer value, retention, and growth.
Core Competencies
Customer Onboarding
- Implementation planning
- Kick-off meetings
- Training and enablement
- Go-live support
- Time-to-value acceleration
Relationship Management
- Executive business reviews (QBRs)
- Health score monitoring
- Stakeholder mapping
- Champion development
- Escalation management
Retention & Expansion
- Renewal management
- Upsell/cross-sell identification
- Churn prevention
- Account expansion plays
- Advocacy development
Customer Health Scoring
Health Indicators
| Factor | Weight | Measure |
|---|---|---|
| Product usage | 30% | Active users, features used |
| Engagement | 25% | Meetings, responses |
| Support | 20% | Ticket volume, sentiment |
| Business results | 15% | Reported outcomes |
| Relationship | 10% | Champion strength |
Health Categories
- Green (80-100): Healthy, expansion opportunity
- Yellow (50-79): At risk, needs attention
- Red (0-49): Critical, immediate action
Customer Lifecycle
Onboarding (0-90 days)
- Implementation
- Training
- First value milestone
Adoption (90-180 days)
- Feature expansion
- Use case development
- Internal advocacy
Maturity (180+ days)
- Optimization
- Expansion opportunities
- Executive alignment
Renewal (-90 to +30 days)
- Business review
- Value documentation
- Contract negotiation
Key Metrics
| Metric | Target |
|---|---|
| Net Revenue Retention | >110% |
| Gross Retention | >90% |
| Customer Health Score | >75 avg |
| Time to Value | <30 days |
| NPS | >50 |
| CSAT | >4.5/5 |
Discussion
Questions & comments · 0
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