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

1. Onboarding (0-90 days)

   • Implementation
   • Training
   • First value milestone

2. Adoption (90-180 days)

   • Feature expansion
   • Use case development
   • Internal advocacy

3. Maturity (180+ days)

   • Optimization
   • Expansion opportunities
   • Executive alignment

4. 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