afrexai-customer-successComplete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan...
Install via ClawdBot CLI:
clawdbot install 1kalin/afrexai-customer-successComplete system for preventing churn, driving expansion, and turning customers into advocates. Covers the full lifecycle from onboarding through renewal and growth.
Build a composite score from leading indicators. Weight by your business model.
Score Components:
| Dimension | Weight | Signals | Scoring |
|-----------|--------|---------|---------|
| Product Usage | 30% | DAU/MAU ratio, feature breadth, core action frequency | <20% DAU/MAU = 0-3, 20-40% = 4-6, >40% = 7-10 |
| Engagement | 20% | Login trend (up/flat/down), support tickets, community activity | Declining = 0-3, Flat = 4-6, Growing = 7-10 |
| Relationship | 15% | Champion identified, exec sponsor, multi-threaded | No champion = 0-3, Champion only = 4-6, Multi-thread = 7-10 |
| Outcomes | 20% | Stated goals tracked, ROI documented, success milestones hit | 0 goals met = 0-3, Some = 4-6, All = 7-10 |
| Financial | 15% | Payment history, contract value trend, expansion signals | Late payments = 0-3, On-time = 4-6, Expanding = 7-10 |
Health Tiers:
| Score | Tier | Color | Action |
|-------|------|-------|--------|
| 80-100 | Thriving | š¢ Green | Expansion plays, advocacy asks |
| 60-79 | Healthy | š” Yellow | Monitor, nurture, prepare upsell |
| 40-59 | At-Risk | š Orange | Intervention plan within 48 hours |
| 0-39 | Critical | š“ Red | Executive escalation, save plan within 24 hours |
customer_health:
account: "[Company Name]"
arr: 0
tier: "enterprise|mid-market|smb"
csm: "[CSM Name]"
renewal_date: "YYYY-MM-DD"
scores:
product_usage:
score: 0 # 0-10
dau_mau_ratio: 0.0
core_actions_weekly: 0
features_adopted: 0 # out of total available
trend: "up|flat|down"
engagement:
score: 0
login_trend: "up|flat|down"
support_tickets_30d: 0
last_proactive_contact: "YYYY-MM-DD"
community_active: false
relationship:
score: 0
champion: "[Name, Title]"
exec_sponsor: "[Name, Title]"
contacts_count: 0
last_exec_touch: "YYYY-MM-DD"
outcomes:
score: 0
goals_defined: 0
goals_achieved: 0
roi_documented: false
last_success_milestone: ""
financial:
score: 0
payment_status: "current|late|delinquent"
expansion_signals: []
contraction_risk: false
composite_score: 0 # Weighted calculation
tier: "thriving|healthy|at-risk|critical"
last_updated: "YYYY-MM-DD"The first 90 days determine whether a customer stays for years or churns at renewal.
Goal: Get every customer to their "aha moment" as fast as possible.
Step 1 ā Define the Aha Moment by Segment:
| Segment | Aha Moment | Target TTFV |
|---------|-----------|-------------|
| Enterprise | First workflow automated + team adopted | 30 days |
| Mid-Market | Core use case live + 3 users active | 14 days |
| SMB | First value-generating action completed | 24 hours |
| Self-serve | Core action completed | 10 minutes |
Step 2 ā Onboarding Milestones:
Week 1: Technical Setup
ā” Account provisioned and configured
ā” Integration(s) connected
ā” Admin trained on core settings
ā” Success plan created (goals, timeline, stakeholders)
ā” Kickoff call completed ā attendees: champion + exec sponsor
Week 2-3: Core Adoption
ā” Primary use case configured
ā” First 5 users activated
ā” Core workflow running
ā” Quick win documented and shared with sponsor
Week 4-6: Expansion Adoption
ā” Second use case identified and configured
ā” 80% of licensed users active
ā” Self-service resources shared (docs, videos, community)
ā” 30-day check-in: review progress vs success plan
Week 7-12: Optimization
ā” Advanced features introduced
ā” Workflow optimization session
ā” ROI calculation (first draft)
ā” 90-day review: success plan scorecard, next quarter goalsFlag immediately if any of these appear during onboarding:
| Signal | Severity | Response |
|--------|----------|----------|
| Champion leaves company | š“ Critical | Find new champion within 48h, re-establish exec relationship |
| No login after Day 3 | š High | Personal outreach (call, not email) |
| Integration fails | š High | Escalate to engineering, provide workaround |
| Kickoff delayed >1 week | š” Medium | Escalate internally, offer flexible scheduling |
| <50% user activation by Day 30 | š” Medium | User adoption campaign (training, incentives) |
| No exec sponsor identified | š” Medium | Ask champion to intro their manager |
success_plan:
account: "[Company Name]"
created: "YYYY-MM-DD"
owner: "[CSM Name]"
stakeholders:
champion: { name: "", title: "", email: "" }
exec_sponsor: { name: "", title: "", email: "" }
technical_lead: { name: "", title: "", email: "" }
business_objectives:
- objective: "[What they want to achieve]"
metric: "[How we'll measure it]"
baseline: "[Current state]"
target: "[Goal state]"
timeline: "[By when]"
use_cases:
- name: "[Use case]"
status: "not-started|in-progress|live|optimizing"
go_live_date: "YYYY-MM-DD"
milestones:
- name: "Technical Setup Complete"
target_date: "YYYY-MM-DD"
status: "pending|complete|at-risk"
- name: "First Value Delivered"
target_date: ""
status: ""
- name: "Full Adoption"
target_date: ""
status: ""
risks:
- risk: ""
mitigation: ""
owner: ""
next_review: "YYYY-MM-DD"| Tier | Sync Meetings | Async Check-ins | QBRs | Executive Touch |
|------|--------------|-----------------|------|-----------------|
| Enterprise ($100K+) | Bi-weekly | Weekly | Quarterly | Quarterly |
| Mid-Market ($25-100K) | Monthly | Bi-weekly | Semi-annual | Semi-annual |
| SMB ($5-25K) | Quarterly | Monthly | Annual | None |
| Self-Serve (<$5K) | None (reactive) | Automated | None | None |
š¢ Thriving (80-100):
š” Healthy (60-79):
š At-Risk (40-59):
š“ Critical (0-39):
Adoption Nudge Sequence (triggered when feature adoption < 50%):
Day 0: "You're missing out on [Feature] ā here's what teams like yours do with it"
Day 3: "[Customer Name] saved 10 hours/week using [Feature] ā quick setup guide"
Day 7: "Want a 15-min walkthrough of [Feature]? Here's my calendar link"
Day 14: [If no action] Flag for CSM personal outreachRenewal Prep Sequence (starts 90 days before renewal):
Day -90: Internal ā CSM reviews health score, usage data, open issues
Day -75: Success recap email ā "Here's what you've achieved this year"
Day -60: ROI presentation ā document value delivered
Day -45: Renewal discussion ā terms, expansion, multi-year options
Day -30: Contract sent ā if not signed, escalate
Day -14: Final follow-up ā executive involvement if needed
Day -7: If unsigned ā red alert, daily follow-upLeading Indicators (detect 60-90 days before churn):
| Indicator | Detection Method | Lead Time |
|-----------|-----------------|-----------|
| Usage decline >30% MoM | Automated monitoring | 90 days |
| Champion job change | LinkedIn monitoring, email bounce | 60-90 days |
| Support ticket spike then silence | Ticket trend analysis | 60 days |
| Billing page visits (no upgrade) | Product analytics | 45 days |
| Competitor evaluation | Web traffic, sales intel | 30-60 days |
| Data export requests | Product analytics | 30 days |
| Contract non-renewal signals | Procurement delays, legal questions | 30-45 days |
| Team member removals | License/seat changes | 30 days |
Classify every churn for pattern analysis:
| Category | Sub-Reasons | Preventable? |
|----------|-------------|-------------|
| Product | Missing feature, poor UX, bugs, performance | ā Partially |
| Value | ROI not realized, wrong use case, over-sold | ā Yes |
| Relationship | Champion left, poor CS experience, trust broken | ā Yes |
| Financial | Budget cuts, M&A, bankruptcy, price too high | ā ļø Sometimes |
| Competition | Switched to competitor, built in-house | ā Partially |
| Strategic | Business pivot, division shut down, deprioritized | ā Rarely |
Product gap:
Value not realized:
Champion left:
Price objection:
Competitor threat:
Target NRR by segment:
| Segment | Good | Great | World-Class |
|---------|------|-------|-------------|
| Enterprise SaaS | 110% | 120% | 130%+ |
| Mid-Market SaaS | 105% | 110% | 120%+ |
| SMB SaaS | 95% | 100% | 110%+ |
NRR Formula: (Start MRR + Expansion - Contraction - Churn) / Start MRR Ć 100
Watch for these buying signals:
| Signal | Strength | Play |
|--------|----------|------|
| Hitting usage limits | š„ Hot | Proactive upgrade conversation |
| New team/department asking about product | š„ Hot | Land-and-expand intro meeting |
| Requesting features on higher tier | š„ Hot | Demo premium tier capabilities |
| Company funding round or growth announcement | š” Warm | Congratulate + "as you scale, here's how we help" |
| Champion promoted | š” Warm | Congratulate + "bring product to your new scope" |
| High health score + approaching renewal | š” Warm | Multi-year + expansion bundle |
| Requesting API access or integrations | š” Warm | Platform/enterprise tier positioning |
Seat Expansion:
Tier Upgrade:
Cross-Sell (New Product):
Land-and-Expand (New Department):
1. Business Context (10 min)
- Customer shares business updates, priorities, challenges
- CS listens ā do NOT present slides first
2. Value Delivered (15 min)
- Usage dashboard: adoption, engagement, trends
- ROI recap: goals set ā outcomes achieved ā dollar impact
- Success stories: specific wins this quarter
- Comparison: "Here's how you compare to peers in your industry"
3. Roadmap & Innovation (10 min)
- Product roadmap aligned to THEIR priorities
- Early access / beta opportunities
- Industry trends and best practices
4. Success Plan Review (15 min)
- Score previous quarter's goals
- Set next quarter's objectives
- Identify blockers and resource needs
- Assign owners and timelines
5. Strategic Discussion (10 min)
- "What keeps you up at night?"
- "Where is the business heading in the next 12 months?"
- Expansion opportunities (based on their strategy)
- Introduce new stakeholders if relationship gaps existā” Pull 90-day usage data and create dashboard
ā” Calculate ROI / value delivered (specific numbers)
ā” Review health score trend (improving? declining?)
ā” Check open support tickets ā resolve before QBR
ā” Review success plan ā score each goal
ā” Draft next quarter objectives (aligned to their business)
ā” Prepare 1-2 expansion recommendations with ROI projections
ā” Identify who should attend (their side + yours)
ā” Send pre-read agenda 5 days before
ā” Prepare competitive intel (in case competitors come up)Subject: [Company] + [Your Company] ā Q[X] Review Recap & Next Steps
Hi [Name],
Thank you for a productive review today. Here's a summary:
**What We Achieved in Q[X]:**
- [Goal 1]: [Result + metric]
- [Goal 2]: [Result + metric]
- [Goal 3]: [Result + metric]
**Q[X+1] Objectives:**
1. [Objective] ā Owner: [Name], Target: [Date]
2. [Objective] ā Owner: [Name], Target: [Date]
3. [Objective] ā Owner: [Name], Target: [Date]
**Action Items:**
- [ ] [Action] ā [Owner] by [Date]
- [ ] [Action] ā [Owner] by [Date]
**Next QBR:** [Date]
Looking forward to another strong quarter together.
[Name]| Time Since Churn | Approach | Success Rate |
|-----------------|----------|-------------|
| 0-30 days | "We miss you" + address churn reason | 15-25% |
| 30-90 days | Product update + improvement proof | 10-15% |
| 90-180 days | Major release + special offer | 5-10% |
| 180-365 days | Annual check-in + case study | 2-5% |
| >365 days | Remove from active campaigns | <2% |
Email 1 (Day 7 post-churn):
Subject: We fixed [their specific issue]
Hi [Name],
I know [specific churn reason] was frustrating. I wanted you to know we've [specific improvement].
[If product: "Here's what changed: [feature/fix description]"]
[If value: "We've redesigned onboarding to get to value in [X days]"]
[If price: "We have new plans that might work better for your budget"]
No pressure ā but if you'd like to take another look, I'm here.
[Name]Email 2 (Day 30):
Subject: [Their industry] companies are seeing [specific result]
Hi [Name],
Since we last spoke, [similar company] achieved [specific metric] using [product].
We've shipped [X] improvements in the past month, including:
- [Improvement 1]
- [Improvement 2]
Would a quick catch-up be useful? Happy to show what's new.
[Name]Email 3 (Day 90 ā major release only):
Subject: [Product] [Version] ā built with your feedback
Hi [Name],
We just launched [major feature/version] and your feedback directly influenced it.
[1-2 sentence description of what's new and why it matters to them]
I'd love to give you a private preview. Want to jump on a 15-minute call this week?
[Name]cs_dashboard:
week: "YYYY-WXX"
portfolio:
total_accounts: 0
total_arr: 0
health_distribution:
green: { count: 0, arr: 0 }
yellow: { count: 0, arr: 0 }
orange: { count: 0, arr: 0 }
red: { count: 0, arr: 0 }
retention:
gross_retention_rate: 0.0 # Target: >90%
net_retention_rate: 0.0 # Target: >110%
logo_retention_rate: 0.0 # Target: >85%
arr_churned_mtd: 0
arr_contracted_mtd: 0
expansion:
arr_expanded_mtd: 0
expansion_pipeline: 0
upsell_conversations: 0
expansion_rate: 0.0 # Target: >15% annually
engagement:
avg_health_score: 0 # Target: >70
health_score_trend: "up|flat|down"
qbrs_completed: 0
nps_score: 0 # Target: >50
csat_score: 0.0 # Target: >4.5/5
onboarding:
active_onboardings: 0
avg_ttfv_days: 0 # Target: <14 for MM, <30 for Ent
onboarding_completion_rate: 0.0 # Target: >90%
renewals:
upcoming_30d: { count: 0, arr: 0 }
upcoming_60d: { count: 0, arr: 0 }
upcoming_90d: { count: 0, arr: 0 }
on_track: 0
at_risk: 0Track by signup month (or contract start). Measure at regular intervals.
Example SaaS Retention Cohort:
Month 0 Month 1 Month 2 Month 3 Month 6 Month 12
Jan cohort 100% 92% 87% 84% 78% 68%
Feb cohort 100% 94% 90% 88% 82% ā
Mar cohort 100% 91% 85% ā ā āWhat to look for:
| Engagement Level | Behavior | Retention Prediction | Action |
|-----------------|----------|---------------------|--------|
| Power User | Daily, multi-feature, creates content | 95%+ renewal | Advocate program, expansion |
| Regular | 3-4x/week, core features | 85-95% | Feature adoption, optimization |
| Casual | 1-2x/week, limited features | 60-80% | Re-engagement campaign |
| Dormant | <1x/week or inactive | 20-40% | Urgent intervention |
| Ghost | No activity 30+ days | <20% | Win-back or churn prep |
By Company Size:
By Customer Maturity:
Structure:
Selection criteria:
Collection Points:
Action Framework:
When a customer uses multiple products:
Use these to interact with the system:
Generated Feb 23, 2026
A B2B SaaS startup uses the health scoring model to identify at-risk customers early, triggering intervention plans within 48 hours. They apply the onboarding framework to ensure SMB customers achieve their 'aha moment' within 24 hours, improving retention rates and preventing revenue loss.
An enterprise software company leverages the health tiers to identify thriving customers for expansion plays, using the QBR preparation and success plan templates to document ROI and align on growth goals. The multi-threaded relationship tracking helps secure executive sponsorship for upsell opportunities.
A mid-market business services firm implements the TTFV framework to streamline onboarding, targeting a 14-day aha moment for core use cases. They use the onboarding risk signals to proactively address issues like delayed kickoffs or low user activation, ensuring faster time-to-value and higher customer satisfaction.
A customer success team adopts the health score YAML and success plan templates to standardize operations across accounts. They use the playbook for win-back campaigns by analyzing financial and engagement signals, enabling data-driven decisions to recover critical customers within 24 hours.
This model benefits from the health scoring and retention focus to reduce churn and increase Net Revenue Retention (NRR). The expansion playbooks help identify upsell opportunities in thriving accounts, driving recurring revenue growth through customer advocacy and renewal optimization.
Suitable for companies with large contracts, this model uses the relationship and outcomes dimensions to track multi-threaded connections and documented ROI. The QBR preparation and success plans ensure alignment on business objectives, supporting renewal negotiations and expansion into new use cases.
Ideal for self-serve segments, this model applies the onboarding framework to achieve aha moments in minutes, converting users to paying customers. The health scoring helps monitor engagement trends and product usage, enabling targeted interventions to prevent churn in the free tier and drive upgrades.
š¬ Integration Tip
Integrate with CRM and product analytics tools to automate health score updates and sync success plans, ensuring real-time data for proactive customer management.
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