カスタマーサクセスマネージャーキット

Client onboarding pack: welcome, contacts, timeline, information checklist, access and tools, cadence, success criteria, 30/60/90 days

Customer context, desired outcomes with baselines and targets, milestones, adoption metrics, roles on both sides, risks, review cadence, sign-off

Health score purpose, inputs with scoring rules, weights, worked example, bands, playbooks per band, overrides, back-test validation

Support principles, tiers 0 to 3, severity with response and update targets, functional and hierarchical escalation, complaint hand-off, public summary, monitoring

Complaints handling + trend analysis

QBR agenda, objectives, value delivered against outcomes, usage and adoption, support and service, open actions, roadmap, asks and decisions, next quarter plan

Purpose and scope, CSAT NPS CES measures, survey design rules, sample size and margin of error, analysis and reporting, inner and outer loop closure, governance

Renewal timeline from day 180, risk assessment by category with evidence, save plays and play library, commercial scenarios, forecast log, escalation, outcome