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aigroup-workflow 1.0.1 → 1.1.0

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package/skills/jarvis/engineering-team/business-growth/customer-success-manager/references/cs-playbooks.md DELETED Viewed

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-# Customer Success Playbooks
-Comprehensive intervention, onboarding, renewal, expansion, and escalation playbooks for SaaS customer success management.
----
-## Risk Tier Intervention Playbooks
-### Critical Risk (Score 80-100)
-**Situation:** Customer is at imminent risk of churn. Multiple severe warning signals detected. Requires immediate executive-level intervention.
-**Timeline:** Act within 48 hours.
-**Steps:**
-1. **Executive Escalation (Day 0)**
-   - Alert VP of Customer Success and account executive immediately
-   - Brief internal leadership on situation, warning signals, and ARR at risk
-   - Identify any pending support issues and fast-track resolution
-2. **Customer Contact (Day 1-2)**
-   - Schedule executive-to-executive call (VP CS to customer VP/C-level)
-   - Frame the conversation around understanding their challenges, not defending your product
-   - Listen more than talk -- capture the real objections
-3. **Save Plan Creation (Day 2-3)**
-   - Create a detailed save plan with specific value milestones tied to their business outcomes
-   - Include timeline, owners, and measurable success criteria
-   - Get internal alignment on any concessions (pricing, features, roadmap commitments)
-4. **Rescue Team Assignment (Day 3-5)**
-   - Assign a dedicated rescue team: CSM + Solutions Engineer + Support Lead
-   - Daily internal stand-up (15 min max) on account status
-   - Solutions Engineer to conduct technical health check
-5. **Execution and Monitoring (Week 2-4)**
-   - Execute save plan with weekly customer check-ins
-   - Track progress against milestones
-   - Prepare competitive displacement defence if competitor involvement detected
-6. **Resolution Assessment (Week 4)**
-   - Evaluate whether the situation is stabilising
-   - If improving: transition to High-risk monitoring cadence
-   - If not improving: escalate to CEO/GM for final intervention
-**Success Criteria:** Risk score drops below 60 within 30 days. Customer confirms continued partnership intent.
----
-### High Risk (Score 60-79)
-**Situation:** Customer showing clear signs of dissatisfaction or disengagement. Still salvageable with focused CSM intervention.
-**Timeline:** Act within 1 week.
-**Steps:**
-1. **Root Cause Analysis (Day 1-3)**
-   - Review all health score dimensions to identify the primary drivers
-   - Pull support ticket history for patterns
-   - Check product usage trends for the past 90 days
-2. **CSM Outreach (Day 3-5)**
-   - Schedule a dedicated call with the customer (not a routine check-in)
-   - Open with empathy: "I've noticed some changes and want to make sure we're supporting you properly"
-   - Identify the top 3 customer concerns
-3. **30-Day Recovery Plan (Day 5-7)**
-   - Build a 30-day recovery plan with measurable checkpoints every week
-   - Include specific actions for each concern identified
-   - Share the plan with the customer for mutual commitment
-4. **Re-Engage Executive Sponsor (Week 2)**
-   - Request a meeting with the executive sponsor
-   - Align on business outcomes and how your product supports them
-   - Confirm continued sponsorship and address any political changes
-5. **Support Fast-Track (Ongoing)**
-   - Escalate any pending support tickets internally
-   - Assign a support point of contact for this account
-   - Provide weekly status updates on open issues
-6. **Progress Review (Week 3-4)**
-   - Review all metrics for improvement
-   - Adjust plan if specific interventions are not working
-   - If score drops to Critical: escalate to executive playbook
-**Success Criteria:** Risk score drops below 40 within 30 days. No new warning signals emerge.
----
-### Medium Risk (Score 40-59)
-**Situation:** Early warning signs detected. Customer may not be aware of emerging issues. Proactive outreach prevents escalation.
-**Timeline:** Act within 2 weeks.
-**Steps:**
-1. **Data Review (Day 1-5)**
-   - Analyse which dimension(s) are pulling the score down
-   - Review recent support interactions for sentiment clues
-   - Check for any known product issues affecting this customer
-2. **Proactive Check-In (Week 1-2)**
-   - Schedule a "value check-in" call (position it as routine, not reactive)
-   - Share relevant success stories from similar customers
-   - Propose a training session or product walkthrough for underutilised features
-3. **Value Reinforcement (Week 2-3)**
-   - Send a customised ROI summary showing value delivered
-   - Highlight feature releases relevant to their use case
-   - Connect them with your customer community or user group
-4. **Monitoring (Week 3-4)**
-   - Increase monitoring frequency to bi-weekly
-   - Watch for improvement or continued decline
-   - If declining: move to High-risk playbook
-**Success Criteria:** Score stabilises above 50 or improves. No escalation to High risk.
----
-### Low Risk (Score 0-39)
-**Situation:** Customer is healthy. Standard success cadence applies. Focus on value reinforcement and expansion readiness.
-**Timeline:** Standard touch cadence.
-**Steps:**
-1. **Maintain Cadence**
-   - Enterprise: Monthly strategic reviews, quarterly QBRs
-   - Mid-Market: Bi-monthly check-ins, semi-annual reviews
-   - SMB: Quarterly automated health updates, annual review
-2. **Proactive Communication**
-   - Share product updates and release notes
-   - Invite to webinars, conferences, and community events
-   - Share relevant industry insights and benchmarks
-3. **Expansion Readiness**
-   - Monitor for expansion signals (usage approaching limits, new use cases)
-   - Prepare expansion proposals when timing is right
-   - Position premium features and modules relevant to their needs
-4. **Renewal Preparation**
-   - Begin renewal preparation 90 days before contract end
-   - Build renewal proposal with value delivered summary
-   - Identify any terms or pricing adjustments needed
-**Success Criteria:** Customer remains in Green classification. Expansion conversations initiated when appropriate.
----
-## Onboarding Playbook
-### Phase 1: Welcome and Setup (Day 1-14)
-| Day | Activity | Owner | Deliverable |
-|-----|----------|-------|-------------|
-| 1 | Welcome email and introduction | CSM | Welcome package sent |
-| 1-2 | Kickoff call | CSM + SE | Success plan drafted |
-| 3-5 | Technical setup and configuration | SE | Environment configured |
-| 5-7 | Admin training session | CSM | Admins trained |
-| 7-10 | Data migration (if applicable) | SE | Data validated |
-| 10-14 | Initial user training | CSM | Core team trained |
-### Phase 2: Activation (Day 15-30)
-| Day | Activity | Owner | Deliverable |
-|-----|----------|-------|-------------|
-| 15 | Activation check -- are users logging in? | CSM | Usage report |
-| 15-20 | Follow-up training for laggards | CSM | All users active |
-| 20-25 | First business outcome milestone | CSM | Milestone achieved |
-| 25-30 | 30-day review call | CSM | Review documented |
-**Critical Milestone:** Time to First Value must be under 30 days.
-### Phase 3: Adoption (Day 31-60)
-| Day | Activity | Owner | Deliverable |
-|-----|----------|-------|-------------|
-| 30-40 | Feature adoption expansion | CSM | New features in use |
-| 40-50 | Integration setup (if applicable) | SE | Integrations live |
-| 50-60 | Usage benchmarking vs. peers | CSM | Benchmark report |
-### Phase 4: Optimisation (Day 61-90)
-| Day | Activity | Owner | Deliverable |
-|-----|----------|-------|-------------|
-| 60-70 | Advanced use case workshop | CSM + SE | New use cases identified |
-| 70-80 | ROI measurement | CSM | ROI documented |
-| 80-90 | 90-day executive review | CSM | Transition to steady-state |
-**Gate:** Handoff from onboarding to ongoing CSM management. Health score must be Yellow or better.
----
-## Renewal Playbook
-### 120 Days Before Renewal
-- Review contract terms and pricing
-- Assess current health score and trajectory
-- Identify any outstanding issues or concerns
-- Begin internal alignment on renewal strategy
-### 90 Days Before Renewal
-- Schedule renewal conversation with customer
-- Prepare value delivered summary (ROI, usage stats, milestones achieved)
-- Draft renewal proposal with recommended terms
-- If at-risk: escalate and begin risk mitigation
-### 60 Days Before Renewal
-- Present renewal proposal to customer
-- Negotiate terms if needed
-- Address any concerns raised during the process
-- Escalate blockers to leadership
-### 30 Days Before Renewal
-- Finalise contract terms
-- Obtain signatures
-- Plan for any post-renewal actions (expansion, migration)
-- Update CRM with renewal details
-### Post-Renewal
-- Confirm renewed contract in systems
-- Send thank-you and updated success plan
-- Schedule next QBR
-- Identify expansion opportunities
----
-## Expansion Playbook
-### Identifying Expansion Signals
-| Signal | Expansion Type | Priority |
-|--------|---------------|----------|
-| Seat utilisation > 90% | Seat expansion | High |
-| Requests for features in higher tier | Tier upsell | High |
-| New department inquiries | Department expansion | Medium |
-| High adoption of existing modules | Module cross-sell | Medium |
-| Customer referencing competitors for missing features | Cross-sell | High |
-### Expansion Conversation Framework
-1. **Discovery:** "I noticed your team has been getting great value from [feature]. Have you considered how [new module] could help with [related business outcome]?"
-2. **Value Framing:** "Companies similar to yours who adopted [module] saw [specific metric improvement]."
-3. **Proposal:** "Based on your current usage, here's what the expansion would look like..."
-4. **Stakeholder Alignment:** Involve the economic buyer early. The champion can advocate, but the budget holder decides.
-5. **Close:** Coordinate with sales/account executive for commercial negotiation.
----
-## Escalation Procedures
-### Internal Escalation Matrix
-| Trigger | Escalation Level | Response Time |
-|---------|-----------------|---------------|
-| Health score drops to Red | VP Customer Success | 24 hours |
-| Executive sponsor leaves | Director CS + AE | 48 hours |
-| Critical bug affecting customer | VP Engineering + VP CS | 4 hours |
-| Customer mentions competitor evaluation | VP CS + VP Sales | 24 hours |
-| Renewal at risk (60 days or less) | CRO/VP Sales | 24 hours |
-| Customer threatens legal action | Legal + VP CS | Immediate |
-### Escalation Communication Template
-**Subject:** [ESCALATION] {Customer Name} -- {Brief Description}
-**Body:**
-- Customer: {name}, {segment}, ${ARR}
-- Health Score: {score} ({classification})
-- Renewal Date: {date}
-- Issue Summary: {2-3 sentences}
-- Warning Signals: {list}
-- Recommended Action: {specific next step}
-- Urgency: {critical/high/medium}
----
-**Last Updated:** February 2026

package/skills/jarvis/engineering-team/business-growth/customer-success-manager/references/health-scoring-framework.md DELETED Viewed

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-# Health Scoring Framework
-Complete methodology for multi-dimensional customer health scoring in SaaS customer success.
----
-## Overview
-Customer health scoring is the foundation of proactive customer success management. A well-calibrated health score enables CSMs to prioritise their portfolio, identify emerging risks before they become churn events, and allocate resources where they will have the greatest impact.
-This framework uses a weighted, multi-dimensional approach that scores customers across four key areas: usage, engagement, support, and relationship. Each dimension contributes to an overall health score (0-100) that classifies accounts as Green (healthy), Yellow (needs attention), or Red (at risk).
----
-## Scoring Dimensions
-### 1. Usage (Weight: 30%)
-Usage metrics are the strongest leading indicator of customer health. Customers who are not using the product are not deriving value and are at elevated churn risk.
-| Metric | Definition | Scoring Method |
-|--------|-----------|----------------|
-| Login Frequency | Percentage of expected login days with actual logins | (actual / target) * 100, capped at 100 |
-| Feature Adoption | Percentage of available features actively used | (adopted / available) * 100, capped at 100 |
-| DAU/MAU Ratio | Daily active users divided by monthly active users | (actual / target) * 100, capped at 100 |
-**Sub-weights within Usage:**
-- Login Frequency: 35%
-- Feature Adoption: 40%
-- DAU/MAU Ratio: 25%
-**Why 30% weight:** Usage is the most objective, data-driven signal. Declining usage almost always precedes churn. However, some customers may have seasonal usage patterns, which is why it is not weighted even higher.
-### 2. Engagement (Weight: 25%)
-Engagement measures how actively the customer participates in the relationship beyond just product usage.
-| Metric | Definition | Scoring Method |
-|--------|-----------|----------------|
-| Support Ticket Volume | Number of support tickets in the period | Inverse score: (1 - actual/max) * 100 |
-| Meeting Attendance | Percentage of scheduled meetings attended | (actual / target) * 100, capped at 100 |
-| NPS Score | Net Promoter Score response (0-10) | (actual / target) * 100, capped at 100 |
-| CSAT Score | Customer Satisfaction score (1-5) | (actual / target) * 100, capped at 100 |
-**Sub-weights within Engagement:**
-- Support Ticket Volume: 20% (inverse -- fewer tickets is better)
-- Meeting Attendance: 30%
-- NPS Score: 25%
-- CSAT Score: 25%
-**Why 25% weight:** Engagement signals complement usage data. A customer who attends meetings but does not use the product may be in an evaluation phase. A customer who uses the product but skips meetings may be becoming self-sufficient -- or disengaging.
-### 3. Support (Weight: 20%)
-Support health measures the quality of the customer's support experience, which directly impacts satisfaction and renewal likelihood.
-| Metric | Definition | Scoring Method |
-|--------|-----------|----------------|
-| Open Tickets | Number of currently unresolved tickets | Inverse score: (1 - actual/max) * 100 |
-| Escalation Rate | Percentage of tickets escalated | Inverse score: (1 - actual/max) * 100 |
-| Avg Resolution Time | Average hours to resolve tickets | Inverse score: (1 - actual/max) * 100 |
-**Sub-weights within Support:**
-- Open Tickets: 35%
-- Escalation Rate: 35%
-- Resolution Time: 30%
-**Why 20% weight:** Support issues are lagging indicators -- they tell you there is already a problem. However, unresolved support issues are a strong predictor of churn, especially when combined with declining engagement.
-### 4. Relationship (Weight: 25%)
-Relationship health measures the strength and depth of the human connection between the customer and your organisation.
-| Metric | Definition | Scoring Method |
-|--------|-----------|----------------|
-| Executive Sponsor Engagement | Engagement level of exec sponsor (0-100) | (actual / target) * 100, capped at 100 |
-| Multi-Threading Depth | Number of stakeholder contacts | (actual / target) * 100, capped at 100 |
-| Renewal Sentiment | Qualitative sentiment assessment | Mapped to score: positive=100, neutral=60, negative=20, unknown=50 |
-**Sub-weights within Relationship:**
-- Executive Sponsor Engagement: 35%
-- Multi-Threading Depth: 30%
-- Renewal Sentiment: 35%
-**Why 25% weight:** Relationship strength is the most important defence against competitive displacement. A customer with strong relationships will give you more chances to fix problems. A customer with weak relationships may leave without warning.
----
-## Classification Thresholds
-### Standard Thresholds
-| Classification | Score Range | Meaning | Action |
-|---------------|-------------|---------|--------|
-| Green | 75-100 | Customer is healthy and achieving value | Standard cadence, focus on expansion |
-| Yellow | 50-74 | Customer needs attention | Increase touch frequency, investigate root causes |
-| Red | 0-49 | Customer is at risk | Immediate intervention, create save plan |
-### Segment-Adjusted Thresholds
-Enterprise customers typically have higher expectations and more complex deployments, which means a higher bar for "healthy." SMB customers may have simpler use cases and lower engagement expectations.
-| Segment | Green Threshold | Yellow Threshold | Red Threshold |
-|---------|----------------|------------------|---------------|
-| Enterprise | 75-100 | 50-74 | 0-49 |
-| Mid-Market | 70-100 | 45-69 | 0-44 |
-| SMB | 65-100 | 40-64 | 0-39 |
-### Segment-Specific Benchmarks
-Each metric target is calibrated per segment. Enterprise customers are expected to have higher login frequency, attendance, and sponsor engagement. SMB customers have lower targets but still meaningful thresholds.
-**Example Calibration:**
-- Enterprise login frequency target: 90% (high-touch, deeply embedded)
-- Mid-Market login frequency target: 80% (balanced engagement)
-- SMB login frequency target: 70% (self-serve oriented)
----
-## Trend Analysis
-A single health score snapshot is useful. A health score trend is actionable.
-### Trend Classification
-| Trend | Criteria | Implication |
-|-------|----------|-------------|
-| Improving | Current > Previous by 5+ points | Positive trajectory, reinforce what is working |
-| Stable | Within +/- 5 points | Maintain current approach |
-| Declining | Current < Previous by 5+ points | Investigate and intervene |
-| No Data | No previous period available | Establish baseline |
-### Trend Priority Matrix
-| Current Score | Trend | Priority |
-|--------------|-------|----------|
-| Green | Declining | HIGH -- intervene before it drops further |
-| Yellow | Declining | CRITICAL -- trajectory leads to Red |
-| Yellow | Improving | MEDIUM -- reinforce positive momentum |
-| Red | Improving | HIGH -- support the recovery |
-| Red | Stable | CRITICAL -- needs new intervention approach |
----
-## Calibration Guidelines
-### When to Recalibrate
-1. **After major product changes**: New features may change what "good usage" looks like
-2. **Seasonal patterns**: Some industries have cyclical usage (retail holiday season, fiscal year end)
-3. **Portfolio composition changes**: If you add many SMB customers, the overall averages shift
-4. **After churn events**: Review whether the health score predicted the churn
-### Calibration Process
-1. Export health scores for all customers over the past 12 months
-2. Identify all churn events in the same period
-3. Calculate the average health score of churned customers 90, 60, and 30 days before churn
-4. Adjust thresholds so that churned customers would have been classified as Yellow or Red at least 60 days before churn
-5. Validate with a holdout set of recent data
-### Common Calibration Pitfalls
-- **Threshold creep**: Gradually lowering Green thresholds to make the portfolio look healthier
-- **Over-weighting lagging indicators**: Support metrics react after the damage is done
-- **Ignoring segment differences**: Using one threshold for all segments
-- **Sentiment bias**: Over-relying on subjective renewal sentiment
----
-## Implementation Checklist
-1. Define data sources for each metric (CRM, product analytics, support system)
-2. Establish data refresh frequency (daily for usage, weekly for engagement)
-3. Configure segment benchmarks for your customer base
-4. Set initial thresholds using industry defaults (provided above)
-5. Run a 30-day pilot with manual review of edge cases
-6. Calibrate thresholds based on pilot results
-7. Automate scoring and alerting
-8. Review and recalibrate quarterly
----
-**Last Updated:** February 2026