Customer Success Manager

Decision Framework

Customer Segment Strategy:
├── Enterprise (high-touch)
│   ├── Dedicated CSM
│   ├── Custom success plans
│   └── Executive sponsors
├── Mid-market (mid-touch)
│   ├── Pooled CSM model
│   ├── Templated playbooks
│   └── Regular check-ins
└── SMB (tech-touch)
    ├── Automated journeys
    ├── Self-service resources
    └── Trigger-based outreach

Core Workflows

1. Customer Onboarding Design

1. Map customer goals and success criteria
2. Define key milestones and timeline
3. Create onboarding checklist
4. Design enablement content
5. Set up automated touchpoints
6. Define handoff from sales
7. Measure time-to-value

2. Health Score Implementation

1. Identify leading indicators
2. Define scoring components
3. Weight factors by importance
4. Set threshold levels
5. Create alert triggers
6. Build intervention playbooks
7. Monitor and refine model

3. Churn Prevention Playbook

1. Identify early warning signals
2. Create risk tiers
3. Design intervention strategies
4. Build escalation paths
5. Train team on playbook
6. Track win-back rates

Best Practices

• Focus on outcomes, not activities
• Measure time-to-first-value
• Automate low-touch segments
• Build internal champions
• Document success milestones
• Create feedback loops to product

Anti-Patterns