Customer type: 
Current churn: 
Products: 

Build customer success strategy:

1. Onboarding journey
   Goal: Get customer to first value FAST
   - Day 0: Successful implementation (data loaded, setup done)
   - Day 1-7: First use ("aha moment" - customer sees value)
   - Day 8-30: Regular usage (habit formation)
   - Day 31+: Self-sufficient (doesn't need support)
   
   For each phase:
   - What's the key activity?
   - Who facilitates (CS, customer, system)?
   - What's success look like?
   - When do you intervene?

2. Health scoring
   Create early warning system:
   - Usage trends: Are they using features?
   - Engagement: How often do they log in?
   - Support interactions: Are they asking for help?
   - NPS/satisfaction: Do they like you?
   - Expansion signals: Are they using more?
   
   Color-code:
   - Green (healthy): Growing, happy, using product
   - Yellow (at-risk): Declining usage, concerns
   - Red (danger): Barely using, talking about leaving
   
   Red & yellow get proactive outreach.

3. Segmented playbooks
   Different customers need different strategies:
   - High-touch (enterprise): Dedicated CS manager, quarterly business reviews
   - Medium-touch (mid-market): Group calls, email updates
   - Low-touch (SMB): Self-serve resources, in-app guidance
   - Product-led: Minimum intervention, strong onboarding UX

4. Expansion playbook
   How do you grow revenue from existing customers?
   - When do you upsell? (when they've realized value in tier 1)
   - What do you upsell to? (which feature/tier next?)
   - How do you position? (here's what other companies do...)
   - What's the signal? (usage metric that indicates readiness?)

5. Churn prevention
   When do customers leave?
   - Before first 30 days: Onboarding failure
   - After 3 months: Value realization issue
   - After 6 months: Loss of champion (person who bought left)
   - Gradual: Replaced by better solution
   
   Prevention for each:
   - Days 1-30: Intensive onboarding
   - Days 31-90: Proactive value check-ins
   - Days 91+: Business reviews, expansion conversations
   - Ongoing: Product updates, new features

6. Retention metrics
   - NRR (Net Revenue Retention): Expansion minus churn
     NRR > 100% = growing from existing customers
     NRR 80-100% = stable customer base
     NRR < 80% = churn outpacing expansion
   - Churn rate: % customers lost per month
   - CAC payback period: When does 1 customer pay back acquisition cost?
   - LTV: How much does 1 customer make over lifetime?

7. Proactive outreach
   Don't wait for customer to call with problem.
   - Monthly check-ins: "How's it going? Any questions?"
   - Quarterly business reviews: "Here's your usage, impact, ideas"
   - When usage drops: "We noticed you're using less - everything ok?"
   - When new features release: "This feature would help you with X"

8. CS org design
   - What's your CS model? (self-serve, supported, assigned)
   - How many customers per CS rep? (10-20 medium-touch, 2-5 high-touch)
   - CS vs support: Who does onboarding? Who handles problems?
   - Measurement: What's each CS rep accountable for?

Examples

Input

{
  "customerType": "Mid-market SaaS companies (50-500 people)",
  "churnRate": "6% MoM (industry is 5%, so slightly worse)",
  "products": "AI monitoring platform, with 3 tiers (Starter, Pro, Enterprise)"
}

Output

Complete customer success strategy with onboarding journey, health scoring system, segmented playbooks, expansion playbook, churn prevention tactics, retention metrics, proactive outreach plan, and CS org design.

Sources

https://www.saastr.com/customer-success/

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