CRO · Toolkit · Advanced · Saves 150+ hours
Customer Success Operating System
The complete operating system for customer success - from onboarding to renewal to expansion.
What's included
- CS Strategy
- Mission and charter
- Segmentation model
- Engagement model
- Success metrics
- Core Programs
- Onboarding program
- Adoption program
- Health monitoring
- Renewal management
- Expansion playbooks
- Operating Model
- Team structure
- Technology stack
- Process documentation
- Performance management
Best used when
- Building CS function from scratch
- Restructuring existing CS team
- Improving retention metrics
- Scaling customer success
The template
The Template
CS STRATEGY
Customer Success Charter
CUSTOMER SUCCESS CHARTER
MISSION:
"Drive customer outcomes, retention, and
expansion through proactive engagement
and value realization."
CS SCOPE:
☐ Onboarding and implementation
☐ Adoption and value realization
☐ Health monitoring
☐ Renewal management
☐ Expansion identification
☐ Advocacy development
KEY METRICS:
Gross retention: ____%
Net retention: ____%
Time to value: _____ days
Health score avg: ____/100
CSAT/NPS: _____
STAKEHOLDER MAP:
Primary: Customers
Internal: Sales, Product, Support
Executive sponsor: _______________
Segmentation Model
| Segment | ARR Range | Touch Model | CSM Ratio | Primary Goal |
|---|---|---|---|---|
| Enterprise | $100K+ | High-touch | 1:10 | Expand |
| Mid-market | $25-100K | Mid-touch | 1:30 | Retain |
| SMB | <$25K | Tech-touch | 1:100+ | Adopt |
ENGAGEMENT MODEL
Touch Model Framework
ENGAGEMENT MODEL
HIGH-TOUCH:
Cadence: Weekly/bi-weekly
Activities:
☐ Dedicated CSM
☐ QBRs quarterly
☐ Executive engagement
☐ Custom success plan
☐ On-site visits
MID-TOUCH:
Cadence: Monthly
Activities:
☐ Pooled CSM
☐ Business reviews 2x/year
☐ Email campaigns
☐ Office hours
TECH-TOUCH:
Cadence: Automated
Activities:
☐ Automated onboarding
☐ In-app guidance
☐ Email sequences
☐ Self-service resources
☐ Community support
Frequently asked questions
What is the Customer Success Operating System?
The complete operating system for customer success - from onboarding to renewal to expansion.
Who is the Customer Success Operating System for?
It is built for CROs and their teams working on Customer Success. The AI coach adapts it to your company, stage, and goals.
How long does the Customer Success Operating System take to use?
It saves roughly 150+ hours versus building from scratch. Our AI coach can tailor the toolkit to your situation in minutes, then hand you a step-by-step plan.
Is the Customer Success Operating System free?
Yes. You can read the full toolkit and start getting coached through it for free. Sign in to save your tailored version and track your next steps.
How does the AI coach help with the Customer Success Operating System?
The coach teaches you the framework, asks a few questions about your business, tailors the toolkit to you, and gives you measurable next steps to execute.