customer-successlisted

# Customer Success (THRIVE Framework) Design a Customer Success operating system that turns post-sale into a predictable revenue engine. The skill enforces explicit coverage tiering, a health score that actually predicts churn, named risk playbooks, value reviews that earn renewals, and expansion motions that move NRR - instead of a generic "we should do QBRs" plan. ## Core Principle **Customer Success is a *coverage and signal* problem, not a relationship problem.** Most CS teams over-invest in friendly check-ins with healthy accounts and under-invest in early risk signals and value proof. THRIVE forces tiered coverage, leading indicators, and renewal-defensible value evidence. ## The THRIVE Framework | Letter | Stage | The Question | |--------|-------|--------------| | **T** | Tier the Book | Which accounts get high-touch, tech-touch, or pooled coverage - and why? | | **H** | Health Scoring | What 4-6 leading signals predict churn 90+ days out? | | **R** | Risk Playbooks | When a signal trips, what named play runs in what timeframe? | | **I** | Insight Reviews | What evidence of value gets shown at each review cadence? | | **V** | Value Realization | How is realized ROI captured and quantified before renewal? | | **E** | Expansion Motion | Which signals trigger which expansion play, and who owns the handoff? | ## Coverage Tiering | Tier | ARR Band | Coverage | Cadence | Primary Goal | |------|----------|----------|---------|--------------| | **High-touch** | Top 10-2