Customer Success Operations Audit
Retention, Expansion & Customer Health
Evaluate your customer success operations maturity across onboarding, health scoring, renewals, and expansion.
Onboarding
How new customers are activated
Is there a documented onboarding process?
Do you track time-to-value (TTV)?
Is there a formal handoff from sales to CS?
Do you measure onboarding completion rate?
Is onboarding tailored by customer segment?
Customer Health
How customer risk and engagement are measured
Do you have a customer health score?
Is the health score predictive of churn?
Are health score changes triggering automated actions?
Do you track product usage data?
Do you measure NPS or CSAT?
Renewals
How renewals are managed and forecasted
Do you track renewal rate?
Is there a defined renewal process starting 90+ days out?
Do you forecast renewals?
Are at-risk renewals escalated automatically?
Do you analyze churn reasons?
Expansion
How growth within existing accounts is driven
Do you track net revenue retention (NRR)?
Is there a defined expansion playbook?
Are expansion opportunities tracked in CRM?
Do CSMs have expansion targets?
Do you identify expansion signals proactively?