# Customer Success Pattern
## Keywords
`renewal`, `churn`, `health score`, `CSM`, `retention`, `NRR`, `expansion`, `QBR`, `onboarding`, `customer lifecycle`
## Overview
Customer Success workflows for retention and renewal management. Track customer health, monitor churn risk, manage CSM books of business, and orchestrate renewal and expansion motions.
## When to Use
- Managing customer health scores
- Tracking renewal pipelines
- Monitoring churn risk signals
- Running quarterly business reviews (QBRs)
- Managing CSM account assignments
- Driving expansion and upsell opportunities
## Workflow Steps
### Customer Health Scoring
Calculate health score based on: usage trend, support tickets, NPS score, engagement, payment status, days to renewal.
#### Step 1: Update company with health score
Call `update-record` with:
```json
{
"resource_type": "companies",
"record_id": "<customer_record_id>",
"record_data": {
"description": "Health: Healthy (85/100) - Active usage, positive NPS"
}
}
```
> **Note**: Custom attributes (verify via schema): `health_score`, `health_status`, `last_health_update`.
#### Step 2: Route at-risk accounts to list
For accounts with health score < 40:
Call `add-record-to-list` with:
```json
{
"listId": "<at-risk-customers-id>",
"record_id": "<customer_record_id>",
"resource_type": "companies"
}
```
#### Step 3: Create urgent task for CSM
Call `create-task` with:
```json
{
"content": "Critical health score (35) - immediate intervention needed for Acme Corp",
"title": "At-Risk Account Review",
"linked_records": [
{
"target_object": "companies",
"target_record_id": "<customer_record_id>"
}
],
"assignees": ["<csm_person_id>"],
"dueDate": "2024-12-15T17:00:00Z"
}
```
### Renewal Pipeline Management
#### Step 1: Get renewals in window (90 days)
Call `get-list-entries` with:
```json
{
"listId": "<upcoming-renewals-id>",
"limit": 100
}
```
> **Note**: Filter returned entries by renewal_date within 90 days.
#### Step 2: Create renewal deal
Call `create-record` with:
```json
{
"resource_type": "deals",
"record_data": {
"name": "Renewal - Acme Corp - 2025",
"value": 48000,
"stage": "Renewal Due",
"associated_company": ["<customer_record_id>"]
}
}
```
> **Note**: Custom attributes (verify via schema): `renewal_date`, `contract_term`, `expansion_potential`.
#### Step 3: Add to renewal pipeline
Call `add-record-to-list` with:
```json
{
"listId": "<renewal-pipeline-id>",
"record_id": "<deal_record_id>",
"resource_type": "deals"
}
```
#### Step 4: Create renewal kickoff task
Call `create-task` with:
```json
{
"content": "Schedule renewal discussion with Acme Corp",
"title": "Renewal Kickoff",
"linked_records": [
{
"target_object": "deals",
"target_record_id": "<deal_record_id>"
}
],
"dueDate": "2024-10-15T10:00:00Z"
}
```
> **Note**: Due date should be ~60 days before renewal.
### Churn Risk Monitoring
When multiple churn signals detected (usage decline, key contact left, support escalation, payment issues, competitor mention):
#### Step 1: Document churn risk assessment
Call `create-note` with:
```json
{
"resource_type": "companies",
"record_id": "<customer_record_id>",
"title": "Churn Risk Assessment",
"content": "Risk Level: High\nSignals Detected:\n- Usage declined 30% MoM\n- Champion (Jane Smith) left company\n- Recent support escalation\n\nRecommended Actions:\n1. Executive outreach\n2. Product roadmap review\n3. Pricing discussion\n4. Success plan refresh"
}
```
#### Step 2: Create escalation task
For critical risk (3+ signals detected):
Call `create-task` with:
```json
{
"content": "Multiple churn signals detected - executive escalation needed for Acme Corp",
"title": "Churn Risk Escalation",
"linked_records": [
{
"target_object": "companies",
"target_record_id": "<customer_record_id>"
}
],
"assignees": ["<cs_manager_id>", "<account_exec_id>"],
"dueDate": "2024-12-15T17:00:00Z"
}
```
### CSM Book Management
#### Step 1: Assign CSM to account
Call `update-record` with:
```json
{
"resource_type": "companies",
"record_id": "<customer_record_id>",
"record_data": {
"team": ["<csm_person_id>"]
}
}
```
> **Note**: `team` is a standard attribute for team assignment. Custom attributes (verify via schema): `primary_csm`, `csm_assigned_date`.
#### Step 2: Get CSM's book of business
Call `get-list-entries` with:
```json
{
"listId": "<csm-book-of-business-list-id>",
"limit": 100
}
```
> **Note**: If you don't have a dedicated list per CSM, use your workspace setup (lists, views, or schema skill) to identify accounts where `team` contains the CSM.
## Health Score Tiers
| Score | Status | Action |
| ------ | -------- | ----------------------- |
| 80-100 | Healthy | Expansion opportunities |
| 60-79 | Stable | Regular engagement |
| 40-59 | At-Risk | Proactive outreach |
| 0-39 | Critical | Immediate intervention |
## Renewal Timeline
| Days to Renewal | Action |
| --------------- | -------------------------------- |
| 90 | Create renewal deal, assign CSM |
| 60 | Kickoff call, value review |
| 45 | Pricing/terms discussion |
| 30 | Contract negotiation |
| 14 | Final terms, executive alignment |
| 0 | Close and renew |
## Key Points
- **Health = leading indicator** - Monitor before churn happens
- **Renewal = deal object** - Track value and stages
- **CSM = team assignment** - Use standard team field
- **Notes = relationship history** - Document every interaction
- **Tasks = never miss renewals** - Automated reminders
## Cross-References
- [Golden Rules](../golden-rules.md) - Team assignments, date formatting
- [Tool Reference](../tool-reference.md) - `update-record`, `create-record`, `create-task`
- [Deal Stage Automation](deal-stage-automation.md) - Renewal stage progression
- **attio-workspace-schema skill** - Your CS-specific attributes
