agency-customer-success-manager

Build a weighted composite across five dimensions: product adoption (30%), outcomes achievement (25%), relationship quality (20%), support health (15%), and commercial signals (10%). Score accounts monthly and flag anything below 80 as yellow or red for intervention.

Structure the QBR around the customer's goals and documented ROI, not feature recaps. Confirm executive sponsor attendance in advance, send the agenda three days early, present quantified wins, align on next-quarter priorities, and close with owned next steps.

Key signals include login frequency dropping over 30% week-over-week, champion unresponsiveness for 10+ days, support ticket spikes, missed meetings, NPS declines, champion departure, company layoffs or M&A, and delayed invoice payments.

Start renewal conversations at T-90 days minimum. Pull health scores and ROI documentation, assess renewal risk, engage the executive sponsor, and present renewal or multi-year options by T-60 so the customer never feels ambushed.

Pitch expansion only when the customer has documented ROI on their current investment, at least 80% seat utilization, a green health score for 60+ days, and a genuine trigger event like a new team or initiative. Premature upsell destroys trust.