cs-operations

What problem does it solve?

cs-operations helps B2B SaaS teams stop reactive customer success by building a repeatable post-sale operating system for health scoring, onboarding orchestration, renewal management, and expansion playbooks.

Core Features & Use Cases

• Health scoring & risk triage: Build a composite 0–100 health score (usage, relationship, support, commercial, outcomes) and map it to actions via a traffic-light system.
• Renewal management & discount governance: Run a renewal timeline starting at T-120/T-90, handle discount sunset problems, and apply save plays when customers push back.
• Onboarding-to-renewal operating model: Execute an onboarding plan (activation → implementation → stabilization → optimization), define success criteria, and trigger event-based rescue plays.
• Segmentation & coverage models: Create coverage tiers (high-/mid-/low-touch) and CSM ratios so the CS engine scales.
• CS-to-Sales handoff & expansion execution: Score expansion readiness, define CS ownership by expansion size, and structure handoffs to Sales to close expansion.

Quick Start

Generate a CS Ops plan that includes a 5-dimension health score, a weekly/monthly review cadence, and a T-120 to T-30 renewal playbook for a B2B SaaS with 50 accounts.