Customer Success Platform Implementation - Project Details / Task List
Tag: cs-platform
Total Hours: 80h
Structure: Multi-Milestone (>50h)
Milestone 1: Customer Success Platform Implementation - 1. Discovery & Configuration
Tag: cs-platform
Description: Discovery, platform selection, data architecture, integration setup, health scoring, and dashboard configuration for CS platform deployment.
Hours: 56h
Task List: (CS Platform) 1. Discovery & Data Architecture
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Assess Current CS Operations State | 3h | Evaluate how CS currently operates including tools, processes, and data sources to establish baseline and identify gaps. End state: Documented current state with clear gap analysis showing what the CSP needs to solve. • Interview CS leadership and 2-3 CSMs on current workflows and pain points • Inventory existing tools: CRM, support ticketing, product analytics, billing system • Document where customer data currently lives and how it flows between systems • Assess current health scoring approach (if any) and renewal tracking process • Quantify the gap: time spent on manual data aggregation, renewal surprises, churn rate • Identify integration requirements (what systems must connect to CSP) |
| 2. Define Success Criteria and Platform Requirements | 3h | Establish clear objectives for the CSP implementation and translate into platform requirements. End state: Documented requirements matrix with weighted priorities agreed by stakeholders. • Define 3-5 primary objectives (reduce churn, improve NRR, scale CS operations, etc.) • Identify must-have features vs nice-to-have based on CS maturity level • Document integration requirements (Salesforce/HubSpot, Zendesk, product analytics) • Determine user count and licensing needs across CS team • Set budget parameters with finance/leadership approval • Create weighted scoring criteria for platform evaluation |
| 3. Evaluate and Select Platform | 4h | Compare shortlisted platforms against requirements and select the best fit for the organization. End state: Platform selected with budget approved and procurement initiated. • Create shortlist of 2-3 platforms based on requirements (Gainsight, ChurnZero, Vitally, etc.) • Schedule demos with each vendor focusing on specific use cases • Evaluate platforms on: integration depth, implementation complexity, admin requirements • Assess fit to maturity level: ChurnZero for mid-market speed, Gainsight for enterprise complexity • Check references from similar-sized companies in similar industries • Present recommendation to stakeholders with pros/cons and TCO analysis • Initiate procurement and contracting process |
| 4. Map Customer Data Model | 3.5h | Design how customer data will flow into and be structured within the CSP, including account hierarchy and key data objects. End state: Documented data model with field mappings from source systems to CSP. • Define account hierarchy structure (parent/child relationships, segments) • Map required fields from CRM: account, contact, opportunity, ARR/MRR data • Identify product usage data points needed from analytics platform • Document support ticket data to import (volume, categories, CSAT scores) • Map billing/subscription data: contract dates, renewal dates, expansion history • Create field mapping document showing source system → CSP field mappings |
| 5. Configure CRM Integration | 4h | Establish the primary bidirectional integration between CRM (Salesforce/HubSpot) and the CSP. End state: CRM connected with account, contact, and opportunity data syncing correctly. • Install CSP managed package or app in Salesforce/HubSpot • Configure OAuth connection with appropriate API permissions • Set up account sync with correct hierarchy and segmentation fields • Configure contact sync with role/persona fields for stakeholder mapping • Enable opportunity/deal sync for expansion revenue visibility • Set sync frequency (real-time vs scheduled) based on requirements • Verify data sync in CSP dashboard with sample accounts |
| 6. Connect Additional Data Sources | 4.5h | Integrate product usage, support, and billing systems to create comprehensive customer view. End state: All required data sources connected and syncing to CSP. • Configure product analytics integration (Amplitude, Pendo, Mixpanel) • Set up support ticketing integration (Zendesk, Intercom, Freshdesk) • Connect billing/subscription system (Stripe, Chargebee, Zuora) • Configure any custom integrations via API or middleware (Workato, Tray.io) • Set up data refresh schedules for each integration • Validate data quality across all connected sources • Document integration architecture and troubleshooting guide |
Task List: (CS Platform) 2. Health Scoring & Dashboards
Contains: Parts 3-4
| Task | Est | Description |
|---|---|---|
| 7. Design Customer Health Score Model | 5h | Build a multi-factor health scoring model that predicts churn risk and identifies expansion opportunities. End state: Health score formula configured and calculating across customer base. • Define health score components: product usage, engagement, support sentiment, payment history • Weight each component based on correlation with retention/churn • Set thresholds for healthy (green), at-risk (yellow), and critical (red) scores • Configure scoring rules for each component (e.g., login frequency, feature adoption) • Build trend indicators to show health trajectory over time • Test scoring model against known churned accounts to validate accuracy • Document scoring methodology for CS team understanding |
| 8. Configure Customer Segments and Lifecycle Stages | 4h | Set up customer segmentation by tier, lifecycle stage, and other relevant dimensions. End state: Customers automatically segmented with appropriate service levels and lifecycle stages assigned. • Define customer segments by ARR tier, industry, or use case • Create lifecycle stage definitions: Onboarding, Adoption, Growth, Renewal, At-Risk • Configure automatic lifecycle stage progression rules • Set up segment-specific views and dashboards for CSMs • Assign CSM territories/portfolios within the platform • Configure workload balancing visibility across CS team |
| 9. Build Automated Playbooks and CTAs | 5h | Create automated workflows (playbooks) that trigger based on customer signals and lifecycle events. End state: Core playbooks active and generating CTAs for CSMs. • Design onboarding playbook with milestone-based tasks and touchpoints • Build at-risk intervention playbook triggered by health score drops • Create renewal playbook starting 90-120 days before contract end • Configure expansion opportunity playbook based on usage signals • Set up automated email sequences for low-touch digital CS motions • Define CTA (Call to Action) types and priority levels • Test playbook triggers with sample scenarios before going live |
| 10. Build CSM Operational Dashboards | 5h | Create dashboards that give CSMs visibility into their portfolio health and daily priorities. End state: CSM-level dashboards deployed showing portfolio overview and task prioritization. • Design portfolio health overview dashboard (accounts by health status) • Build daily priority view: upcoming renewals, at-risk accounts, overdue CTAs • Create account 360 view with unified timeline of all touchpoints • Configure customer journey visualization for lifecycle tracking • Set up CTA/task management views with filtering and sorting • Enable CSM-specific filters to show only their assigned accounts |
| 11. Configure Leadership and Executive Reporting | 4h | Build executive dashboards showing aggregate CS metrics and team performance. End state: Leadership dashboards providing visibility into churn risk, NRR, and CS team productivity. • Design executive summary dashboard: portfolio health distribution, ARR at risk • Build renewal forecast report showing expected vs actual renewal rates • Create NRR tracking dashboard with expansion and contraction visibility • Configure CSM productivity metrics: accounts per CSM, CTA completion rates • Set up cohort analysis for retention trends over time • Enable scheduled report delivery to leadership stakeholders |
Milestone 2: Customer Success Platform Implementation - 2. Pilot & Rollout
Tag: cs-platform
Description: Platform validation through pilot testing, full team training, production launch, and admin handoff.
Hours: 24h
Task List: (CS Platform) 3. Pilot & Rollout
Contains: Parts 5-6
| Task | Est | Description |
|---|---|---|
| 12. Conduct Pilot with Selected CSMs | 4h | Run a controlled pilot with a subset of CSMs to validate configuration and gather feedback before full rollout. End state: Pilot complete with documented learnings and configuration adjustments made. • Select 2-4 CSMs for pilot group representing different segments/tiers • Provide focused training on core workflows: health monitoring, CTAs, account views • Run pilot for 2-3 weeks with regular check-ins • Collect feedback on usability, data accuracy, and workflow fit • Identify configuration issues: incorrect health scores, missing data, broken automations • Document required adjustments and prioritize fixes • Refine playbooks and scoring based on pilot learnings |
| 13. Validate Data Quality and Integrations | 3h | Perform systematic data quality validation across all integrated systems and health score calculations. End state: Data quality issues resolved, integrations stable, health scores validated. • Audit sample accounts for data completeness across all sources • Validate health scores against known customer status (churned, renewed, expanded) • Test CTA triggers and automation rules with controlled scenarios • Verify sync timing and data freshness across integrations • Document and resolve any data discrepancies or integration gaps • Sign off on data quality with CS leadership before full rollout |
| 14. Conduct Full Team Training | 4h | Train the entire CS team on the platform with role-specific focus on daily workflows and processes. End state: All CSMs trained and confident using the platform for daily work. • Schedule comprehensive training sessions (2-3 hours across multiple sessions) • Cover core workflows: navigating accounts, managing CTAs, using playbooks • Train on health score interpretation and when to take action • Demonstrate dashboard usage and report generation • Provide hands-on exercises with real accounts • Create quick-reference guides and video recordings for ongoing reference • Set up office hours or support channel for post-training questions |
| 15. Launch Full Team Rollout | 4h | Go live with the full CS team with monitoring and rapid response to issues. End state: Platform live in production with all CSMs actively using it. • Communicate go-live date and expectations to full CS team • Disable or archive legacy tracking systems (spreadsheets, manual processes) • Monitor platform usage and adoption metrics during first 2 weeks • Hold daily standups during first week to address issues quickly • Track and resolve any bugs or data issues immediately • Celebrate quick wins and share success stories to drive adoption |
| 16. Conduct Admin and Operations Handoff | 3h | Transfer platform ownership and administration responsibilities to client CS Operations team. End state: Client self-sufficient with admin capabilities and documented runbooks. • Transfer admin credentials and access to client CS Ops team • Deliver documentation package: configuration settings, integration architecture, troubleshooting guide • Train CS Ops admin on: user management, reporting updates, playbook modifications • Document common maintenance tasks and how to perform them • Provide escalation path for vendor support issues • Schedule 30-day and 60-day check-in calls for post-launch support |
Summary
- Total Milestones: 2 (56h + 24h)
- Total Task Lists: 3 (consolidated from 6 Parts)
- Total Tasks: 16 (one per Step)
- Total Hours: 80h
- Generated from: playbook_customer-success-platform-implementation.md
- Generated on: 2025-12-31