Customer Success And Retention

Description

Comprehensive customer success and retention expertise combining onboarding, health scoring, churn prevention, retention strategies, and LTV maximization. Use when designing customer onboarding flows, reducing churn, building health scores, creating retention systems, designing upsells, or improving customer lifetime value. Covers proactive engagement, cancel flows, dunning, re-engagement, and ...

What this skill does

1. 1Designs onboarding milestones mapped to D7 and D30 retention impact, with activation sequence and time-to-value targets.
2. 2Builds a customer health score model across usage frequency, feature depth, engagement, satisfaction, growth, and relationship signals.
3. 3Creates cancel flow logic — exit survey, reason-to-offer mapping, save offer types (discount, pause, downgrade) — with save rate targets.
4. 4Produces a dunning sequence for involuntary churn: pre-dunning alerts, smart retry logic, and four-email recovery cadence.
5. 5Maps re-engagement triggers by dormancy duration with channel, copy, and frequency rules to bring lapsed users back.

When to use

• Your monthly churn is above benchmark and you need a structured playbook to diagnose and reduce it.
• You want to add a cancel flow with a save offer that matches the customer's stated reason for leaving.
• You are building or improving customer health scoring and need a weighted model with action thresholds.
• Payment failures are silently cancelling accounts and you need a dunning sequence to recover them.

Frequently asked questions