◌ Customer Success
Customer Success is a Revenue-phase founder capability in the SKILLOS registry (category: original). Cross-references: 4 frameworks, 4 key metrics, 5 templates, 2 case studies, 3 mastery signals. Substrate applicability: 197 countries × 60 verticals × 99 SKILLOS sectors.
🔧 Frameworks
- Time-to-First-Value (TTFV) Framework
- Churn Prevention Playbook
- NPS / CSAT / CES Measurement Stack
- Customer Health Scoring
📊 Key Metrics
- Net Revenue Retention >110%
- Time-to-first-value vs. cohort baseline
- Churn by tenure segment (30/60/90 day)
- Expansion revenue % of total
📋 Templates
- Onboarding flow map
- Health score rubric
- QBR presentation template
- Churn post-mortem format
- NPS survey cadence
💡 Case Studies
Time-to-first-resolved-ticket became Zendesk's core activation signal; accounts resolving within 24 hours retained at 87% at 6 months vs 43% for those who didn't
Fred Reichheld's research across 400 companies found that a 5% increase in customer retention increases profits by 25–95%
Churn analysis must be segmented by WHEN it happens. Early churn (Day 0–30) = onboarding failure. Mid-term churn (Day 30–90) = value gap. Late churn (90+) = competitive displacement. Each needs a different intervention.
🎯 You've mastered this when…
- NRR >110% = negative churn
- Customers add seats/volume without sales involvement
- Churned customers attempt to return
Related skills in the Revenue phase
Frequently asked about Customer Success
What phase of the founder journey does Customer Success belong to?
It is a Revenue-phase skill in the SKILLOS registry. The seven phases are Foundation, Discovery, Capital, Build, Growth, Revenue, and Scale.
What are the most useful frameworks for Customer Success?
The four canonical frameworks are: Time-to-First-Value (TTFV) Framework; Churn Prevention Playbook; NPS / CSAT / CES Measurement Stack; Customer Health Scoring.
How do I know when I have mastered Customer Success?
Mastery signals include: NRR >110% = negative churn; Customers add seats/volume without sales involvement; Churned customers attempt to return.
Which sectors does this skill apply to?
All 99 SKILLOS sectors — from AI & Machine Learning to Emerging Consumer Technology. The skill applies across every vertical in AJG's substrate of 197 countries and 60 commerce verticals.