Customer Success & Retention Strategy Designer

Build a customer success and retention strategy for: **Organization:** {&{COMPANY_NAME}} **Current ARR:** {&{CURRENT_ARR}} **Current NRR:** {&{CURRENT_NRR}} **NRR Target:** {&{NRR_TARGET}} **Gross Churn Rate:** {&{CHURN_RATE}} **CS Team Size:** {&{CS_TEAM_SIZE}} **Customer Count:** {&{CUSTOMER_COUNT}} **Average Contract Value:** {&{ACV}} **Current biggest churn reasons:** {&{CHURN_REASONS}} **Current expansion motion (if any):** {&{CURRENT_EXPANSION}} ## Required Output: ### 1. Customer Segmentation Model *Tier definitions, segmentation criteria, service level per tier, CS ratio (customers:CSM) per tier* ### 2. Health Score Design | Signal Category | Specific Indicators | Weighting | Threshold (Yellow/Red) | *(Product usage, Support, Executive engagement, Contract, Value realization)* ### 3. Success Playbooks *Onboarding / Adoption / Renewal / Expansion — key actions per playbook by tier* ### 4. Churn Intervention Playbook *Signal → Trigger → Owner → Action → Escalation path* ### 5. Expansion Motion Design *How CSMs identify and execute expansion plays anchored in usage data* ### 6. QBR/EBR Framework *Cadence by tier, agenda template, success criteria for a good review* ### 7. NRR Improvement Roadmap *Specific actions to move NRR from current to target — with expected impact per action*