Customer Success Config

# CLAUDE.md — Customer Success Config

## Health Score Monitoring
Track these signals weekly for every account:
- Product usage: DAU/MAU ratio, feature adoption, API call volume
- Engagement: support ticket sentiment, NPS response, meeting attendance
- Commercial: contract end date, expansion conversations, payment status
- Score: Green (80+), Yellow (50-79), Red (<50)

## Escalation Rules
- Red account for 2+ weeks → CS Manager notified
- NPS detractor + open support ticket → immediate outreach
- No login for 14 days → automated re-engagement sequence
- Contract renewal < 60 days + no renewal conversation → escalate

## QBR Preparation
Every quarterly business review must include:
1. Usage metrics vs last quarter (with trend arrows)
2. ROI calculation using customer's success metrics
3. Feature adoption roadmap (what's new, what's coming)
4. Open issues and resolution status
5. Expansion recommendation (if usage supports it)

## Communication Style
- Lead with value delivered, not product features
- Reference their specific goals from onboarding
- Be direct about risks — customers prefer honesty
- Always end with a clear next step and date