Customer Success Department System

Every new customer enters as a card in the “Handover” column to be formally received from sales and to understand their goals and expectations as they were sold, then moves to “Onboarding” to begin actual use with steps documented on the card until they reach their first tangible value. After that they enter the “Follow-up” cycle with scheduled touchpoints whose outcomes are logged, and the customer's “Health” score is measured periodically from usage and satisfaction. Well before contract end, the card moves to “Renewal” with an early plan — no waiting for the customer's message; any issue beyond the account manager's authority is raised to “Escalation” for higher-level handling, and all accounts are reviewed periodically in “Review” to extract lessons.

Chat is the customer rescue channel: a sudden usage-drop alert or a complaint from a key customer — the response is coordinated immediately between the account manager, support, and sales. But the lasting record is on the card: who spoke with the customer, when, and what was agreed — so the customer never has to explain their problem to three different people.

Responsibility flows clearly: account managers own their customers' cards from handover to renewal and update the health score the moment it changes; the head of customer success reviews the scores weekly and leads escalations; and “Review” findings turn into improvements in the next customer journey — in onboarding, follow-up, or renewal timing.