Customer success
The first thirty days.
A customer who has paid but not started is the most predictable churn in any subscription business, and usually nobody notices until the renewal does not happen.
Milestones, not a checklist
The three or four things that mean somebody is genuinely using this. A twenty-step checklist gets marked complete without being true.
Stalled is flagged early
Not reaching a milestone by an expected point raises it while intervention still costs an email rather than a rescue.
Support volume is a signal here
Lots of basic questions in week two means onboarding is not working. No contact at all can mean the same thing, and both are surfaced.
Customer success
The rest of this area.
The proactive half, sized for a small team rather than an enterprise function.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]