Customer
The Customer Team serves every Customer after the first acceptance: onboarding, support, retention, and the one Thread each Person has.
Agents fill its three seats from the first day.
What it owns
- Customers: Customer, Person, Survey.
- Communication: Conversation, Message, Thread, Channel, Mailbox.
How it runs
A new Customer starts Onboard a Customer. The Onboarding Specialist provisions the Tenant and does the setup itself: keys, imports, first runs. The Customer counts as activated at first value, not at signup.
Every hand step is counted, and the third repeat of one becomes an Issue for the Product Team. Work that does not scale shows the Startup what to automate next.
Each Person has one Thread across every Channel. A new Conversation starts Answer a message: the Customer Lead reads the Thread and the records, answers from the record, and fixes the cause.
The Customer Lead owns every Mailbox the Startup sends from. No two Workflows write to one Person unseen, so a sales follow-up never lands on an open complaint.
Every day the Silence watch finds Customers quiet for twice their usual interval and writes once, about their last failed step. A cancel starts Save and win back: one step, one question, a full export, and one win-back after the cause is fixed.
Refunds go to the Billing Specialist and wait out their one-way delay window. Privacy requests go to the Privacy Officer, and expansion signals go to the Sales Lead.
Roles
| Role | Definition |
|---|---|
| Customer Lead | The Customer Lead owns every Conversation and the single Thread each Person has with the Startup. |
| Onboarding Specialist | The Onboarding Specialist gets each new Customer to first value, doing the setup by hand until the Startup automates it. |
| Success Manager | The Success Manager keeps Customers: it catches silence early, rescues once, makes cancelling one step, and wins back once. |
Processes
Plays
| Play | Runs as | Definition |
|---|---|---|
| Keyless signup | Onboarding | Keyless signup lets an Agent call and pay on first contact, with no key and no signup, through a priced payment-required reply. |
| Run beside | Onboarding | Run beside does a buyer’s work in parallel with their current tool and shows the daily difference until it reaches zero. |
| Starter setups | Onboarding | Starter setups give a new Customer three ranked, working setups copied from ones other Customers share. |
| Usage upsell | Retention | Usage upsell suggests the next Price tier when usage nears its Limit, accepted in one click and charged pro rata. |
| Next outcome | Retention | Next outcome offers the next Service a Customer needs at the moment it comes due, such as an annual filing after a formation. |
| Annual prepay | Retention | Annual prepay offers a capped discount for annual or committed-use terms once a Customer has renewed or stayed steady. |
| Agent step | Retention | Agent step offers an Agent that does a step a Customer keeps doing by hand, priced per accepted run. |
| Signal expansion | Retention | Signal expansion turns a Customer’s hiring or a champion’s job change into an expansion Offer, a save, or a warm Sequence at the new Organization. |
Metrics
| Metric | Definition |
|---|---|
| First response time | Median seconds from a Customer’s Message to the first answer. |
| Resolution time | Median hours from a new Conversation to the fix. |
| Churn rate | Share of Subscriptions active at the start of a month that end during it. |
| Save rate | Share of cancellation attempts that end with the Customer staying. |
| Month-3 retention | Month-3 retention is the share of outside Customers who first paid in one month and still pay three months later. Owner: Customer Lead. |
| Net revenue retention | Net revenue retention is this month’s revenue from outside Customers who paid twelve months ago, divided by their revenue then. Owner: Customer Lead. |
| Logo churn | Logo churn is the share of outside Customers paying at the start of a month who stop paying by its end. Owner: Customer Lead. |
| Repeat purchase rate | Repeat purchase rate is the share of outside Customers who place a second paid Order within 90 days of their first. Owner: Customer Lead. |
| First response time | First response time is the median business hours from a Conversation’s first Message to its first answer. Owner: Customer Lead. |
| First responses on time | First responses on time is the share of Conversations first answered before their respondBy time. Owner: Customer Lead. |
| Expansion revenue | Expansion revenue is the recurring revenue outside Customers paying at the window’s start add in it: more units, a higher Price or another Offer. Owner: Success Manager. |
| Save rate | Save rate is the share of outside Subscriptions marked ending in the window that the Customer kept before the period closed. Owner: Success Manager. |
| Resolution time | Resolution time is the median business hours from a Conversation’s first Message to a resolution that held for 7 days. Owner: Customer Lead. |
| Agent resolution rate | Agent resolution rate is the share of Conversations an Agent resolved, with no Human Task, that held for 7 days. Owner: Customer Lead. |
| Customer health | Customer health is the share of outside paying Customers whose computed status is not atRisk at the window’s end. Owner: Success Manager. |
| Time to first value | Time to first value is the median days from a Customer’s first payment to their first finished core task. Owner: Onboarding Specialist. |