Slide 1 — Title
- Role (CCO / VP CS / first CS leader / other):
- Name:
- Period start:
- What is already broken (one sentence):
Slide 2 — The three windows
- Days 1–30: Audit the book and the post-sale journey
- Days 31–60: Charter, numbers, coverage
- Days 61–90: Visible standards (not a reorg costume)
Slide 3 — Days 1–30
Goal: see the book as it is.- Health by segment vs reality (NPS/CSAT/score):
- At-risk accounts and why:
- Share of book with a strategic touch in 90 days:
- Sales → CS drop-offs:
- Onboarding by segment:
- Success plans: exist / visible / theater:
- Expansion owner vs CRO:
- Time spent: success vs support vs admin:
Slide 4 — Days 31–60
Goal: name what CS owns—and does not.- Charter (own / partner / not):
- Engagement standards:
- Renewal home · upsell home · pay rule:
- QBR depth and frequency:
- CS → Product loop:
- GRR / NRR / churn language with Finance:
- Health formula owner:
- Coverage change (segment vs generalist):
Slide 5 — Days 61–90
Goal: prove it in the CRM and with customers.- QBR shape on which accounts:
- Onboarding relaunch (packet / milestones):
- What Sales can now see (at-risk / health):
- Book reassignments (from which insight):
- Sales / Marketing / Product named asks:
- Hires: yes/no and the capacity sentence:
Slide 6 — We will not do in 90 days
- Reorg:
- Tool rip-and-replace:
- Agency as strategy:
- Other: