> ## Documentation Index
> Fetch the complete documentation index at: https://b2-b-playbook.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# CS-leadership 90 days

<img src="https://mintcdn.com/b2-b-playbook/8TjYHkeg5vZEv16F/assets/illustrations/worksheet-cs-leadership-90.webp?fit=max&auto=format&n=8TjYHkeg5vZEv16F&q=85&s=956e28a8f432da76dbab662eaa981022" alt="Slide 1 — Title; Slide 2 — The three windows; Slide 3 — Days 1–30" width="1600" height="900" data-path="assets/illustrations/worksheet-cs-leadership-90.webp" />

B2B Playbook working file. Read [CS-leadership ramp](../playbooks/08-lifecycle-and-customer-marketing/cs-leadership-ramp.md) first.

Paste each block into a Google Slides slide or a Google Doc heading. Rewrite every line in your facts. Delete this instruction slide.

Copyright © 2026 Ivan Xu. Private operating copy permitted. See LICENSE.

***

## 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:

***

## Slide 7 — Summary

| Window | Book | Journey | Numbers | Team |
| ------ | ---- | ------- | ------- | ---- |
| 30     |      |         |         |      |
| 60     |      |         |         |      |
| 90     |      |         |         |      |