Customer Success and Expansion Program

Upcoming worked example — This story depends on a health-scoring
model, churn-risk detection, NPS/CSAT collection, and a dedicated
customer-success agent. Each of those is on the roadmap. The
supporting infrastructure (work items, knowledge base, channels,
accounting) ships today, so a partial version of this program can be
run by hand while the substrate is built.

Aim: Grow the Business → Objective: Increase net revenue
retention to 120%+ → Initiative: Build a customer success and
expansion program that turns the installed base into next year's growth

Fits well at: $1M–$25M businesses with a meaningful customer base and
room to grow each account. Equally relevant in a Grow context (expansion
as a motion at scale) and a New Line context (use the existing base to
validate adjacent products and seed cross-sell before going to market
cold). The program is the same either way; the emphasis shifts from
upsell to discovery depending on the aim.

What this is

A unified system for retaining, deepening, and expanding the customers
you've already won. It brings customer health scoring, structured QBRs,
expansion playbooks, churn-risk early warning, NPS tracking, and
advocacy programs into one customer record per Account — shared between
Customer Success (who owns retention and adoption) and Sales (who owns
expansion). The goal is not "keep customers happy." It's to make the
installed base the single largest contributor to next year's bookings.

In a Grow context, the program scales expansion-as-a-motion: every
account has a health score, a next-best-action, and a dollar-weighted
expansion opportunity visible in the pipeline. In a New Line context,
the same infrastructure surfaces which accounts are best positioned to
pilot an adjacent product — because you already know their usage,
satisfaction, and propensity to expand.

What "done" looks like

• A health score for every account, computed weekly from usage, support
  tickets, NPS, payment history, and engagement signals

• A churn-risk early-warning system that surfaces at-risk accounts before
  renewal

• Structured QBRs on the calendar, with pre-built agendas drawn from the
  account's health data

• An expansion pipeline — upsell, cross-sell, and seat-expansion
  opportunities tracked per account with weighted revenue

• NPS or CSAT collection integrated into the customer lifecycle

• An advocacy program that identifies and activates promoters (case
  studies, referrals, references)

• A weekly customer-health digest posted by the agent, with at-risk and
  expansion-ready accounts surfaced

• A renewal forecast that feeds the revenue model

The work, decomposed

• Sub-objective: Score → define health dimensions, weight them, compute
  weekly, surface trends

• Sub-objective: Retain → churn-risk detection, intervention
  playbooks, renewal preparation

• Sub-objective: Expand → expansion opportunity identification,
  pipeline management, QBR-driven upsell

• Sub-objective: Listen → NPS/CSAT collection, theme synthesis,
  closed-loop follow-up

• Sub-objective: Advocate → promoter identification, case study
  pipeline, referral program

How it runs in HAPPEE

Agents involved

• Customer success agent. Owns the health model. Runs the weekly
  health pass across all accounts, computes scores, posts the digest in
  #customer-success, prepares QBR decks, and drafts intervention plans
  for at-risk accounts. When the first health pass completes, the agent
  offers to make this a standing weekly cadence — and from then on, the
  digest just appears every Monday morning.

• Sales agent. Owns the expansion pipeline. Picks up expansion
  signals from the health model, qualifies opportunities, prepares
  proposals, and runs the expansion pipeline alongside net-new deals.
  Coordinates with CS on QBR timing so expansion conversations land at
  the right moment.

• Finance agent (Alex). Folds renewal and expansion forecasts into
  the revenue model. Tracks net revenue retention, gross retention, and
  expansion ARR as separate time series. Flags accounts where contraction
  risk outweighs expansion upside.

• Research agent. Synthesizes NPS verbatims and support themes into
  the Knowledge Base. Surfaces product-gap patterns across accounts — the
  kind of signal that feeds a new-line validation effort.

Where the work lives

• Directory — one record per account with health score, NPS,
  renewal date, expansion pipeline, and full interaction history

• Tracker — expansion opportunities as work items in an "Expansion"
  pipeline (identified → qualified → proposal → negotiation → closed);
  at-risk accounts as work items in a "Retention" stream

• Knowledge Base — health-scoring methodology, QBR playbook,
  intervention playbooks, NPS theme synthesis, case study drafts

• Financial Models — renewal and expansion forecast integrated into
  the revenue model; net revenue retention modeled as a driver

• Analytics time-series — health scores over time, NPS trends,
  churn rate, expansion ARR, gross and net retention, QBR completion rate

• Dashboards (Live Views) — customer health dashboard (scores,
  trends, risk distribution), expansion pipeline, NPS tracker

• Channels — #customer-success for the weekly digest, QBR prep
  threads, escalation discussions

• Recurring meetings — QBRs per account on a quarterly cadence;
  weekly internal CS review; monthly expansion pipeline review

• Notifications — mobile push when a health score drops below the
  intervention threshold or when an NPS detractor response arrives

Rhythms

• Weekly — customer success agent runs the health pass, posts the
  digest in #customer-success with at-risk and expansion-ready accounts
  highlighted. Internal CS review meeting.

• Monthly — expansion pipeline review; NPS theme synthesis published

• Quarterly — QBRs with top accounts, prepared from health data and
  usage analytics

Data flows

• Usage signals + support tickets + NPS + payment history → health
  score model → weekly digest → intervention or expansion action

• Expansion opportunities → pipeline → revenue forecast → board
  reporting

• NPS verbatims → theme synthesis → product roadmap input

• Health score trends → churn prediction → renewal forecast adjustments

• QBR outcomes → account plan updates → next-quarter expansion targets

Before HAPPEE vs. with HAPPEE

Day in the life

Monday, 7:15am. The customer success agent's weekly health digest lands
in #customer-success. Eighteen accounts scored: fourteen green, two
amber, two red. One red account — Greenfield Partners — dropped from 82
to 54 in a single week: three support tickets opened, usage down 40%,
and their primary contact hasn't logged in since the 15th. The agent has
drafted an intervention plan: a same-day call from the owner, a
concierge check-in offer, and a tentative QBR pull-forward to next week
instead of next quarter.

The other red flag is a renewal in 45 days with no QBR scheduled. The
agent has already proposed three time slots based on the contact's
calendar patterns.

On the expansion side, two accounts are flagged green-plus: both are at
plan limits, usage is climbing, and the health score has been above 90
for three consecutive months. The sales agent has draft expansion
proposals ready — one for a seat upgrade, one for a cross-sell into the
new product line the team piloted last quarter. The owner reviews both
over coffee, adjusts the pricing on one, approves the other, and the
sales agent sends them before 9am.

By Friday, Greenfield has responded to the outreach — the issue was a
team reorganization, not dissatisfaction — and the QBR is rescheduled.
The seat-upgrade deal closes. Alex updates the expansion ARR forecast
and posts the net revenue retention number for the month: 118%, up from
112% last quarter. The customer success agent asks: "Want me to keep
running the weekly health pass as a standing cadence?" The owner says
yes. It just runs from now on.

Related Initiatives

• Build an outbound sales motion
• Pricing and packaging refresh
• Marketing analytics and attribution
• Hire and onboard the next sales cohort
• Validate and launch an adjacent product line

Features in play: Directory · Tracker · Workflows · Knowledge Base · Financial Models · Analytics & Dashboards · Channels · Meetings · Notifications · Reminders & Decisions · Agents