capacity
CustomerSuccessOperatingModel
Brazil
LATAM
The Challenge
Customer success lacked a structured operating model, leading to inconsistent onboarding and retention risks across a growing client base.
Approach
- Audited onboarding and support touchpoints across customer segments
- Designed lifecycle workflows and success criteria for each stage
- Built VIP success plans and escalation paths
System Design
- Customer Success operating model with team structure and playbooks
- Standardized onboarding and enablement framework
- Lifecycle reporting cadence and health tracking
Data Sources
CSAT surveys
Platform usage analytics
Support tickets
Account health checks
Outputs
- Onboarding playbooks
- Lifecycle workflows
- VIP success plans
- Monthly success reports
Decision Impact
Built the CS function with team structure, playbooks, and lifecycle workflows
Managed 30+ VIP customers with 90% CSAT
Standardized onboarding, reaching 90% positive feedback
Adoption & Cadence
Adopted by the Customer Success team and leadership to guide onboarding, support, and retention.
Governance
Owned by Customer Success with cross-functional input from Product, Sales, and Support.
Tools Used
CRM
Customer Success platform
CSAT surveys
Usage analytics