Operating System 04
For: VP Customer Success · VP Revenue
From reactive to expansion-ready.
The Problem
Customer base grows → expansion doesn't. Success team is reactive. NRR flatlines. Expansion depends on which CSM the account has.
The Solution
Account OS + Health Score + Expansion Playbook. Weekly coaching. Result: Expansion repeatable. NRR +15%.
Components
Four components. One Account OS.
01
Account Operating Model
Per customer profile. Defined touchpoints, health signals, escalation paths. Every CSM operates the same way, regardless of tenure.
02
Health Score
Real-time signals. Automated alerts. No more 'we should have caught this earlier' moments. Proactive, not reactive.
03
Expansion Playbook
Documented, repeatable. Step-by-step expansion motion. Any CSM can execute it. Revenue doesn't depend on the senior person.
04
VoC Loop
Voice of customer → product backlog. Closed loop. Customer signals captured, categorized, routed. Product team acts on real patterns.
Results at Week 18
What changes.
- NRR: +15% typical
- Expansion revenue documented + repeatable
- Retention sustainable regardless of CSM rotation
- VoC loop closes: customer signal → product backlog
- Health score proactive: no more surprise churn
Investment
PROJECT
$10K–$15K
4–8 weeks · Account health audit + quick fix
EXPEDICIÓN
$50K–$100K
18 weeks · Full Account OS + SUMAON Y1
RETAINER
$70K–$150K/yr
Annual · Ongoing coaching + evolution
Get a FREE account health scan
30 minutes. We identify where expansion is leaking and what it's costing in NRR.
Schedule a discovery call