Client Success Pipeline — EyeFly Digital. Client Launched through Retained or Churned.

Client Success Pipeline

Primary KPI: Churn Rate
Client Launched from Client Ops Pipeline
  • Create Slack channel, send welcome, schedule onboarding call within 48 hrs
  • Onboarding call: align on KPIs, lead delivery, and first 30-day expectations
  • 5-minute response standard — acknowledge every message, even if the answer isn't ready

Done when: Call complete, client acknowledges first lead batch.

Onboarding CSM Lead (Regina) Days 1–7
  • Celebrate first qualified lead or booked appointment
  • Payment reminder 3 days before first billing date
Weekly Cadence (all active stages)
Mon — Loom: scorecard (targets, actuals, next actions) Wed — Voice note: mid-week check-in Fri — Loom: recap, constraint, roadmap

Done when: 30 days complete, client engaged, first payment confirmed.

Month 1 CSM Lead (Regina) Days 1–30
At Risk
  • Triggers: 2+ weeks declining metrics, complaint, or payment issue
  • Escalate internally within 24 hrs — schedule client call within 48 hrs
  • Present specific recovery plan with clear timeline
  • Daily monitoring for 2 weeks post-recovery

Returns to active stage if resolved. Moves to Churned if not.

  • Monthly value summary — highlight one specific result before payment date
  • Preview next month's focus and deliverables
  • Payment reminder paired with a client win

Done when: 60 days complete, client renewed, no open churn signals.

Month 2 CSM Lead (Regina) Days 31–60
  • 90-day review call — document wins, present roadmap for months 4–6
  • Payment reminder with full journey summary
  • Identify upsell: expanded budget, new market, or additional service

Done when: 90-day review complete, client committed to next phase.

Month 3 CSM Lead (Regina) Days 61–90
  • Monthly client call — scheduled in advance, every 30 days
  • Bi-weekly data check: CPL, lead volume, bot performance, client feedback
  • Flag any 2-week performance decline before the client notices

Client stays here while healthy and retained.

Happy Client CSM Lead (Regina) Churn Rate ✓
Paused
  • Pause campaigns, confirm in writing
  • Check in every 14 days
  • 60+ days paused → convert to Churned

Returns if reactivated. Converts to Churned at 60 days.

  • Pause campaigns, revoke access, archive files, log churn reason
  • 30-day and 90-day win-back outreach

Terminal unless client returns — restart at Client Ops Onboarding.

Churned CSM Lead (Regina)
Active stage
Retained
Terminal
Branch
Trigger / input
Client Success Pipeline · EyeFly Digital