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

Business Pipeline › Client Success Pipeline

Client Success Pipeline

Primary KPI: Churn Rate
Client Launched from Client Ops Pipeline
  • Slack channel + onboarding call within 48h — align on KPIs and 30-day expectations
  • 5-min response standard — acknowledge every message
Onboarding CSM Lead (Regina) Days 1–7
  • Payment reminder 3 days before billing — celebrate first qualified lead
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
  • Escalate internally in 24h — schedule client call in 48h with recovery plan
  • Daily monitoring for 2 weeks post-recovery
  • Monthly value summary before payment — preview next month's focus
Month 2 CSM Lead (Regina) Days 31–60
  • 90-day review call — document wins and identify upsell opportunity
Month 3 CSM Lead (Regina) Days 61–90
  • Monthly call + bi-weekly data check — flag declines before client notices
Happy Client CSM Lead (Regina) Churn Rate ✓
Paused
  • Check in every 14 days — 60+ days paused → Churned
  • Revoke access, archive files, log reason — 30/90-day win-back outreach
Churned CSM Lead (Regina)
Active stage
Retained
Terminal
Branch
Trigger / input
Client Success Pipeline · EyeFly Digital