SaaS Customer Success Operating Model Skill

Overview

Customer success is not support. CS is the revenue-protection and expansion engine that produces NRR (net revenue retention). For SaaS plans projecting NRR ≥ 100%, the CS operating model must be specified explicitly — touch model by segment, CSM ratios, health-score logic, onboarding pipeline, expansion playbook, save-protocol on cancellation.

Use When

• Section 08 (Operations) or Section 07 (Marketing/Sales) for any SaaS plan
• Plan projects NRR > 100% (needs an expansion engine)
• Existing CS organisation is reactive (support tickets only, no proactive engagement)
• Onboarding is unstructured (high CAC + low activation)

Do Not Use When

• The request belongs to the neighbouring route. Use the cross-sector meta skill when the decision is not specific to recurring-revenue SaaS economics or operations.
• The available evidence cannot support a responsible customer success operating model conclusion; return the evidence gap instead of inventing one.