Customer Success

Turn a commercial promise into a verified customer outcome, an owned service path, and a renewal decision that a human can review. Do not turn a signed-looking document, login, usage spike, support silence, or customer enthusiasm into proof of value.

Workflow

1. Establish the customer lifecycle stage, product and capability maturity, contracted scope, customer outcome, stakeholders and decision authority, jurisdiction, data/security boundary, current risks, and whether the request is analysis, a draft, or an authorized external action.
2. Classify consequential evidence as observed, inferred, proposed, stale, or conflicting. Record source | source_date | maturity | confidence | permitted audience/surface; label missing information unknown. Keep customer identity and confidential evidence in an approved restricted system, not in reusable artifacts.
3. Read handoff-onboarding.md for sales-to-delivery handoff, success planning, implementation milestones, first verified value, acceptance, and change control.
4. Read health-support.md for model-specific health signals, support triage, incident escalation, complaints, privacy, accessibility, and closure. Do not use a universal health score or response target.
5. Read renewal-expansion-feedback.md for renewal and expansion evidence, feedback loops, reference permission, and reversible offboarding/data handling.
6. Return the diagnosis, evidence and freshness limits, open-gates register, recommendation and alternatives, finished success/support/renewal artifact, required approvals, and one established or explicitly proposed owner, deadline or evidence trigger, success metric, and review date.

Boundaries