02 · Customer Success & Product-Led Sales
The engineer who resolves a blocked build is the right person to present the plan that prevents the next one. We sell it, activate it, onboard it and renew it — and earn a share only when it converts.
Outcome-based commercials
48 hrs
Onboarding kickoff after activation
98%
Contact after activation target
9%
Revenue share on activations & renewals
23%
Flagged-account conversion (first quarter)
Why this exists
Premium support tiers fail for a predictable reason: the sales motion and the support motion belong to different teams. Sales cannot see who is stuck; support is not allowed to sell.
The customers most likely to buy — the ones who just hit a wall — are never offered the tier at the moment it would have helped. Meanwhile, accounts that did buy drift without onboarding and churn at renewal.
End-to-end motion
From the moment a customer is blocked to renewal — one team that sells, activates, onboards and retains.
Where your product flags a paying customer as eligible (frustration, churn risk, blocked build), the engineer resolves the immediate issue and, where your playbook applies, presents the tier, activates it in your tooling and hands over to a named technical account manager with the onboarding session booked before the case closes.
From segments you supply, through channels you approve (in-app, email from your domains, scheduled calls), using messaging you approve. Every contact and outcome logged.
Kickoff within 48 hours of activation; adoption plan with feature milestones.
Two to five scheduled check-ins per premium account per month, per your cadence.
Health-score monitoring, save plays, renewal outreach on managed accounts.
Operating model
Eligibility logic and conversion playbook come from you. Engineers on the support squads handle signal-led conversions in-flow. A separate success squad, or the same squad depending on volume, handles proactive outreach and scheduled engagement.
Activations and outcomes are visible in your tooling in real time; conversion, activation and onboarding SLA are reviewed monthly alongside support attainment.
Published targets
Conversion, activation and onboarding reviewed monthly alongside support attainment.
| Metric | Target |
|---|---|
| Contact after activation | Within 1 business day (98%) |
| Onboarding session held | Within 2 business days (98%) |
| Onboarding record complete | ≥98% of activations |
| Conversion on flagged accounts | Baselined in month 1, target set in month 2 |
| Premium-tier retention at renewal | Baselined, target set |
| Net revenue retention on managed accounts | Reported monthly |
Extend the line
Add enterprise CSM, renewals, SDR or win-back without changing the core motion.
Named CSMs, QBRs, health scores, executive check-ins. Per account.
A standalone line for accounts we did not sell. Revenue share on renewals.
Qualification, demos, handoff to your AEs. Per qualified meeting.
Re-engagement of churned accounts with approved offers. Per reactivation.
Commercials
Revenue share of 9% of subscription revenue on each premium-tier activation and each renewal, in addition to support fees.
Enterprise CSM per account; SDR per qualified meeting; win-back per reactivation.
Sample deliverable
A conversion record: the signal, the resolution, the tier presented, activation timestamp, TAM assigned and onboarding booked.
Twenty-three percent of flagged accounts converted in the first quarter. Our own team had been running at nine.
Redacted. Client and customer identifiers removed.
FAQs on customer success
No commitment either way
We'll map conversion signals, onboarding SLAs and revenue share to your numbers — operating plan in five business days.