The CS Operating Maturity Diagnostic scores your Customer Success organisation across 8 operating dimensions, surfaces your top three gaps, and delivers a 90-day plan tailored to your tier, from foundation to AI-native.
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Whether your book is intentionally tiered and whether coverage matches contract value, expansion potential, and risk.
Whether your health score is a leading indicator, calibrated against actual churn, or theatre dressed up as a dashboard.
Whether the first 90 days run on a deterministic playbook with measured TTV, or on hand-waved goodwill.
Whether you can name the four people who actually control renewal, or whether you only know the champion.
Whether your 90/60/30-day forecast holds inside ±5% and whether CS owns expansion explicitly, not by influence.
Whether a Sev 1/2 account triggers a sequenced, exec-tested protocol, or whether everyone improvises in Slack.
Whether QBRs produce decisions and quantified ROI, or status slides with adoption screenshots.
Whether you have a sequenced AI roadmap with production use cases, or a Slack channel of vendor demos.
"The median SaaS company loses 13% of ARR to churn and downsell every year. Top-decile retention orgs lose less than 4%."
, SaaS Capital Retention Benchmarks, 2024
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