Is your CS function built to retain?

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.