Customer Success
Onboarding, support, retention.
How we onboard, support, and retain customers.
Status
Section titled “Status”Scaffold-stage. Currently founder-led. As we hire CS, this gets filled in.
The pages (pending)
Section titled “The pages (pending)”| Page | What’s in it |
|---|---|
| Onboarding Playbook (pending) | First 30 minutes, first day, first week — what we do to ensure success |
| Support Runbooks (pending) | Common tickets and how to resolve |
| Common Questions (pending) | Feeds into the public docs FAQ at docs.cmmd.ai |
| Health Scoring (pending) | How we know if a customer is going to churn |
| QBR Template (pending) | When a customer is large enough for a quarterly business review |
CS principles
Section titled “CS principles”- The 30-Second Rule applies to onboarding too. A new customer must feel value within 30 seconds of first login.
- Proactive over reactive. We reach out when usage drops, not when they churn.
- Founder reads every support ticket until we have 100+ customers. That’s our QA loop.
- Bugs go through App — Feedback, not Zendesk.
Today’s CS motion
Section titled “Today’s CS motion”- Welcome email + 1:1 founder call for first 50 customers
- In-app chat for support (response within 4 business hours)
- App — Feedback for bug reports and feature requests
- Public docs at docs.cmmd.ai (planned)
Related
Section titled “Related”- Sales — the handoff
- App — Feedback — where customer feedback goes
- Positioning — the promise we made
- Vulnerability Disclosure Policy — security reports