The Customer Success Playbook for Solo Founders

Short summary

A former enterprise CS leader shares a practical customer success playbook for solo SaaS founders managing 30-150 customers. Includes a five-signal health scoring system, four automated intervention triggers, and a 14-day rescue sequence for critical accounts. Reports a 65% save rate across 23 at-risk accounts using this approach.

• •Five-signal health score (activation, usage breadth, sentiment, champion engagement, billing) checkable in 15 min/week
• •Four intervention triggers: usage drop, feature adoption, support escalation, champion change
• •14-day rescue sequence for critical accounts achieved 65% save rate across 23 at-risk accounts

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