Customer Success.
How we onboard, run, and grow PerkUp accounts. Account playbooks, the sales-to-CS handover, customer references for live calls, and the AI skills CSMs use day to day.
Lead: Thomas
In this section
Account Playbooks
How we run an account from kickoff through renewal — cadence, milestones, and the moments that matter.
Sales → CS Handovers
Per-account handover notes. The 11 most recent customers we've taken over from sales.
Customer Onboarding
The first 30 days — what we cover, how we run kickoff, and the artifacts we leave with the customer.
Call-Ready References
Customers happy to take a reference call. Who, segment, story, and contact path.
The CS Team
Who's on customer success, who owns what, and how we cover for each other.
Tooling
The CS stack — what we use for health, comms, and reporting.
Case Studies
Written customer stories — outcome, what changed, and which segment they map to.
CSM Skills
The eight Claude Code skills CS uses — account prep, health checks, handover packets, follow-up drafts.
How we run CS
Speed of response is the product.
The customer's first signal on whether PerkUp is a real partner is how quickly they hear back. Default is same-day on anything material; explain the delay only if it actually takes longer.
One owner per account.
Every account has one CSM who runs it end-to-end. Coverage is fine; ambiguous ownership is not — the customer should always know who picks up the phone.
Run the playbook, then bend it.
Defaults exist for a reason; deviating without writing down why turns into folklore the next CSM can't audit. Tweak the cadence per account, leave the rationale in the handover.
The handover is the artifact.
If sales-to-CS or CSM-to-CSM moves don't leave a written handover, the account effectively starts from zero. The handover is how the team scales.
Surface risk early.
A surprised renewal conversation is the failure mode. Health signals — usage dips, exec changes, ticket spikes — go on the radar the day they show up, not at QBR time.
AI-first per skill.
Prep, follow-up drafts, and health checks have team skills. Start with the skill, then add the judgment — not the other way around.
Cadence
- Sales-to-CS handover (T-0): within 48 hours of close. Owner: AE. Output: handover doc under customers/handovers/ + scheduled kickoff.
- Kickoff (T+0): mutual close plan, success criteria, who-owns-what on the customer's side, first launch date on the calendar.
- First 30 days: weekly check-ins. Goal is the first successful campaign — see onboarding for the artifact list.
- Days 30-90: bi-weekly. Focus shifts from setup to expansion conversations and reference candidacy.
- Steady state: monthly. Health check run via
/csm-health-check. Surface anything off-pattern in #cs-pulse. - Quarterly business review: outcomes, what changed since last QBR, the next 90 days. Run from the playbook.
- Renewal window: open 120 days out. No surprise renewals — by 90 days out, the renewal answer should be predictable.
Quick links
- All handovers — most recent: Acuserve, Duarte, Flowcode, KLDiscovery, Pestshare, Wealthsimple, Yes&, Joe Johnson, Teem, Traka.
- Customer segments — map a new account to the closest analogue we already run.
- /csm-account-prep — pre-call prep brief from Attio, Granola, and recent comms.
- /csm-health-check — pull product usage, ticket volume, and exec changes into one signal sheet.
- /csm-handover — generate the CSM-to-CSM handover packet.
- /csm-follow-up-email — draft a CS follow-up after a meeting from the transcript.
Lead: Thomas. The CS hub is intentionally a pointer page — the account-specific material (handovers, references, case studies) lives under /customers/ because that's where the durable customer records sit. This page is the front door for the function and how we work.