How Do I Integrate Customer Success into RevOps?
Extend RevOps beyond Closed/Won: standardize post-sale stages, health scoring, playbooks, and KPIs—run on one scorecard and cadence with Sales and Marketing.
Post-Sale Lifecycle & Handoffs
| Stage | Entry / Exit Criteria | Primary Owner | Key SLA | Playbook Trigger |
|---|---|---|---|---|
| Onboarded | Contract executed → kickoff; exit when milestones 1–N complete | Implementation / CS | Kickoff ≤ 7 days after Close | Implementation checklist + comms plan |
| Adopted | Usage & value KPIs achieved; success plan active | CSM | Health reviewed weekly | QBR template; advocacy/case study flags |
| At-Risk | Health score below threshold; objectives off-track | CSM + Escalation owner | Recovery plan ≤ 5 days | Save playbook; exec sponsor engaged |
| Expansion | Use-case wins; ROI validated | CSM + AE/AM | Expansion plan in current Q | Land & expand playbook; references |
| Renewed/Expanded | Contract executed | AM / CS Ops | Renewal motion 90–120 days out | Renewal checklist; risk review |
Data Contracts That Connect CS to RevOps
| Contract | Definition | System of Record | Who Signs | Gate to Production |
|---|---|---|---|---|
| Health Score | Weighted usage, adoption, support, sentiment | CS platform / warehouse | CS Ops + RevOps | Backtested; alert thresholds set |
| Renewal Date & Amount | Contracted ARR and term | CRM / CPQ | Sales Ops + Finance | Forecast tie-out ≤ 10–15% |
| Success Plan | Goals, milestones, owners | CS platform | CS Leadership | Template & QBR cadence live |
| Advocacy Flags | NPS, case study/ABM readiness | CS platform + MAP | Marketing Ops + CS Ops | Reverse ETL fields validated |
6-Step Rollout Playbook
| Step | What to do | Output | Owner | Timeframe |
|---|---|---|---|---|
| 1 | Add post-sale stages to lifecycle; define SLAs | Lifecycle spec v1 | RevOps + CS Ops | 1–2 weeks |
| 2 | Design health score & success plan templates | Health v1 + QBR pack | CS Ops | 2 weeks |
| 3 | Implement fields, workflows, reverse ETL | Data contracts in MAP/CRM/CS | Platform owners | 3–6 weeks |
| 4 | Launch single scorecard incl. NRR & health | One-truth BI dashboard | RevOps + Analytics | 1–2 weeks |
| 5 | Pilot with one segment; run weekly cadences | Measured lift vs. control | Segment GM + CS Lead | 6–12 weeks |
| 6 | Scale; add expansion/advocacy playbooks | Adopted CS-in-RevOps model | CRO/CCO + RevOps | Ongoing |
Post-Sale KPIs on the Revenue Scorecard
| Metric | Formula | Target/Range | Owner | Notes |
|---|---|---|---|---|
| Net Revenue Retention (NRR) | (Exp Rev Y2 ÷ Y1)×100 | 110–125%+ | CS Ops | Anchor metric for CS impact |
| Gross Revenue Retention (GRR) | Retained Rev ÷ Starting Rev | ≥ 90% (segment-specific) | CS Ops | Churn without expansion |
| Time-to-Value (TTV) | Days: contract → first value | Decreasing trend | Implementation | Correlates with retention |
| Health Coverage | Accounts with health ÷ total | ≥ 95% | CS Ops | Prereq for risk calls |
| Advocacy Rate | References/NPS promoters ÷ customers | Rising QoQ | Marketing + CS | Feeds ABM & pipeline |
Why TPG
We build post-sale into RevOps—health scoring, success plans, and renewal/expansion playbooks—wired to a single scorecard and governed lifecycle so Sales, Marketing, and CS operate as one system.
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Frequently Asked Questions
Define it in the warehouse/metrics layer, surface in the CS platform and CRM, and push segments back to MAP for advocacy and ABM.
Track expansion opportunities and advocacy flags from CS in CRM; attribute influenced pipeline via the warehouse model.
Add Onboarded, Adopted, At-Risk/Expansion, and Renewed; set entry/exit criteria and SLAs tied to playbooks.
Adopt data contracts and change control; integrate via iPaaS or warehouse with lineage and alerting.
Most teams pilot CS-in-RevOps for one segment in 8–12 weeks: lifecycle + health + scorecard + playbooks.