# Osolix · Customer Success Runbook — v1

**Status:** Wave-B Foundation evidence · 2026-Q2
**Owner:** Customer Success Lead
**Audience:** CSM team + onboarding engineers
**Audit dimensions:** #21 Documentation & onboarding · #10 UX

This runbook is the operating manual for shepherding a new tenant from
signup to long-term success. The 0-30-90-day cadence aligns with the
SaaS industry standard for B2B activation.

## 1 · Day 0 — Welcome + signup
* Tenant signs up via `/signup` (1 minute, no credit card).
* Email verification fires (`email-verification` template).
* Auto-creates: tenant row + 1 admin user + Trial subscription tier.
* Atlas concierge greeting customised for `pricing` / `compare` / `roi` referrers.
* CSM receives Slack notification with the new tenant's profile.

## 2 · Day 1 — First-week activation checklist (auto-shown)
The OnboardingChecklist component on the Dashboard surfaces 6 setup
steps:
1. Set up master data (categories, custodians, suppliers, UoMs).
2. Define entity hierarchy (companies → divisions → departments → locations).
3. Configure access + workflows (DoA matrix + RBAC).
4. Invite the team.
5. Add the first asset (or import a sheet).
6. Run the first report.

CSM-side: each completed step fires a `customer.success.activation`
event; cohort metrics ship to the AI Governance dashboard.

## 3 · Day 7 — Activation review
* CSM checks: how many of the 6 steps complete?
* If < 3: schedule 30-min onboarding call, walk through bulk import.
* If 3–5: send video walkthrough package + customer-success email.
* If 6: send congratulatory email + offer monthly office-hours.

## 4 · Day 30 — First-month review
* CSM pulls: assets in register, depreciation runs, AI accept rate,
  number of users, most-used pages.
* Schedule a 60-min QBR with the customer's executive sponsor.
* Identify 2 features the customer hasn't activated yet → mini-demo.
* Solicit NPS — target ≥ 50.

## 5 · Day 90 — First quarter review
* Send the Audit Scorecard summary (their tenant's data → "your platform
  is at 95% pass; here's what to fix to get to 100%").
* Issue the first quarterly re-attestation reminder for any horizontal
  cert that's expiring.
* Suggest 1 additional solution module to upgrade (e.g., Lease for a
  customer who's been all-Maintenance).
* Renewal countdown banner appears at day 60 of subscription year.

## 6 · Anti-churn signals + responses

| Signal | Response |
|---|---|
| Login frequency drops > 50% week-over-week | CSM email within 48h: "Anything we can help with?" |
| AI accept rate drops > 30% in a week | Engineering ticket: investigate if a recent change broke a workflow |
| Subscription past-due | Auto-banner; CSM call at day 7 |
| User complains in chat about 1 specific bug ≥ 2 times | P1 internal ticket; weekly status to the customer |

## 7 · Renewal cadence

* Day 365 - 90: Renewal opportunity surfaces in CRM.
* Day 365 - 60: CSM sends "your year-in-review" with usage metrics.
* Day 365 - 30: Customer Portal flag for upcoming renewal; banner in-app.
* Day 365 - 14: Auto-bill via Stripe.
* Day 365 + 7: Confirm renewal completed; send thank-you email.

## 8 · Customer-tier playbook differentials

| Tier | CSM cadence |
|---|---|
| Free | Self-serve only; AI handles support; no human CSM unless a P1 incident |
| Starter | Quarterly check-in email; on-demand support |
| Growth | Monthly check-in call; dedicated Slack Connect channel |
| Scale | Weekly check-in call; named CSM + dedicated Slack channel + named SE |
| Enterprise (custom) | Quarterly executive briefing + custom SLA + on-site visits |

## 9 · Open items
* Build the per-tenant CSM dashboard surfacing activation cohort + churn signals.
* Auto-generate the year-in-review PDF from the audit + usage data.
* Wire the customer NPS survey → AI Governance feedback loop.