# Customer Success Playbook & KPI Dashboard  

## 1️⃣ Overview  
A single, ready‑to‑use Notion workspace that gives SaaS Customer‑Success (CS) teams:  

* A searchable SOP library so anyone can find the right playbook in seconds.  
* Real‑time health‑score & usage metrics that update via CSV/Zapier sync.  
* A renewal pipeline that surfaces at‑risk renewals and tracks probability.  
* A one‑click executive report that pulls the latest KPI numbers for leadership.  

All data lives in **five linked databases** with pre‑configured views, filters, and roll‑ups.  

> 💡 Tip: Duplicate the “Executive Report” page each month and rename it – the roll‑ups will automatically reflect the new month’s data.  

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## 2️⃣ Databases  

### 📚 SOP Library  
| SOP Name | Owner | Category | Last Updated | Link |
|----------|-------|----------|--------------|------|
| Onboarding New Customer | Alice M. | Onboarding | 2024‑03‑12 | https://www.notion.so/... |
| Quarterly Business Review (QBR) | Bob L. | Retention | 2024‑02‑28 | https://www.notion.so/... |
| Upsell Playbook | Carla R. | Growth | 2024‑01‑15 | https://www.notion.so/... |
| Churn Prevention Checklist | Dan S. | Risk Management | 2024‑04‑02 | https://www.notion.so/... |

*Relations*: Linked to **Customer Accounts** (Owner) and **Renewal Pipeline** (Owner) for easy lookup of who is responsible for each SOP.  

### 👥 Customer Accounts  
| Customer | Account Owner | Tier | Start Date | Contract End | Health Score | Current MRR |
|----------|---------------|------|------------|--------------|--------------|-------------|
| Acme Corp | Alice M. | Enterprise | 2022‑06‑01 | 2025‑06‑01 | 92 | $45,000 |
| BetaTech | Bob L. | Mid‑Market | 2023‑01‑15 | 2024‑01‑15 | 68 | $12,500 |
| Cloudify | Carla R. | SMB | 2023‑09‑20 | 2024‑09‑20 | 81 | $4,800 |
| DeltaSoft | Dan S. | Enterprise | 2021‑11‑05 | 2024‑11‑05 | 55 | $38,000 |

*Roll‑ups*: Avg Health Score (from **Usage Metrics**), Total MRR (sum of **Usage Metrics**).  

### 📈 Usage Metrics  
| Customer | Active Users | Feature A Usage (hrs) | Feature B Usage (hrs) | Last Sync |
|----------|--------------|----------------------|----------------------|-----------|
| Acme Corp | 312 | 1,240 | 980 | 2024‑06‑25 |
| BetaTech | 84 | 210 | 95 | 2024‑06‑25 |
| Cloudify | 27 | 45 | 30 | 2024‑06‑25 |
| DeltaSoft | 198 | 560 | 420 | 2024‑06‑25 |

*Formula*: **Health Score** = (Active Users ÷ Max Users) × 0.4 + (Feature A Usage ÷ Target A) × 0.3 + (Feature B Usage ÷ Target B) × 0.3.  

> 💡 Tip: Set up a Zapier “New CSV Row” trigger to push daily usage exports into this table, then let the formula recalc automatically.  

### 🔄 Renewal Pipeline  
| Customer | Renewal Date | Renewal Amount | Stage | Owner | Probability |
|----------|--------------|----------------|-------|-------|-------------|
| Acme Corp | 2025‑06‑01 | $45,000 | Negotiation | Alice M. | 90% |
| BetaTech | 2024‑01‑15 | $12,500 | At‑Risk | Bob L. | 45% |
| Cloudify | 2024‑09‑20 | $4,800 | Early Talk | Carla R. | 70% |
| DeltaSoft | 2024‑11‑05 | $38,000 | Renewal Prep | Dan S. | 60% |

*Relation*: Links to **Customer Accounts** (Customer) and **Executive Report** (Owner).  

### 📊 Executive Report (Dashboard)  
| Report Date | Total MRR | Churn Rate | Net Retention | Avg Health Score | Top 3 Risks |
|-------------|-----------|------------|---------------|------------------|-------------|
| 2024‑06‑30 | $100,300 | 2.5% | 112% | 78 | BetaTech (At‑Risk), DeltaSoft (Low Health), Cloudify (Low Usage) |

*Roll‑ups*: Pulls totals from **Customer Accounts** and **Renewal Pipeline**, averages health scores from **Usage Metrics**, and auto‑lists the three customers with the lowest health scores.  

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## 3️⃣ Pre‑Configured Views  

| Database | View Name | Filters / Sort | Purpose |
|----------|-----------|----------------|---------|
| SOP Library | All SOPs | — | Master list |
| SOP Library | By Category | Group by **Category** | Quick navigation |
| SOP Library | Search | Full‑text search (Ctrl + F) | Find a playbook fast |
| Customer Accounts | All Accounts | — | Master roster |
| Customer Accounts | At‑Risk | **Health Score** < 70 | Spot customers needing attention |
| Customer Accounts | Health Score ≥ 80 | Sort by **Health Score** ↓ | Highlight champions |
| Usage Metrics | Usage Overview | — | Snapshot of all usage |
| Usage Metrics | Low Usage | **Feature A Usage** < 100 hrs OR **Feature B Usage** < 80 hrs | Identify adoption gaps |
| Renewal Pipeline | Upcoming Renewals | **Renewal Date** within next 90 days | Prioritize outreach |
| Renewal Pipeline | By Stage | Group by **Stage** | Visual pipeline |
| Executive Report | Monthly Snapshot | Filter **Report Date** = this month | One‑click executive view |

> 💡 Tip: Pin the “At‑Risk” view of **Customer Accounts** to the sidebar for daily monitoring.  

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## 4️⃣ Workflow & Automation  

1. **Daily Sync** – Use Zapier or Make.com to import the latest usage CSV into **Usage Metrics**. The health‑score formula updates instantly.  
2. **Health‑Score Alert** – Create a Notion reminder (or integrate with Slack) that triggers when a customer’s Health Score drops below 70. The reminder links directly to the **Customer Account** page.  
3. **Renewal Reminder** – A weekly filtered view of **Renewal Pipeline** (Renewal Date ≤ 30 days) is shared with the CS manager.  
4. **Executive Report Generation** – Duplicate the “Executive Report” page, set the **Report Date** to the current month, and the roll‑ups populate automatically. Export as PDF for leadership.  

> 💡 Tip: For teams that prefer visual Kanban, switch the “Renewal Pipeline” view to a board grouped by **Stage** – drag cards to move deals forward.  

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## 5️⃣ SOP Library – How to Use  

* Each SOP page is a child page linked from the **SOP Library** table.  
* Inside a SOP page, include:  
  * **Purpose** – one‑sentence goal.  
  * **Step‑by‑Step Checklist** – toggle list for easy completion.  
  * **Metrics to Track** – which KPI(s) the SOP influences.  
  * **Owner & Review Cycle** – auto‑reminder set via Notion’s “Reminder” property.  

> 💡 Tip: Tag SOPs with the same **Owner** as the related **Customer Account**; Notion will surface the SOP in the account’s sidebar under “Related SOPs”.  

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## 6️⃣ KPI Dashboard – One‑Click Executive Report  

The **Executive Report** page contains:  

* **Total MRR** – roll‑up sum of **Current MRR** from **Customer Accounts**.  
* **Churn Rate** – formula: (MRR lost this month ÷ MRR at start of month) × 100.  
* **Net Retention** – formula: ((MRR at end + expansion) ÷ MRR at start) × 100.  
* **Avg Health Score** – average of the **Health Score** column from **Usage Metrics**.  
* **Top 3 Risks** – filtered roll‑up of customers with the lowest health scores.  

All numbers update automatically when source tables change. Export the page as PDF (⋯ → Export) and attach to the monthly leadership deck.  

> 💡 Tip: Set the page’s “Share” toggle to **Public** with a view‑only link and embed that link in your company’s monthly newsletter for transparent CS performance.  

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## 7️⃣ How to import into Notion  

1. **Download** this `.md` file to your computer.  
2. In Notion, click **+ New Page** → **Import** → select **Markdown & CSV** and upload the file.  
3. Notion will create a page hierarchy with all headings and tables.  
4. For each table (SOP Library, Customer Accounts, Usage Metrics, Renewal Pipeline, Executive Report):  
   a. Click the table → **⋯** (three‑dot menu) → **Convert to Database** → **Table – Full Page**.  
   b. Rename the database if needed (the default names match the headings).  
5. Re‑create the **Relations**:  
   * In each database, add a **Relation** property linking to the appropriate partner database (e.g., SOP Library → Customer Accounts → Owner).  
6. Add the **Formula** and **Roll‑up** properties as described in the “Workflow & Automation” section.  
7. Duplicate the **Executive Report** page for each month, set the **Report Date**, and you’re ready to go.  

> 💡 Tip: After conversion, use the **Duplicate** button on the top‑right of each database to create a backup before you start editing relations or formulas.  

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