Milestone map
Milestone map
3 milestones
Set the baseline and design the function
2–3 weeks
Measure where customers stand today: NPS, churn and main support themes. Design the customer success function around what the data shows. A baseline is what makes improvement provable.
Proof required
Submit the baseline (NPS with response count, churn rate, top five issues) and a one-page design for the function: roles, segments and goals.
What gets checked
- Baseline measured from real customers
- Response counts and date ranges stated
- Design tied to the top issues
Common mistakes
- NPS from a handful of friendly customers
- No churn baseline
- A design copied from a template
Powstik Guide
A customer baseline and a function design.
Steps
- Survey customers for NPS and note response count.
- Calculate churn for a set period.
- Tag recent support tickets into themes.
- Design roles and segments around the top themes.
Template
Baseline (date range: ) NPS: responses: Churn rate: Top issues: 1. 2. 3. Function design: roles / segments / 90-day goals
What gets sent back
- A tiny or hand-picked survey.
- No churn figure.
- A design not tied to data.
Resources
Foundationstart here
Depthgo deeper
What a verifier looks for
- Check survey size and dates
- Check the churn calculation
- Check the design links to data
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Hire, write playbooks and launch
4–6 weeks
Hire or assign the team and write playbooks for onboarding, check-ins and at-risk accounts. Launch and track which accounts get which playbook. Playbooks turn good intentions into repeatable work.
Proof required
Submit the playbooks, team roles, and a launch log showing accounts covered and actions taken in the first month.
What gets checked
- At least three written playbooks
- Named people in each role
- Launch log with real accounts and actions
Common mistakes
- Playbooks nobody follows
- No at-risk process
- No record of actions
Powstik Guide
Three playbooks and a first-month launch log.
Steps
- Write onboarding, check-in and at-risk playbooks.
- Define what makes an account at risk.
- Assign every account an owner.
- Log every playbook action for a month.
Template
Playbook: (name) Trigger: Steps: Owner: Success looks like: | Account | Playbook | Action | Date | Outcome | |---------|----------|--------|------|---------|
What gets sent back
- No at-risk playbook.
- Unowned accounts.
- No action log.
Resources
Foundationstart here
Depthgo deeper
What a verifier looks for
- Read the playbooks
- Check the log against playbooks
- Check roles are filled
You'll sign in first, then come straight back here.
Show 90-day retention change, reviewed
2 weeks after day 90
After 90 days, compare churn and NPS with the baseline using the same method. Explain what changed and why. Defend the numbers to an experienced customer success leader.
Proof required
Submit before/after churn and NPS with the same method and period length, and review notes (250+ words) with the reviewer's background.
What gets checked
- Same method and period length as the baseline
- Change explained with evidence
- Reviewer has led customer success
Common mistakes
- Changing the calculation to look better
- Claiming credit for unrelated changes
- No review
Powstik Guide
A before/after retention report, reviewed.
Steps
- Recalculate churn and NPS the same way.
- List other things that changed in the period.
- Explain which playbook drove which change.
- Review with a customer success leader.
Template
| Metric | Baseline | Day 90 | Method | |--------|----------|--------|--------| Other changes in the period: Review session log Date: Duration: Reviewer name: Reviewer role and experience: Challenge 1 (attribution of the change): What they asked: My answer: Challenge 2: What they asked: My answer: Change I made after the session:
What gets sent back
- Different calculation methods.
- Unexplained changes.
- No reviewer.
Resources
Foundationstart here
Depthgo deeper
What a verifier looks for
- Check methods match
- Check the explanation
- Confirm reviewer background
You'll sign in first, then come straight back here.