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Operations & Customer Success Playbook

Overview​

This playbook defines the operational processes, customer success strategies, and delivery standards for SkyMirror's operations team.

Team Lead: COO (Dr. Loveday)
Scope: Customer success, delivery, support, operations
Last Updated: December 2024

Tooling Reference

For detailed tool configurations and integrations, see the Workflow & Tooling Guide.

Operations Tool Stack​

ToolPurposeWhen to Use
JiraProject delivery, support ticketsSoftware Solutions, customer support
TrelloHR tasks, onboarding, simple workflowsEmployee lifecycle, operations tasks
NotionDocumentation, SOPsProcesses, knowledge base
SlackTeam communicationDaily coordination

Jira Support Workflow​

┌──────────┐   ┌──────────┐   ┌─────────────┐   ┌──────────┐
│   New    │──▶│   Open   │──▶│ In Progress │──▶│ Resolved │
└──────────┘   └──────────┘   └─────────────┘   └──────────┘
     │                             │                    │
     ▼                             ▼                    ▼
┌──────────┐                  ┌──────────┐         ┌──────────┐
│ Escalated│                  │ On Hold  │         │  Closed  │
└──────────┘                  └──────────┘         └──────────┘

Trello HR Workflow​

┌───────────┬───────────┬───────────┬───────────┬───────────┐
│ Candidates│  Offers   │ Onboarding│  Active   │ Offboarded│
├───────────┼───────────┼───────────┼───────────┼───────────┤
│ New       │ Pending   │ Week 1    │ Current   │ Alumni    │
│ applicants│ acceptance│ setup     │ employees │           │
└───────────┴───────────┴───────────┴───────────┴───────────┘

Slack Channels for Operations​

ChannelPurpose
#team-operationsOperations team discussions
#customer-successCS team coordination
#jira-supportJira support ticket notifications
#hr-updatesHR announcements
#onboardingNew hire onboarding

Daily Operations Workflow​

08:30 - Review team status (Slack)
09:00 - Operations standup
09:30 - Process improvements
12:00 - Lunch
13:00 - Cross-team coordination
15:00 - HR matters (Trello)
16:00 - Documentation updates (Notion)

Weekly Operations Rituals​

DayActivityTool
MondayLeadership syncSlack/Meet
TuesdayAll-hands preparationNotion
WednesdayProcess reviewNotion
FridayOperational metrics reviewJira/Notion

Integrations​

  • Jira → Slack: New support ticket alerts to #jira-support
  • Jira → Slack: Project updates to #team-operations
  • Trello → Slack: HR updates to #hr-updates
  • Trello → Slack: Onboarding progress to #onboarding

Team Structure​

Operations Organization​

COO (Dr. Loveday)
├── Customer Success
│   ├── CS Manager
│   ├── Customer Success Managers (2)
│   └── Onboarding Specialists (2)
├── Support
│   ├── Support Lead
│   ├── Technical Support (2)
│   └── Support Coordinator
├── Delivery (Software Solutions)
│   ├── Delivery Manager
│   ├── Project Managers (2)
│   └── Solutions Architects (2)
└── Operations
    ├── Operations Manager
    ├── HR Coordinator
    └── Office Manager

Role Definitions​

RoleResponsibilitiesKPIs
CS ManagerTeam leadership, strategyNRR, NPS, churn
CSMAccount management, renewalsRetention, expansion
Onboarding SpecialistImplementation, trainingTime-to-value, CSAT
Support LeadSupport operationsResponse time, resolution
Delivery ManagerProject deliveryOn-time, on-budget

Customer Success Framework​

Customer Lifecycle​

Onboarding → Adoption → Value Realization → Expansion → Renewal → Advocacy

Customer Health Score​

FactorWeightMetrics
Product Usage30%DAU/MAU, feature adoption
Engagement25%Meeting attendance, response time
Support20%Ticket volume, sentiment
Business Outcomes15%ROI achieved, goals met
Relationship10%Executive sponsor, champion

Health Score Calculation​

ScoreStatusAction
80-100HealthyExpansion opportunity
60-79NeutralMonitor, engage
40-59At RiskIntervention required
0-39CriticalExecutive escalation

Customer Segmentation​

SegmentARRTouch ModelCSM Ratio
EnterpriseOver €50KHigh-touch1:10
Mid-Market€10K-€50KMedium-touch1:30
SMBUnder €10KTech-touch1:100

Onboarding Process​

Onboarding Phases​

PhaseDurationActivitiesOwner
KickoffDay 1Welcome, planningOnboarding Specialist
SetupWeek 1Technical configurationTechnical Support
TrainingWeek 2User trainingOnboarding Specialist
Go-LiveWeek 3Launch, monitoringCSM
OptimizationWeek 4-8Fine-tuning, adoptionCSM

Onboarding Checklist​

Pre-Kickoff​

  • Contract signed and processed
  • Customer data collected
  • Technical requirements documented
  • Kickoff meeting scheduled
  • Internal handoff from sales complete

Kickoff Meeting​

  • Introductions and roles
  • Project timeline review
  • Success criteria defined
  • Communication plan established
  • Next steps confirmed

Technical Setup​

  • Account provisioned
  • Users created
  • Integrations configured
  • Data migration (if applicable)
  • Security settings configured

Training​

  • Admin training completed
  • End-user training scheduled
  • Training materials provided
  • Knowledge base access granted
  • Support process explained

Go-Live​

  • System tested and validated
  • Users activated
  • Go-live communication sent
  • Monitoring enabled
  • Success metrics baseline set

Time-to-Value Targets​

ProductTarget TTVDefinition
CheckMet14 daysFirst 100 check-ins processed
Traquiva7 daysFirst course completed
Software SolutionsPer projectFirst milestone delivered

Customer Success Playbooks​

Onboarding Playbook (Days 1-30)​

DayActivityChannelOwner
1Welcome emailEmailCSM
1Kickoff callVideoOnboarding
3Technical setupIn-appSupport
7Training session 1VideoOnboarding
14Training session 2VideoOnboarding
21Go-live check-inCallCSM
3030-day reviewVideoCSM

Adoption Playbook (Days 31-90)​

WeekActivityGoal
5Feature adoption check3+ features used
6Best practices sessionOptimize usage
8Business reviewConfirm value
10Expansion discussionIdentify opportunities
1290-day success reviewDocument outcomes

At-Risk Playbook​

DayActivityOwner
0Alert triggeredSystem
1Internal reviewCSM
2Customer outreachCSM
5Recovery callCSM + Manager
7Action plan createdCSM
14Progress checkCSM
30Status reviewManager

Renewal Playbook (90 Days Before)​

DayActivityOwner
-90Renewal alertSystem
-90Account reviewCSM
-75Value review meetingCSM
-60Renewal proposalCSM
-45Negotiation (if needed)CSM + Manager
-30Contract sentCSM
-14Follow-upCSM
-7Final reminderCSM
0Renewal processedOperations

Support Operations​

Support Tiers​

TierScopeResponseResolution
Tier 1Basic issues, how-to4 hours24 hours
Tier 2Technical issues8 hours48 hours
Tier 3Complex/engineering24 hours5 days

SLA Definitions​

PriorityDescriptionResponseResolution
P1 - CriticalService down1 hour4 hours
P2 - HighMajor feature broken4 hours24 hours
P3 - MediumFeature degraded8 hours48 hours
P4 - LowMinor issue24 hours5 days

Support Channels​

ChannelHoursUse Case
Email24/7All issues
Chat9am-6pm CETQuick questions
Phone9am-6pm CETUrgent issues
Knowledge Base24/7Self-service
Community24/7Peer support

Ticket Workflow​

New → Triaged → In Progress → Pending Customer → Resolved → Closed

Escalation Matrix​

TriggerEscalate ToTimeline
P1 not resolved in 4 hoursSupport LeadImmediate
P2 not resolved in 24 hoursSupport LeadImmediate
Customer complaintCS Manager4 hours
Repeated issues (3+)CS Manager24 hours
Executive complaintCOOImmediate

Support Metrics​

MetricTargetMeasurement
First Response TimeUnder 4 hoursAvg time to first response
Resolution TimeUnder 24 hoursAvg time to resolution
First Contact ResolutionOver 70%% resolved on first contact
CSATOver 4.5/5Post-ticket survey
Ticket VolumeTrending downTickets per customer

Project Delivery (Software Solutions)​

Project Methodology​

We follow a hybrid Agile-Waterfall approach:

PhaseApproachDuration
DiscoveryWaterfall1-2 weeks
DesignWaterfall2-4 weeks
DevelopmentAgile (Scrum)4-16 weeks
TestingAgile1-3 weeks
DeploymentWaterfall1 week

Project Governance​

MeetingFrequencyAttendeesPurpose
KickoffOnceAll stakeholdersAlign on scope, timeline
Sprint DemoBi-weeklyClient + teamShow progress
Status UpdateWeeklyPM + client PMProgress, risks
Steering CommitteeMonthlyExecutivesStrategic decisions

Project Documentation​

DocumentWhenOwner
Statement of WorkPre-projectSales + PM
Project PlanKickoffPM
Technical DesignDesign phaseTech Lead
Status ReportsWeeklyPM
Change RequestsAs neededPM
Acceptance Sign-offCompletionPM + Client

Change Control Process​

  1. Request: Client submits change request
  2. Assess: PM evaluates impact (scope, timeline, cost)
  3. Approve: Client approves change order
  4. Implement: Team implements change
  5. Document: Update project documentation

Delivery Metrics​

MetricTargetMeasurement
On-Time DeliveryOver 90%Projects delivered on schedule
On-BudgetOver 85%Projects within budget
Client SatisfactionOver 4.5/5Post-project survey
Defect RateUnder 5%Defects found post-delivery
Change Order RateUnder 20%Scope changes vs. original

Operational Excellence​

Process Improvement​

Continuous Improvement Cycle​

Plan → Do → Check → Act → Repeat

Improvement Sources​

SourceFrequencyOwner
Customer feedbackOngoingCS Team
Support ticketsWeeklySupport Lead
Team retrospectivesBi-weeklyAll teams
Process auditsQuarterlyOperations Manager

Quality Assurance​

AreaStandardAudit Frequency
Customer onboardingChecklist completionMonthly
Support ticketsSLA complianceWeekly
Project deliveryQuality gatesPer project
DocumentationAccuracy, completenessQuarterly

Risk Management​

Risk CategoryExamplesMitigation
CustomerChurn, dissatisfactionHealth monitoring, proactive outreach
DeliveryDelays, quality issuesProject governance, QA
OperationalProcess failuresDocumentation, training
ResourceCapacity constraintsForecasting, cross-training

Communication Standards​

Internal Communication​

TypeChannelFrequency
Team updatesSlackDaily
Status reportsEmailWeekly
All-handsVideoMonthly
DocumentationNotion/ConfluenceOngoing

Customer Communication​

TypeChannelFrequency
Onboarding updatesEmailPer milestone
Product updatesEmailMonthly
Business reviewsVideoQuarterly
RenewalsEmail + Call90 days before

Communication Templates​

Onboarding Welcome Email​

Subject: Welcome to SkyMirror! Let's get started 🚀

Hi [First Name],

Welcome to SkyMirror! We're thrilled to have [Company Name] on board.

I'm [CSM Name], your Customer Success Manager. I'll be your main point of contact throughout your journey with us.

**Here's what happens next:**

1. **Kickoff Call** - [Date/Time]
   We'll review your goals and create a success plan.

2. **Technical Setup** - Week 1
   Our team will configure your account.

3. **Training** - Week 2
   We'll train your team on best practices.

4. **Go-Live** - Week 3
   You'll be up and running!

**Before our kickoff, please:**
- [ ] Complete the onboarding questionnaire: [Link]
- [ ] Identify your project team
- [ ] Gather any data for migration

Questions? Reply to this email or book time with me: [Calendly Link]

Looking forward to working with you!

Best,
[CSM Name]

Quarterly Business Review Agenda​

# Quarterly Business Review
## [Company Name] | [Date]

### Agenda (60 minutes)

1. **Introductions** (5 min)

2. **Review Period Highlights** (10 min)
   - Key achievements
   - Usage metrics
   - ROI delivered

3. **Product Updates** (10 min)
   - New features released
   - Upcoming roadmap

4. **Success Planning** (15 min)
   - Goals for next quarter
   - Action items

5. **Expansion Opportunities** (10 min)
   - Additional use cases
   - New features/products

6. **Open Discussion** (10 min)
   - Questions
   - Feedback

### Attendees
- [Customer contacts]
- [SkyMirror contacts]

Tools & Systems​

Operations Stack​

ToolPurposeOwner
JiraSupport tickets, project deliverySupport Lead
TrelloHR tasks, onboardingOperations Manager
NotionDocumentation, customer dataOperations Manager
SlackTeam communicationAll
CalendlySchedulingAll
LoomVideo updatesAll

Automation​

ProcessToolTrigger
Onboarding emailsSlackContract signed
Support alertsJira → SlackNew ticket
Renewal remindersTrello90 days before
NPS surveysNotionPost-milestone
Support escalationsJira → SlackSLA breach

Metrics & Reporting​

Customer Success Metrics​

MetricDefinitionTarget
Net Revenue Retention(Starting ARR + Expansion - Churn) / Starting ARROver 100%
Gross Retention(Starting ARR - Churn) / Starting ARROver 90%
NPSNet Promoter ScoreOver 50
CSATCustomer SatisfactionOver 4.5/5
Time-to-ValueDays to first value milestoneUnder 14 days
Adoption Rate% of features usedOver 60%

Reporting Cadence​

ReportFrequencyAudience
Support DashboardDailySupport team
CS Health ReportWeeklyCS team
Operations ReviewWeeklyOperations team
Customer MetricsMonthlyLeadership
QBRQuarterlyAll stakeholders

Training & Development​

Onboarding (New Team Members)​

WeekFocusActivities
1Company & ProductCulture, product deep-dive
2Process & ToolsSystems training
3ShadowingObserve customer calls
4PracticeSupervised customer interactions

Ongoing Training​

TrainingFrequencyContent
Product UpdatesMonthlyNew features
Skills DevelopmentQuarterlyCommunication, problem-solving
Industry KnowledgeQuarterlyMarket trends
CertificationAnnualMethodology refresh

Jira Support Best Practices​

Ticket Management​

  1. Respond within SLA (see response time targets)
  2. Categorize tickets accurately for reporting
  3. Escalate promptly when needed
  4. Document resolution for knowledge base
  5. Follow up after resolution for CSAT

Support SLAs​

PriorityFirst ResponseResolution
Critical1 hour4 hours
High4 hours24 hours
Medium8 hours48 hours
Low24 hours5 days

Knowledge Base Maintenance​

TaskFrequencyOwner
Review top ticketsWeeklySupport Lead
Update FAQsBi-weeklySupport Team
Create new articlesAs neededSupport Team
Archive outdated contentMonthlySupport Lead

Trello HR Best Practices​

Employee Onboarding Checklist (Trello Card)​

  • Set up Zoho Mail account (@skymirror.eu)
  • Add to Slack workspace
  • Grant Notion access
  • Assign tool access (Linear/Jira/Trello)
  • Schedule orientation meetings
  • Assign onboarding buddy
  • Complete Week 1 training
  • Move card to "Active" when complete

Leave Management (Trello Board)​

ListPurpose
Leave RequestsNew requests pending approval
ApprovedApproved leave
In ProgressCurrently on leave
CompletedReturned from leave

Leave Types​

Leave TypeDays/YearApproval
Annual Leave25Manager
Sick Leave10Auto (with note)
Personal Leave3Manager
Parental LeavePer lawHR

Document Version: 1.1
Last Updated: December 2024
Owner: COO (Dr. Loveday)
Review Cycle: Quarterly

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