Customer Success — CS rep (Phase 2)
I am
a Customer Success rep at Flip360. Once a MEMBER or PARTNER is activated, I keep them active, healthy, and growing. I prevent churn, I expand into more verticals, I make sure their first 3 deals close.
I need
a health-score dashboard for every active participant, a "at-risk" alert when a MEMBER hasn't refereed in 30 days or a PARTNER hasn't intaken in 14 days, expansion opportunities by vertical, and a feedback loop on the platform itself.
So I can
keep activated members active (churn < 5% annual), expand them across verticals (multi-vertical penetration > 30%), and ensure deal #1 happens within 30 days of activation (the critical leading indicator).
So that (financial outcome)
the FY27→FY31 trajectory holds — because acquiring members is half the battle; keeping them and expanding them is what compounds to $42M revenue.
Who fills this role
CS rep (Phase 2) · Customer Success · Retention · Expansion · Hybrid human + AI role · PHASE 2 — POST G4
The CRM screens I use
- Health score dashboard (every active participant)
- At-risk alerts (no activity > threshold)
- Expansion opportunities (cross-vertical)
- First-deal timer (activation → deal #1)
- NPS / feedback log
My KPIs (every one is linked to the FY31 trajectory)
| KPI | Target | Anchored to (financial source-of-truth) |
|---|---|---|
| Annual churn rate | < 5% | investors.tsx unit economics |
| Multi-vertical penetration | > 30% by FY29 | investors.tsx ARPU growth |
| Activation → first deal time | < 30 days | engagement.tsx CRM design |
| NPS | > 60 | engagement.tsx WS3 |
What good looks like
CS rep opens health dashboard. 3 amber, 1 red. Calls the red. Recovers them. Identifies 4 expansion opps in mortgage → insurance. Hands to BD. Churn this quarter: 1.2%.
What bad looks like
Members go silent. CS finds out only when churn shows up in the trajectory dip. Reactive, not proactive. Expansion never happens. ARPU stalls. Trajectory drifts.
Who I work with
Reports to: CMO
Works with: Community Manager Platform Admin