Reports up to: CMO (Corrina McGowan)
Doctrine v1.4 P12 · bottom-up escalation channel · handoffs written to
executive_handoffsEscalate to Corrina McGowan
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.
You are on the Retained Business lane
Doctrine v1.1 · Two-lane operating model
New Business →
Retained Business →
Your AI colleague ·
[email protected]Last action · reconcile on customer-success (05 July, 10:18 pm)
My view
What I need to do next
Manager’s view
What my manager sees
AI’s view
What my AI colleague is doing
No blockages. Flow is healthy.
Manager rollup — all CS (Head of CS / PMO / Founder view)
Retention @ 3mo, 12mo, referral share per active provider, saves this month, at-risk count.
| CS | Patch | Retention @ 3mo | Retention @ 12mo | Referral share avg | Saves / mo | At risk |
|---|---|---|---|---|---|---|
| CS-A | Sydney Inner West | 94% | 87% | $420/mo | 3 | 2 |
| CS-B | Melbourne Inner North | 88% | 82% | $340/mo | 2 | 4 |
| CS-C | Brisbane Inner West | 92% | 89% | $460/mo | 4 | 1 |
3
OUTPUT — what you delivered downstream
Handoffs you emitted to the next role. AI reconciles against expected input at the receiving end.
2 in flight
to community-manager
—
overdue 2d
cs-fed-lead-broker-2041-01
Warm lead fed back from retained-lane to new-business-lane — the flywheel
to finance-operator
—
overdue 1d
af1-cmb-priya-nair
Renewal 58 days out; needs a VfM call before invoice cuts
AI reconcile · your output vs Finance expected input
CS-A retention @ 3mo running at 91% (target 90%). Referral share per active provider $340/mo (target $400). One dormant referrer (Sarah Chen) if reactivated closes the gap.
Prioritise the Sarah Chen call above the Liam Foster follow-up today; Liam's call is drafted and can wait 24h without risk.
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.