Customer Success Team Handbook
Welcome to the NebusAI Customer Success team. This handbook covers everything you need to succeed in driving customer outcomes, retention, and growth across all our products.
Team Mission
"Turn every customer into a raving fan who can't imagine running their business without us."
We don't just prevent churn—we create champions who expand, refer, and advocate.
Products We Support
| Product | Domain | Primary Customer | Your Focus |
|---|---|---|---|
| Restaurant Revolution | restaurantrevolution.ai | Restaurant owners, operators | Adoption, operations success |
| Olympus Cloud Platform | olympuscloud.ai | Enterprise, multi-location | Integration, scale success |
| Olympus Workforce | workforce.olympuscloud.ai | HR managers, operators | Scheduling adoption, labor savings |
| Creator Revolution | creatorsrevolution.ai | Content creators | Engagement, monetization |
CSM Role Overview
Core Responsibilities
| Area | Description | Time Allocation |
|---|---|---|
| Onboarding | Guide new customers to first value | 25% |
| Adoption | Drive feature usage and depth | 30% |
| Retention | Identify/prevent churn risk | 20% |
| Expansion | Identify/drive upsell/cross-sell | 15% |
| Advocacy | Generate reviews, referrals, case studies | 10% |
Key Metrics
| Metric | Definition | Target |
|---|---|---|
| NRR | Net Revenue Retention | >115% |
| GRR | Gross Revenue Retention | >95% |
| Time to Value | Days to first success milestone | <14 days |
| Health Score | Composite customer health | >80 avg |
| NPS | Net Promoter Score | >50 |
| Expansion Rate | % customers expanding ARR | >25% |
Customer Lifecycle
┌─────────────────────────────────────────────────────────────────┐
│ CUSTOMER LIFECYCLE STAGES │
├─────────────────────────────────────────────────────────────────┤
│ │
│ SALES ONBOARDING ADOPTION EXPANSION │
│ HANDOFF → (0-30 days) → (ongoing) → (value proven) │
│ │
│ ┌─────┐ ┌─────────┐ ┌─────────┐ ┌─────────┐ │
│ │Deal │ → │First │ → │Feature │ → │Upsell/ │ │
│ │Close│ │Value │ │Mastery │ │Cross- │ │
│ └─────┘ └─────────┘ └─────────┘ │sell │ │
│ └─────────┘ │
│ ↓ │
│ RENEWAL ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← ← │
│ (annual) │
│ │
└─────────────────────────────────────────────────────────────────┘
Onboarding Playbook
Sales-to-CS Handoff
Within 24 hours of deal close:
- Receive handoff from Sales (via HubSpot deal)
- Review deal notes, requirements, and commitments
- Schedule internal handoff call with AE
- Send welcome email to customer
Handoff Checklist:
- Customer contact info (primary + backup)
- Business context (size, locations, goals)
- Products purchased
- Implementation timeline expectations
- Special requirements or customizations
- Competitor they're switching from
- Success criteria they mentioned
Welcome Email Template
Subject: Welcome to [Product]! Your Success Journey Starts Now
Hi [First Name],
I'm [Your Name], your Customer Success Manager at NebusAI.
Congratulations on choosing [Product] for [Restaurant Name/Company]!
I'll be your dedicated partner to ensure you get maximum value
from your investment. Here's what happens next:
📅 KICKOFF CALL - Let's schedule 30 minutes this week:
[Calendar Link]
📚 GET STARTED - While you wait:
• Quick Start Guide: [Link]
• Video Tutorials: [Link]
• Mobile App Download: [Links]
🎯 YOUR GOALS - Based on our conversation with [AE Name],
your top priorities are:
1. [Goal 1]
2. [Goal 2]
3. [Goal 3]
I'm here to make sure you achieve these and more!
Best,
[Your Name]
Customer Success Manager
[Calendar Link] | [Phone]
Onboarding Phases
Phase 1: Kickoff (Days 1-3)
Kickoff Call Agenda (45 min):
- Introductions and role clarity (5 min)
- Confirm goals and success criteria (10 min)
- Review timeline and milestones (10 min)
- Technical requirements check (10 min)
- Q&A and next steps (10 min)
Outcome: Customer understands the journey, you understand their "why"
Phase 2: Setup (Days 4-14)
| Task | Owner | Support Needed |
|---|---|---|
| Account creation | CSM | Auto-provisioned |
| Menu/catalog setup | Customer | Training video |
| Staff accounts | Customer | Guide doc |
| Hardware setup | Customer | Support if needed |
| Payment integration | Customer | Integration team |
| First test order | CSM + Customer | Live call |
Check-in cadence: Every 2-3 days
Phase 3: Go-Live (Days 14-21)
- Pre-go-live checklist review
- Go-live day support (on-call availability)
- First week monitoring
- Issue resolution (priority response)
- Staff training completion
Phase 4: Value Confirmation (Days 21-30)
- Schedule 30-day review call
- Review initial metrics vs. goals
- Celebrate early wins
- Identify next adoption opportunities
- Transition to steady-state cadence
Time-to-Value Milestones
| Product | First Value Milestone | Target |
|---|---|---|
| Restaurant Revolution | First $500 in processed orders | Day 7 |
| Olympus Workforce | First full schedule published | Day 5 |
| Creator Revolution | First AI persona published | Day 10 |
| Platform Portal | First report generated | Day 3 |
Customer Health Scoring
Health Score Components
┌─────────────────────────────────────────────────────────────────┐
│ CUSTOMER HEALTH SCORE │
├─────────────────────────────────────────────────────────────────┤
│ │
│ COMPONENT WEIGHT CALCULATION │
│ ───────────────────────────────────────────────────────────── │
│ Product Usage 30% Login frequency, feature depth│
│ Support Sentiment 20% Ticket volume, CSAT, tone │
│ Relationship 20% Meeting attendance, NPS │
│ Business Outcomes 20% KPI achievement vs goals │
│ Financial 10% Payment status, contract value │
│ ───────────────────────────────────────────────────────────── │
│ TOTAL 100% Composite Score 0-100 │
│ │
│ HEALTH BANDS │
│ 🟢 Healthy: 80-100 (expansion opportunity) │
│ 🟡 Neutral: 60-79 (nurture needed) │
│ 🔴 At Risk: 0-59 (intervention required) │
│ │
└─────────────────────────────────────────────────────────────────┘
Usage Signals
| Signal | Healthy | Concerning | Critical |
|---|---|---|---|
| Daily logins | >80% of staff | 50-80% | <50% |
| Features used | >60% available | 30-60% | <30% |
| Order volume | Growing or stable | -10% MoM | -25% MoM |
| Support tickets | <2/month | 3-5/month | >5/month |
| Last login | <3 days | 4-14 days | >14 days |
Health Score Actions
| Health | Action Required | Cadence |
|---|---|---|
| 🟢 80+ | Expansion conversation | Quarterly |
| 🟡 60-79 | Adoption push | Bi-weekly check |
| 🔴 40-59 | Recovery playbook | Weekly calls |
| 🔴 <40 | Executive escalation | Immediate |
Retention Playbook
Early Warning Signs
| Warning Sign | Detection | Response |
|---|---|---|
| Usage decline | -20% over 2 weeks | Reach out same day |
| Support spike | 3+ tickets in week | Review and call |
| Missed meeting | No-show to QBR | Reschedule + investigate |
| Contact left | Champion leaves company | Identify new champion |
| Payment issue | Failed payment | Finance + CS outreach |
| Negative NPS | Detractor score | Executive call |
Save Playbook
When customer shows churn intent:
Step 1: Discovery (Day 1)
- Schedule call within 24 hours
- Prepare account history
- Review all touchpoints
- Identify root cause category
Step 2: Root Cause Analysis
| Root Cause | % of Churn | Typical Save Rate |
|---|---|---|
| Product fit | 25% | 20% |
| Implementation issues | 20% | 70% |
| Support experience | 15% | 60% |
| Price | 15% | 40% |
| Business closure | 10% | 0% |
| Competitor | 10% | 30% |
| Champion left | 5% | 50% |
Step 3: Save Actions
For Implementation Issues:
- Restart onboarding with senior resource
- Executive sponsor involvement
- Concierge support period
For Support Experience:
- Executive apology + postmortem
- Dedicated support contact
- Credit for inconvenience
For Price:
- ROI review (show value)
- Downgrade options (retain vs. lose)
- Extended payment terms
- (Last resort) Discount with commitment
For Competitor:
- Competitive win-back deck
- Executive reference call
- Migration assistance if they return
Step 4: Escalation
If save attempt fails:
- Document root cause thoroughly
- Log in churn tracker
- Schedule exit interview
- Ensure clean offboarding
- Keep door open for return
Expansion Playbook
Expansion Opportunities
| Type | Trigger | Approach |
|---|---|---|
| Upsell | Hitting plan limits | Show next tier ROI |
| Cross-sell | Adjacent need identified | Demo + trial |
| Add-on | Feature request | Show existing solution |
| Seats | Team growth | Volume pricing |
| Locations | New location opening | Multi-location package |
Expansion Signals
| Signal | Opportunity | Action |
|---|---|---|
| 90%+ feature adoption | Upsell to higher tier | QBR presentation |
| "I wish we could..." | Cross-sell or add-on | Demo scheduled |
| New location mentioned | Multi-location | Involve Sales |
| Hiring staff | Seat expansion | Auto-quote sent |
| Regulatory change | Compliance add-on | Educate on solution |
QBR (Quarterly Business Review)
Agenda Template (60 min):
-
Business Update (10 min)
- How's business overall?
- Any changes in priorities?
- Staffing/location changes?
-
Success Metrics Review (15 min)
- KPIs vs. goals
- Usage statistics
- Support summary
-
Value Delivered (10 min)
- ROI calculation
- Time saved
- Revenue impact
-
Roadmap Preview (10 min)
- Upcoming features relevant to them
- Beta program invitations
- Feedback on priorities
-
Growth Discussion (10 min)
- Expansion opportunities
- Additional use cases
- Referral program
-
Next Quarter Goals (5 min)
- Set 2-3 adoption goals
- Schedule next QBR
ROI Calculation
Help customers quantify value:
┌─────────────────────────────────────────────────────────────────┐
│ ROI CALCULATOR - RESTAURANT REVOLUTION │
├─────────────────────────────────────────────────────────────────┤
│ │
│ LABOR SAVINGS │
│ Time saved on scheduling: 4 hrs/week × $25/hr = $100/week │
│ Order entry automation: 2 hrs/day × $15/hr = $30/day │
│ Annual Labor Savings: $18,200 │
│ │
│ REVENUE INCREASES │
│ Online ordering (new channel): +$8,000/month │
│ Reduced order errors: +$500/month │
│ Faster table turns: +$2,000/month │
│ Annual Revenue Increase: $126,000 │
│ │
│ COST REDUCTIONS │
│ Paper/printing eliminated: $200/month │
│ Third-party delivery fees saved: $1,500/month │
│ Annual Cost Reduction: $20,400 │
│ │
│ ───────────────────────────────────────────────────────────── │
│ TOTAL ANNUAL VALUE: $164,600 │
│ Your Investment: $3,588/year │
│ ROI: 4,487% │
│ │
└─────────────────────────────────────────────────────────────────┘
Product Knowledge by Product
Restaurant Revolution
Key Value Props:
- All-in-one restaurant management (vs. 5+ point solutions)
- AI-powered operations (Hey Maximus voice assistant)
- Offline-capable (never lose an order)
- Hardware agnostic (BYOD support)
Common Use Cases:
- POS and payment processing
- Online ordering (web, app, QR)
- Kitchen display system
- Table and reservation management
- Staff scheduling and time clock
- Inventory and purchasing
- Reporting and analytics
Success Metrics to Track:
- Daily order volume
- Average check size
- Online vs. in-store mix
- Table turn time
- Labor cost percentage
- Food cost percentage
Olympus Workforce
Key Value Props:
- AI-powered scheduling (demand-based)
- Labor law compliance built-in
- Employee self-service
- Real-time labor cost visibility
Common Use Cases:
- Shift scheduling
- Time and attendance
- PTO management
- Labor compliance
- Team communication
Success Metrics:
- Schedule creation time
- Overtime percentage
- Shift coverage rate
- Employee satisfaction
Creator Revolution
Key Value Props:
- AI persona creation
- Multi-platform engagement
- Monetization tools
- Fan relationship management
Common Use Cases:
- AI companion creation
- Content automation
- Fan chat and engagement
- Subscription management
Success Metrics:
- Active personas
- Fan engagement rate
- Revenue per creator
- Churn rate
Tools & Systems
Primary Tools
| Tool | Purpose | Access |
|---|---|---|
| HubSpot | CRM, customer data | cs.hubspot.com |
| Vitally | Health scoring, playbooks | app.vitally.io |
| Zendesk | Support tickets | support.nebusai.com |
| Slack | Internal + customer channels | nebusai.slack.com |
| Loom | Video walkthroughs | loom.com |
| Calendly | Scheduling | calendly.com/nebusai |
Data Access
- Customer Usage: Platform Admin → Customer → Usage Analytics
- Health Scores: Vitally dashboard
- Support History: Zendesk → Customer view
- Financial Data: HubSpot → Deal record
Escalation Paths
Internal Escalation
| Issue Type | Escalate To | SLA |
|---|---|---|
| Technical (P1) | Support → Engineering | 1 hour |
| Technical (P2) | Support Manager | 4 hours |
| Billing/Contract | Finance + CS Manager | 24 hours |
| Churn Risk | CS Manager + VP CS | Same day |
| Executive Complaint | VP CS + CEO if needed | Immediate |
Customer Escalation
When customer asks to escalate:
- Acknowledge and apologize
- Document the issue completely
- Introduce CS Manager within 4 hours
- Follow up with resolution timeline
- Post-resolution check-in
Career Development
CSM Levels
| Level | Title | Portfolio | Key Skills |
|---|---|---|---|
| CSM I | Customer Success Manager | 30-50 SMB accounts | Onboarding, adoption |
| CSM II | Senior CSM | 20-30 mid-market | Retention, expansion |
| CSM III | Principal CSM | 10-15 enterprise | Strategy, executive relationships |
| Lead | CS Team Lead | Team + strategic accounts | Coaching, process |
| Manager | CS Manager | Team management | Hiring, metrics, strategy |
Skills Development
| Skill | Resources |
|---|---|
| Product Expertise | Certifications, shadowing |
| Business Acumen | Restaurant industry training |
| Communication | Presentation skills course |
| Analytics | Data analysis training |
| Negotiation | Expansion conversation training |
Quick Reference
Key Contacts
| Team | Contact | When to Reach Out |
|---|---|---|
| Support | support@nebusai.com | Customer technical issues |
| Sales | sales@nebusai.com | Expansion opportunities |
| Finance | billing@nebusai.com | Payment/contract issues |
| Product | #product-feedback Slack | Feature requests |
| Engineering | On-call rotation | Critical bugs |
Important Links
- Customer Documentation: help.restaurantrevolution.ai
- Internal Wiki: wiki.nebusai.com
- Training: learn.nebusai.com
- Health Dashboard: vitally.io/nebusai
Appendix: Email Templates
30-Day Check-In
Subject: 30 Days In - How's [Restaurant Name] Doing?
Hi [Name],
Can you believe it's been a month already? Time flies when
you're crushing it!
Here's your 30-day snapshot:
• Orders processed: [X]
• Revenue through platform: $[X]
• Features you've mastered: [List]
I'd love to jump on a quick 20-minute call this week to:
✓ Celebrate your wins
✓ Address any friction points
✓ Set goals for month 2
[Calendar Link]
Cheers,
[Your Name]
At-Risk Outreach
Subject: Checking In - Everything OK?
Hi [Name],
I noticed [specific concerning signal - e.g., "you haven't
logged in for a few days" or "support tickets have increased"].
Is everything alright? I want to make sure you're getting
full value from [Product].
If there's anything on your mind—feedback, frustration, or
just questions—I'm here to help. No agenda, just want to
make sure you're set up for success.
Can we chat briefly this week?
[Calendar Link]
Here to help,
[Your Name]
Last Updated: January 2026 | Version 1.0 Questions? Reach out in #customer-success on Slack