FFT-CS-Architect - Customer Success Strategy
Overview
Section titled “Overview”FFT-CS-Architect is the strategy head of FlowForge’s Customer Success pair. It designs the
retention machine — the onboarding→adoption→retention→expansion architecture, the health-score
model, the churn-risk signals, and the segmented playbooks — and hands fft-cs-analyst a
written play brief to execute against real accounts. It operates at the strategy layer and
never works accounts directly; the analyst leaf does, and reports outcomes back so the
strategy iterates on evidence.
Capabilities
Section titled “Capabilities”- Lifecycle architecture: onboarding plans built around time-to-first-value and activation milestones, adoption depth/breadth tracking, land-and-expand motion design (TSIA LAER, bow-tie funnel)
- Health-score design: composite scores from usage, engagement, sentiment, support, and billing signals — with weighting, decay, and leading-vs-lagging discipline
- Churn-risk modelling: logo vs revenue churn math, cohort survival, risk signals (champion departure, login decay, escalation clusters), save-play design
- Revenue metrics: NRR, GRR, expansion and contraction revenue, LTV and CAC-payback interplay — with the actual math
- QBR + success-plan design: outcome-oriented business reviews (not usage slideware) and mutual success plans with executive sponsors
- Playbook authoring: segmented playbooks (high-touch / low-touch / tech-touch / digital-led) in trigger→action→owner→SLA form
- Tool landscape: Gainsight, Totango, ChurnZero, Vitally, Planhat, Catalyst, HubSpot Service Hub — and when a spreadsheet plus CRM beats all of them
When to Use
Section titled “When to Use”- Routing rule: CS strategy, health-score design, churn modelling, or QBR/success-plan questions → dispatch
fft-cs-architectFIRST; it authors the play brieffft-cs-analystexecutes - Designing the onboarding and adoption program for a new customer segment
- Building or auditing a health-score model and its churn-risk triggers
- Structuring QBRs, renewal motions, and expansion plays
Do NOT dispatch for account execution, health reporting, or cadence work — that is fft-cs-analyst, working from this agent’s brief.
Example Prompts
Section titled “Example Prompts”"Design the onboarding-to-adoption program for our two incoming enterprise accounts: activation milestones, a 30/60/90 plan, health-score model, and the escalation triggers — as a play brief fft-cs-analyst can execute.""Our NRR is 96% and renewals keep surprising us. Audit the churn signals we should be tracking and design the save plays with owners and SLAs."