Y11 — Customer Success & Expansion Playbook
Asset: Y11 | Workstream:
[GTM]| Ownership:[SO]| Owner: Sagar Status: drafted | Bridges: close → onboarding → retention → expansionPurpose: The sales→delivery handoff, the QBR cadence, the health-check, and the Baseline→Advanced upsell + renewal motion. Turns a closed deal into durable retainer revenue (Y0 §5 — the retainer is the engine).
1. Sales → delivery handoff (Closed Won → Onboarding)
Trigger: deal Closed Won. A4 webhook fires (→ B1 repo provisioning + Slack + Notion).
Handoff checklist (sales must hand delivery a complete picture):
- [ ] Signed SOW + the scoped deliverable list (Y6).
- [ ] The Discovery Audit report + findings-to-roadmap (the work plan).
- [ ] Package, # subs/envs, AKS yes/no, target framework + deadline.
- [ ] Client technical POC + economic buyer + champion (Y5 capture).
- [ ] Azure access path (the read-only audit SP → the B2 deploy SP plan).
- [ ] Known constraints (licensing — P1/P2; brownfield bits; timeline risks).
- [ ] Kickoff scheduled (uses docs/runbooks/client-onboarding/).
2. Onboarding (first 2 weeks)
- Kickoff call: confirm scope, roadmap sequence (Z1 §5 deploy order), and the week-1 critical fixes.
- Provision: B1 repo + B2 OIDC SP; client grants access.
- Set the cadence: weekly delivery sync + the demo of the plan→gate→apply loop early (proof in motion).
3. QBR cadence (retainer clients)
Quarterly business review — keeps the retainer sticky and surfaces expansion.
QBR agenda template: 1. Posture trend — Defender secure score, drift caught (S1/S2), findings closed since last QBR. 2. Evidence — compliance snapshot trend (E0); auditor-readiness status. 3. What shipped — modules/patches delivered on the retainer. 4. Risks + roadmap — upcoming framework deadlines, new subs/envs, AKS plans. 5. Expansion check — any §5 upsell trigger fired? 6. Renewal runway — if within 90 days of term end (§6).
4. Health-check checklist (monthly, lightweight)
- All pipelines green; no stuck drift issues (S1).
- No expired/aging SP secrets (H5 report clean).
- Defender score stable or improving.
- Break-glass alert (H7) tested/healthy; PIM activations sane.
- Budget within cap (U1); no cost anomalies.
- Open client requests triaged within SLA.
A red on any line → proactive outreach before the client notices. This is what the retainer buys and why it renews.
5. Baseline → Advanced upsell motion
Triggers (watch in QBRs + health-checks):
| Upsell trigger | Move to | Backed by Advanced §4 assets |
|---|---|---|
| Client enters formal SOC 2 / ISO / HIPAA audit | Advanced | E1–E6 (evidence automation), S4 (scorecard) |
| Needs SIEM / security monitoring maturity | Advanced | J3 (Sentinel), K3 (SOAR) |
| FinTech/PCI or HealthTech/PHI pressure | Advanced + Z2/Z3 | M2/M4/M5 (data), N2–N4 (network) |
| Vendor-risk / questionnaire-library need | Advanced | P-series, T4 |
| New subscription / second environment / AKS added | Baseline scope expansion | re-price project delta (Y2 §5) |
| Wants a module for their own team | Module licensing (M3) | F11 |
Motion: name the trigger in the QBR → tie it to the business outcome → scoped expansion proposal (Y6). Same land-expand discipline as Y0 §5 — never discount the retainer to win the expansion.
6. Renewal play (90 / 60 / 30 days before term end)
- −90d: QBR frames the year's value delivered (findings closed, drift caught, evidence emitted) → propose renewal (+ any expansion).
- −60d: confirm terms; offer annual-prepay incentive (Y2 §6) for cash-flow + lock-in.
- −30d: paper the renewal (Y12).
- Target: ≥ 90% renewal (Y0 §7).
Definition of Done (Y11)
- Handoff checklist + QBR agenda template. (Met — §1, §3.)
- An upsell-trigger list mapped to Advanced-tier §4 assets. (Met — §5.)
- Reconciled with A4 (kickoff webhook) + Y13 stages.
Sign-off
- Reviewer: _ | Date: _ | Result: PASS / FAIL