Plan

Timeline: Now – December 2025 (all governance processes in place)
Owner: Customer Success Lead
Deliverables:

• Success plans per utility (adoption, ROI goals, renewal readiness)
• Quarterly Business Reviews (QBRs) with ROI benchmarks
• Health scoring framework (adoption, sentiment, support)
• Advocacy pipeline (references, testimonials, case studies)

Support needed from other teams:

• Product: Roadmap alignment for customer asks
• Marketing: Case study & Advocacy material creation
• Sales: Renewal and upsell coordination

Review Process:

• Monthly health score review
• Quarterly renewal/advocacy readiness review with leadership

Dependencies: Customer adoption data, accurate ROI metrics