Customer Success Team Hub

Customer Success Customer work, with a clear next step A practical starting point for Northstar customer success colleagues across offices and frontline teams. Use this hub to find guidance. Use Mango CS for customer records and the work on each account. Go to the guidance you need Choose a topic, then use Mango CS for customer-specific work. Playbooks Find the approach that fits the customer’s current need. Renewals Review what to gather and how to prepare a renewal handoff. Escalations See how to make an issue handoff clear and actionable. Customer Health Understand where to review current customer health information. Where the work lives Mango CS is the working app. Open it to review customer records, record account activity, and follow the current account-specific next step. This hub is guidance; it does not create or update customer records. Northstar’s examples are illustrative. Confirm that the customer, account, and work are in scope before applying a process. If a record or instruction appears outdated, follow your team’s established correction route and flag the issue to your manager. Customer success updates Playbooks Find the current playbook in Mango CS Open the customer’s record in Mango CS and use the playbook or guidance available for that account and situation. Follow the current version shown there; this page does not replace customer-specific instructions or the app’s activity record. Northstar’s example categories below are starting points for browsing, not a confirmed catalog. If the applicable playbook is missing or does not fit, ask your manager which current guidance to use before promising a customer an outcome. Common reasons to look for a playbook Illustrative Northstar examples; confirm the available categories in Mango CS. Getting started Check the account record for agreed goals and known dependencies. Confirm the next customer meeting and the internal owner. Building adoption Review the customer’s stated use case and recent activity in Mango CS. Agree on one observable next action with the customer. Retention planning Check open concerns and unresolved actions before discussing renewal. Record the agreed owner and next step in Mango CS. Use the account-specific guidance Mango CS holds the current customer context and working record. If the right playbook is unclear or unavailable, check with your manager before adapting guidance for a customer. Open the customer record in Mango CS. Select the playbook that matches the customer’s current need. Record actions and follow-up in Mango CS. Renewals Prepare from the current account record Use Mango CS to review the customer’s current record and manage renewal work. This sample describes preparation, not a Northstar renewal policy or a customer commitment. Confirm the account’s applicable terms, timing, and internal ownership in the authorized source before communicating dates or options. For this fictional example, an account review might bring together the customer’s stated goals, open actions, recent concerns, and the next agreed conversation. A practical renewal preparation sequence Illustrative workflow; use the approved account process and timing. Review the account In Mango CS, check the current customer record, agreed goals, open actions, and recent account notes. Verify the relevant terms Confirm the account’s applicable renewal terms and timing in the authorized source; do not infer dates from this example. Summarize customer context Capture the customer’s stated priorities, progress, unresolved concerns, and questions in the account record. Agree on the next owner Confirm which role owns each follow-up. Where another team must act, hand over the context and requested action through the approved team process. Record the next action Update the renewal work in Mango CS and confirm the next customer-facing step with the appropriate internal owner. Continue in Mango CS Use the current account record for customer-specific renewal work. Review the account’s current renewal information. Record the preparation and agreed next step. Check with your manager if ownership or approved timing is unclear. Escalations Make the issue and requested action clear Use the team’s approved escalation route when an unresolved customer issue needs action from another role or team, or when you are unsure who should own the next step. Record and manage customer-specific context in Mango CS, following the access and handling rules that apply to the account. This fictional example does not define urgency thresholds, response times, or a Northstar escalation roster. For an urgent or sensitive issue, follow your manager’s and organization’s established route rather than relying on this sample page. Prepare a useful handoff A clear summary helps the receiving role decide what to do next. State the customer impact Describe what the customer cannot do or what outcome is at risk, using the customer’s reported facts. Separate facts from assumptions Include what was observed, when it occurred, and any exact error or reproducible behavior. Label an unconfirmed cause as unconfirmed. List actions already taken Note checks completed, results, and any customer update already sent. Name the requested decision or action Explain what help is needed and which role or team you believe should take the next step; confirm routing through the approved escalation process. Record and follow up Update the customer issue in Mango CS, hand it to the confirmed next owner, and keep the customer informed through the agreed communication route. Before handing an issue over Check that the receiving colleague can understand the situation without guessing. Customer and impact Identify the relevant account in Mango CS and describe the practical effect on the customer. State what is blocked or affected. Include the customer’s requested outcome. Evidence and next step Share the facts needed to assess the issue and make ownership visible. Include observed behavior and actions tried. Name the requested action and confirmed next owner. Customer Health Use the current customer record Review customer health in Mango CS, using the current account information and the definitions shown in the app. Health indicators support a conversation; they are not, by themselves, a customer commitment or a substitute for checking the underlying context. This sample does not define Northstar’s health score, thresholds, or status meanings. If an indicator conflicts with recent customer information, verify the source data and ask your manager how to handle the discrepancy before communicating a conclusion. Read indicators with their context Illustrative review prompts, not confirmed Northstar scoring rules. Customer goals and progress Compare the customer’s recorded goals with the progress and outcomes documented in Mango CS. Check whether the goal and owner are current. Record a specific example of progress or a remaining gap. Review prompt Engagement and open actions Look at recent customer interactions and unresolved follow-ups before drawing a conclusion. Verify the date and context of the latest interaction. Check whether an open action has a named owner and next step. Risks and dependencies Review documented concerns and dependencies with the customer’s account context. Distinguish confirmed customer concerns from internal assumptions. Escalate an unresolved issue through the approved route. Check the account before acting Mango CS is the source for current customer-specific information. Open the customer record in Mango CS. Review the indicator definitions and supporting account details. Record a verified next action or raise a discrepancy with your manager.