EyeFly Ops › 03 — Client Success SOP

03 — Client Success SOP

⚡ Client Launched — handed off from Client Ops Pipeline after the 72-hour check is👤 **CSM (Regina)** — primary owner of all stages. Escalations 📊 **Primary:** Churn Rate (target: <5% monthly) Supporting metrics track
1
Onboarding (Days 1–7)
  • Name format: `#client-[name]`
  • Add CSM, client contact(s), and Akash
  • Send welcome message with next steps and CSM contact info
  • Book via GCal, send invite with agenda
  • Align on KPIs (CPL, lead volume, booked calls)
  • Confirm lead delivery process and notification method
2
Month 1 (Days 1–30)
  • Monday: Send Loom scorecard
  • Include: targets vs. actuals, top constraint, next 3 actions
  • Wednesday: Send voice note mid-week check-in
  • Flag any early wins or blockers; keep under 90 seconds
  • Friday: Send Loom recap
  • Cover: week's performance, one constraint identified, roadmap for next week
Branch
Triggers (any one is sufficient):
2+ consecutive weeks of declining CPL or lead volume Client complaint received (any severity) Payment issue or missed payment
3
Month 2 (Days 31–60)
  • Highlight one specific, named result (e.g., "14 leads at $38 CPL vs. $60 target")
  • Frame it as proof of momentum, not a report
  • What's being tested, what's being scaled, what the client can expect
  • Timing: 3 days before billing date
  • Include one concrete metric that improved
4
Month 3 (Days 61–90)
  • Document wins from the full 90 days
  • Present roadmap for months 4–6
  • Identify any friction points and address them on the call
  • Where they started vs. where they are now
  • Quantified: leads, CPL, booked calls, or revenue impact if known
  • Options: expanded ad budget, new market/location, additional service
5
Happy Client (Day 90+)
  • Standing agenda: results, constraints, next 30-day plan
  • Book next call at the end of each current call
  • Review: CPL, lead volume, bot performance, client feedback
  • Source: GHL + Meta Ads data
  • Proactively message client with context and recovery plan
  • Do not wait for the client to raise it
6
Churned (Terminal)
  • Categories: price, results, competitor, paused business, other
↓ Hands off to | Condition | Handoff To | |---|---| | Client returns after churn | Restart at Client Ops Pipeline (onboarding) | | Upsell opportunity identified (Happy Client stage) | Hand to Closer pipeline with context: client name, current spend, upsell type, client sentiment | | At Risk escalation | Notify Akash within 24 hrs via Slack DM with: client name, trigger, current stage, proposed action |