Customer Success & Support
1. Overview & Mandate
Business Unit Purpose Customer Success & Support is responsible for ensuring customers successfully adopt, operate, and derive sustained value from MorgueBoard®. This business unit owns the post-implementation customer relationship, ongoing support, and account health, serving as the primary steward of customer outcomes and retention.
Mandate Statement Customer Success & Support exists to maximize customer value realization, satisfaction, and retention by providing responsive support, proactive engagement, and clear ownership of post-go-live outcomes.
Primary Accountability Owner
- Primary: Customer Success Owner
- Supporting: Engineering, Implementation / Professional Services, Product Management, Clinical & Operational Compliance
2. Core Functions & Responsibilities
Core Functions
- Customer onboarding handoff and adoption support
- Ongoing customer support and issue resolution
- Account health monitoring and renewal readiness
- Customer communication and relationship management
- Support tooling, workflows, and documentation
- Escalation coordination across internal teams
Explicit Responsibilities
- Own customer relationship post go-live
- Serve as primary point of contact for customer issues and inquiries
- Resolve or coordinate resolution of support requests
- Monitor customer usage, satisfaction, and risk indicators
- Coordinate escalations with Engineering and Compliance as needed
- Prepare customers for renewals and long-term success
Explicit Non-Responsibilities
- Initial system implementation or go-live execution
- Product roadmap ownership or feature prioritization
- Contract negotiation or pricing authority
3. Fractional & Embedded Capability Partners
This section documents ongoing fractional or embedded partners that support Customer Success & Support execution. These partners provide executional capability for defined scopes while accountability remains internal.
| Partner | Capability Provided | Engagement Type | Accountability Boundary | Primary Engagement Contact | Notes |
|---|---|---|---|---|---|
| TBD | — | — | — | — | To be populated if/when embedded support or success resources are engaged |
4. Decision Rights & Authority Boundaries
Important Context
The decision rights outlined in this section are intentionally high-level and directional. Formal, binding authority and escalation mechanisms are defined in the company’s Decision Rights & Governance Policy. In the event of conflict, the formal policy prevails.
Customer Success & Support Owns Decisions Regarding:
- Support processes, workflows, and response practices
- Customer communication related to operational issues
- Account health assessment and escalation recommendations
- Support prioritization within defined SLAs
Does Not Own:
- Feature commitments or roadmap sequencing (Product Management)
- Technical architecture or code changes (Engineering)
- Security and compliance standards (Technical Compliance)
- Contract terms or pricing decisions (Sales / Legal)
Escalation Triggers:
- Repeated or unresolved customer-impacting issues
- Security or compliance-related customer concerns
- Material risk to customer retention or trust
5. Key Interfaces & Dependencies
| Interface | Nature of Interaction |
|---|---|
| Implementation / Professional Services | Handoff, deployment context, customer readiness |
| Engineering / R&D | Technical escalations, defect resolution |
| Product Management | Feedback, enhancement requests, prioritization input |
| Technical Compliance, Privacy & Security | Security inquiries, compliance escalations |
| Sales | Renewal context, account expansion coordination |
6. Budget Ownership & Cost Structure
Customer Success & Support Budget Scope
- Customer success and support labor
- Support tooling and ticketing systems
- Customer communication and training resources
- Limited travel or on-site support (as needed)
Budget Ownership Model
- Customer Success manages spend within an approved budget
- Executive Leadership and Finance approve annual budgets and material increases
- Spend should be justified by retention, risk reduction, or customer value impact
7. General KPIs & Performance Metrics
Support Effectiveness
- Support response time
- Support resolution time
- First-contact resolution rate
Customer Health & Retention
- Customer satisfaction (CSAT)
- Renewal rate
- Churn indicators and risk flags
Operational Quality
- Volume of escalations per customer
- Repeat issues per customer
- Implementation-to-support handoff quality
8. Maturity Roadmap
Current State Founder-led, high-touch customer support with limited formalization of health metrics and processes.
Next State Defined support workflows, measurable customer health indicators, and predictable handoffs from Implementation.
Future State Scalable customer success organization with proactive engagement, low churn, and minimal founder dependency.
9. Document Revision History
| Version | Date | Description of Change | Author | Approved By | Approval Date |
|---|---|---|---|---|---|
| 1.0 | 2026-01-04 | Document Creation | Nic Bavetta |