Know if a new customer will stick, by day 90.
“How is this new customer's onboarding actually going, and will they still be here at day 90?”
Tracks Day 30 / 60 / 90 activation, scores the sales-to-success handoff, and catches accounts a fit score wrote off while they were adopting.
What this skill does
Watches every new customer through their first 90 days and tells you which ones are actually sticking. It checks Day-30, Day-60, and Day-90 activation against named capabilities, scores how clean the sales-to-success handoff was, tracks how fast each account hit first value, and flags the accounts a fit score wrote off while they were quietly adopting. It is the missing read between the deal closing and the renewal.
Inputs
- Works today with: a list of recently closed customers, with close date, and any activation you know (features adopted, first login, kickoff date). Paste it or upload a CSV.
- More powerful connected to a CRM: it reads close date, owner, and handoff fields automatically.
- Sharper with a product-analytics tool: it measures real activation and time-to-value instead of asking you.
- Sharper with a meeting or email tool: it confirms the kickoff happened and the CSM is actually engaged.
- Sharper with a support tool: it catches early-ticket patterns that predict a rocky start.
How it works
- 1Day-30 / 60 / 90 milestone framework
Each checkpoint is named-capability, not a vague "good activation." A real read looks like "first capability adopted Day 12, second started Day 18, the Day-30 target capability not yet activated." You see exactly what landed and what is missing.
- 2Handoff quality scorer (multi-source)
Did the kickoff happen inside the first two weeks? Was the deal context actually transferred, not left as stale sales notes? Has the CSM met the customer? The score reads more than the CRM, it confirms the meeting and the notes transfer across your tools.
- 3Onboarding-window champion engagement
Engagement during the honeymoon period is uniquely diagnostic, different from a post-90-day champion check. A champion who goes quiet in the first 30 days is an early red flag worth more than the same silence at Day 200.
- 4Early false-negative catch
A customer a fit score floored while they have already adopted several capabilities in their first 30 days is a false negative. That account belongs in the expansion pipeline now, not written off.
- 5Time-to-value tracker
Measure the time from contract signed to first power-user threshold, and tag it against your benchmark. "Hit Day-30 activation in 18 days, top of the recent cohort" tells you more than a raw date.
Output format
FIRST 90 DAYS · 14 customers in the onboarding window
DAY 30 CHECK (8 past Day 30)
OK Acme Corp activated Day 18 (top of cohort)
OK Vertex activated Day 24 (on pace)
WARN Blend Labs Day 30, zero core actions (behind)
WARN Northwind Day 30, champion dark 14 days
DAY 60 CHECK (4 past Day 60)
OK Summit multi-capability adopted
WARN Meridian Day 60, baseline only, nothing adopted
DAY 90 CHECK (2 past Day 90)
OK Anvil power usage on two capabilities
WARN Beacon Day 90, fit score now healthy but no expansion in pipeline
Handoff quality:
11 of 14 had a kickoff inside 14 days
WARN Blend Labs no kickoff yet (Day 30)
WARN Meridian kickoff happened but context was empty at handoff
WARN Northwind account notes never updated from sales-stage notes
Early false-negatives (1):
Beacon fit score floored, but adopted 4 capabilities in 30 days
should be in the expansion pipeline now
At-risk in first 90 days (3):
1. Blend Labs Day 30, zero adoption, no CSM meeting
2. Northwind champion not engaged, thin handoff
3. Meridian Day 60, still no capability adopted
Next moves:
1. Emergency CSM intervention on Blend Labs this week
2. Northwind, re-engage the champion or pivot to a backup
3. Add Beacon to the expansion pipeline and assign coverage
4. Handoff-completeness rate needs to hit 100 percent
Tips
- Milestones are named-capability, never aggregate. You see which capability landed and which is missing, with the day.
- The handoff scorer is multi-source, not CRM-only. It confirms the kickoff meeting and the notes transfer.
- Time-to-value is benchmark-tagged, so a number always carries "fast or slow versus your cohort."
Get a renew-or-not verdict on every renewal before the meeting.
Combines adoption, champion stability, support sentiment, and competitive signals into one per-deal verdict.
See your whole book in one rollup.
Scores every account on health, lays out renewals due, shows product adoption, and flags accounts going quiet.