Customer Success
Purpose:
Provides ongoing support to customers, ensuring they derive maximum value from the software.
Key Processes:
- Customer Onboarding, Training and Education: Offering training sessions, webinars, and resources to help customers use the software effectively.
- Customer Feedback and Satisfaction: Collecting feedback from customers to identify areas for improvement and measuring customer satisfaction.
- Renewals and Upselling: Identifying opportunities for renewals, upselling, and cross-selling additional products or services.
Customer Success Processes
This playbook defines the standard operating procedures for Customer Success in managing the full customer lifecycle with Witboost — from onboarding to renewals — ensuring consistency, value realization, and continuous engagement.
Table of Contents
Event-Driven Processes
Onboarding
Whenever a new customer buys Witboost, the onboarding process must ensure they can install, use, and understand the platform effectively.
Step 1: Enable Installation & Access
Provide the customer with all the essentials:
- Welcome message
- Valid license, GitLab token, and
values.yaml - Installation playbook (see documentation)
- Jira URL for bug reporting
These items must be generated and shared securely. See the License Generation section for details.
Step 2: Support Installation
The installation phase is covered under the license contract. Work closely with the customer’s platform team — onsite or remotely — to ensure success.
Discuss and align on:
- Requirements: Explain why each prerequisite matters and answer technical questions.
- Deployment Architecture: Tailor from Witboost’s reference architectures to customer-specific environments.
- Installation Procedure: Walk through documentation together to ensure clear understanding.
Make sure the customer:
- Reviews the Starter Kit, including templates and policy library.
- Knows where to find the Tutorial section.
- Understands how Witty (AI assistant) can support.
Step 3: Platform Team Training
Organize tailored training sessions for the platform team:
- Include installation as part of the training curriculum.
- Address questions and note recurring themes.
- Document follow-ups for unresolved topics.
Step 4: Schedule Check-ins
Establish regular meetings with both platform teams and key stakeholders (see “Scheduled Check-ins”).
License Generation
Follow this procedure for every customer license — new, renewal, upgrade, or otherwise.
Check the license file
- If the customer is new, add them and verify accuracy.
- Contact Sales or the Witboost Lead for details if uncertain.
Generate the license using the Witboost licensing tool (GitLab repository).
- Follow the README to set modules, expiration dates, etc.
- Use a short but descriptive name for the customer.
Temporary licenses
- Validity ≤ 30 days.
- MVP licenses must not exceed project duration.
Reminders
- For short licenses, set a calendar reminder before expiration.
Security
- Share licenses only with authorized recipients via secure channels.
New Version Release
When a new minor or major release is published:
- Notify customers of new features, improvements, bug fixes, and starter kit extensions.
Communication channels:
- Email highlighting new features and their value to the customer.
- Mini demo (standalone or within a recurring meeting).
Six Months Before License Expiration
- Trigger Sales and start renewal discussions.
- Review platform adoption, business impact, and possible upsell opportunities.
Recurring Processes
Scheduled Check-ins
Keeping close contact ensures engagement and satisfaction.
Quarterly or Half-Yearly Review (Witboost Lead + CSM)
- Review Witboost roadmap and customer’s platform roadmap
- Download events tracking and share with PM
Bi-Weekly Sync (CSM)
Focus on:
- Customer Health Score: track usage, adoption, and OKRs
- Q&A: address blockers, bugs, and feature requests
- Platform Checkup:
- Templates: icons, UX, defaults
- Blueprints
- Policies: presence, clarity, usefulness
- Custom Views, Themes, Marketplace usability
- Installed version
- Gather Open Feedback
Always keep the Product Feedback Collector file open.
When a customer suggests a feature, dig for the underlying problem by repeatedly asking “why”.
Example Conversation
Customer: "Can we download the DP page as PDF?"
CSM: "Why do users need a PDF?" Customer: "To send it via email."
CSM: "Why not send a link instead?"
Customer: "Some users don’t have access to the Marketplace."
CSM: "Why not?"
Customer: "The access process is slow and unclear."
→ Root cause: Access management friction, not lack of PDF export.
Customers propose solutions; CSMs uncover problems.
When Major Opportunities Emerge
- Report immediately to the Witboost Lead.
When Platform Team Is Struggling
- Pair up in a hands-on session.
- Build an example or tutorial to reduce friction.
- Discuss with Witboost Lead if investment or training is needed.
When Key Concepts Are Misunderstood
- Organize a dedicated theory session; make it reusable for other clients.
When Customer Achieves Big Success
- Share success internally and with the key account team.
- Analyze success factors and inform the Witboost Lead.
Production Readiness Checklist
Practice Shaper
- Landscape definition
Look & Feel
- Logo, theme
Custom Components
Templates configured
- Data Product Specification defined
- Naming conventions
- Fields descriptions are clear and speak to the user
- Fields deafults are provided whenever appropriate
- Fields required only when they are
- Values are inferred whenever possible
- Fields validations are reasonable, explained and provide useful errors
- Witty integrated when possible
- Only fields that the end user should modify are part of the template
- Documentation is included in the template
- Entity Pickers configured
Reverse Provisioning Templates defined
- Tech Adapters
- Data Catalog Integration
- TA tested by platform team and ideally by beta tester on real scenarios
- TA provide clear errors and feedbacks
- Webhooks and integrations (if needed) working
- Blueprints
- Templates for access requests
Request access authorization flow defined
- process and access request template in place
Documentation
- Templates include user-centric documentation
Administration
- Proper RBAC setup:
- At least three groups (Platform, Control Plane, Marketplace Users)
Policies
- Initialized with a starter set of policies
- At least one specification validation policy in place
Marketplace
- Customized indexes, filters, heatmaps
- Custom Views
- Icons, fields, templates aligned with UX guidelines
- Clear, busines oriented naming conventions
Data Contract Settings
- Properly initialized for use and enforcement
Notification customizations
- Settings and email configuration