This chapter covers everything after payment, from handover to renewal. Keep it open on every onboarding, review and renewal call. Scripts are word for word: say them as written. Anything marked PENDING uses the safe wording given until the decision is made. If this chapter and the proof and guardrails chapter disagree, the stricter rule wins and you tell the pack lead.
The lessons
- 01Why it matters1 min
- 02The handover1 min
- 03Onboarding, days 0 to 25 min
- 04Days 3 to 14: activation2 min
- 05Days 15 to 90: building the habit2 min
- 06The Founding Design Partner programme2 min
- 07Health signals and churn risks3 min
- 08Expansion plays1 min
- 09Renewals2 min
- 10Support routing1 min
- 11The voice-of-customer loop1 min
- 12Case study capture1 min
- 13Lines to use and never to use2 min
- 14Open items1 min
Source document: maktura-customer-success-playbook_v1 · Launch build, October 2026