CS Ops Playbook: Metrics, Tools, and Workflows to Scale Net Revenue Retention
TL;NR
CS Ops is the system behind every predictable renewal and expansion.
This playbook covers:
Core metrics to track this quarter
The lean tech stack that scales to Series C
Four repeatable workflows every CSM team needs
A 30-day action plan to level-up your ops
Why CS Ops Is the New Growth Engine
Retention is not luck. Expansion is not a happy accident.
Both come from signals, playbooks, and automation that sit inside CS Ops.
If you still rely on manual spreadsheets, you are leaving NRR on the table.
The Metrics That Matter (and Why)
Track these first. Ignore the rest until they drive action.
TTFV Time-to-First-Value
NRR Net Revenue Retention
Adoption Rate % of core feature usage
Expansion Conversion % Accounts that actually grow
CSM Activity to Outcome Ratio Touches per $ renewed
The Lean CS Ops Tech Stack
Need Good-enough Tool (today) Scales to Series C
Data source HubSpot / Salesforce Same + Snowflake
CS platform Vitally Lite Gainsight / Catalyst
Usage tracking Product-led analytics (e.g. Pendo) Same + warehouse models
Automation Zapier or native workflows HubSpot Ops Hub + CS platform rules
Four Workflows to Automate First
1. Onboarding Checklist Trigger
Event: Contract signed
Action: Create tasks, set TTFV target, schedule first training
Measure: TTFV days vs. goal
2. Health-Score Drop Alert
Event: Score < 70
Action: Open risk play, notify CSM + manager, send check-in email
Measure: Time-to-risk-resolution
3. Expansion Signal Play
Event: Usage > 80 % of licenses OR new business unit added
Action: Auto-create opp in CRM, assign AE + CSM, launch champion enablement email
Measure: Expansion conversion %
4. Renewal 120-Day Countdown
Event: Renewal date – 120 days
Action: Kick off renewal checklist, schedule QBR, pull ROI snapshot
Measure: Renewal forecast accuracy
30-Day Action Plan
Week 1: Audit metrics and clean definitions
Week 2: Build Health-Score Drop Alert in your current tools
Week 3: Document onboarding checklist + owner for every step
Week 4: Review gaps, draft one expansion play, set next 90-day goals
Final Thought
Great CS Ops is not about buying more software.
It is about turning data into decisions and playbooks into revenue.
Ready to Operationalize Your CS Motion?
Book a free CS Ops consulting call — get your metrics, tools, and workflows dialed in.
