🤝 Client Success KRA

Key Result Areas — What You're Responsible For

⭐ 5-Star Reviews 🔄 Repeat Business 💬 Client Happiness

📋 Role Overview

Client Success is responsible for post-delivery client satisfaction, ensuring every client leaves a 5-star review and becomes a repeat customer. This role owns the handover experience and ongoing relationship.

🎯 Primary Mission: Turn every delivery into a 5-star review and upsell opportunity.

🎯 Key Result Areas

📦 1. Project Handover

  • Smooth delivery experience
  • Complete documentation
  • Admin training
  • Access handoff

⭐ 2. Review Collection

  • 5-star review requests
  • Timing optimization
  • Objection handling
  • Follow-up sequences

💬 3. Client Support

  • Post-delivery questions
  • 30-day support period
  • Quick issue resolution
  • Proactive check-ins

🔄 4. Repeat Business

  • Upsell identification
  • Maintenance offers
  • Referral requests
  • Long-term relationships

📊 5. Feedback Collection

  • Satisfaction surveys
  • Improvement suggestions
  • Testimonial gathering
  • Case study creation

🛡️ 6. Issue Resolution

  • Complaint handling
  • Escalation management
  • Recovery strategies
  • Preventing refunds

✅ Success Criteria

5★
Average Rating
90%
Review Rate
30%
Repeat Rate
< 1%
Refund Rate