# 04 — 30-60-90 Roadmap

**Role:** Customer Success Manager — Implementation & AI Enablement · **Mapped to:** JD pillars (Implementation / CS motion / AI enablement / Data governance / Reporting)

## Week 1 quick-win

**Ship the validation rule that blocks any account from entering a renewal stage without `contract_end_date` populated, and kick off the 95-account backfill sprint with AR/billing.**

Why this: it closes $1.05M of the "no contract dates" exposure (Finding 6) with one declarative rule, and the backfill closes it permanently in two weeks. No code, no migration, no training. It is a rule *downstream of the capture gate I'd build the rest of the CS motion on top of*, and it ships Day 5.

![30-60-90 roadmap mapped to JD pillars](diagrams/rendered/roadmap-30-60-90.webp)

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## Days 0–30 — Audit, gate, quick-wins

**Pillar 1 (Implementation / CS motion):**
- Audit current Suger customer state against `01-data-model.md`. Produce gap list (already done — see `02-findings.md`).
- Ship Week-1 quick-win validation rule (contract_end_date required).
- Assign a named `owner__c` to every Active account (206 accounts, round-robin by ARR tier).
- Stand up renewal-stage ladder (90/60/30/0) wired to `contract_end_date`.

**Pillar 2 (Data governance):**
- Backfill sprint: 95 missing contract dates — AR export → Ops keys → rule satisfied in 10 business days.
- Triage sprint on 41 zero-marketplace accounts — accelerate / reprice / churn-now split.
- Publish the 7 findings to Kyle/Sophia as the baseline scorecard.

**Pillar 3 (Reporting):**
- Lock the dashboard as the weekly review artifact. Every number above goes on it.
- Same KPIs, refreshed nightly.

**Success metric by Day 30:** zero Active accounts without an owner. Zero overdue renewals without a named CSM on them. Contract-date backfill complete.

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## Days 31–60 — AI workflows, sentiment capture, maturity playbook

![5 MCP-based AI agents mapped to CS workflows](diagrams/rendered/ai-agents-architecture.webp)

**Pillar 4 (AI enablement):**
- **Agent 1: Sentiment capture bot** — Gong/Fathom webhook → AI summary → writes `HealthSignal` to Suger via MCP `update_account_metadata()`. Closes the 238-account sentiment gap at source. CSM confirms with one click.
- **Agent 2: Renewal-stage advisor** — weekly job that identifies accounts crossing T-90, drafts the outreach, surfaces the top-3 talking points from last 90 days of `HealthSignal`. CSM sends, doesn't write.
- **Agent 3: Bug-triage router** — reads `num_of_bugs`, age, severity; routes to named Eng owner for top-50 $ARR accounts; auto-escalates when bug-age > 30d on health < 40 account.

**Pillar 1 (CS motion):**
- Deploy the explicit maturity playbook. Emerging → Scaling promotion requires (2+ MPs, cosell live, first disbursement). Promotion event fires the Scaling play.
- Top-5 $ARR accounts with open bugs get named Eng bug-owner.
- 173 no-CRM accounts: packaged onboarding flow for the 150 bottom, white-glove for the top-23.

**Pillar 3 (Reporting):**
- Add sentiment capture rate as a leading indicator. Target: 25% → 50% by Day 60, 80% by Day 90.
- Maturity promotion velocity dashboard: how many accounts moved tiers this month.

**Success metric by Day 60:** sentiment capture rate ≥ 50%. Maturity promotions ≥ 10 this month. Renewal motion live on all 55 accounts within T-90.

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## Days 61–90 — Integration, expansion engine, scale-up

**Pillar 4 (AI enablement — expansion):**
- **Agent 4: Expansion-play drafter** — reads the 27 expansion candidates, drafts private-offer (via MCP `create_private_offer()`) and cosell-intro (via `create_entitlement_renewal()`), routes for CSM approval. Human stays in the loop, machine does the mechanical work.
- **Agent 5: Churn-save intervention** — for the top-20 churn-risk accounts, drafts the save-plan per health-pillar breakdown (Adoption vs Renewal vs Quality), surfaces the playbook, books the save call.

**Pillar 2 (Data governance):**
- Publish the Customer Data Quality SLA (accuracy / completeness / timeliness thresholds).
- Monthly data-quality scorecard goes to Kyle + Sophia + CS leadership.
- Close the `HealthSignal` gap: ≥ 2 records per Active account per month.

**Pillar 3 (Reporting):**
- Ship the full exec CS dashboard: GRR, NRR, sentiment capture, maturity velocity, bug-debt trend, ARR-at-risk trend.
- Wire to Kyle's weekly review — same numbers in every room.

**Pillar 1 (CS motion):**
- Expansion pipeline from the 27-account list → target 10+ live private offers by Day 90.
- Churn recovery from the top-20 → target 12+ saved or formally churned-and-replaced.

**Success metric by Day 90:** sentiment capture ≥ 80%. Live private offers ≥ 10 from expansion pipeline. Top-20 churn list worked through with ≥ 60% save rate. Dashboard is the weekly review.

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## What this roadmap matches about Suger's actual state

Suger moved from $0 to a $5M ARR book across 316 customers with a small CS team. The customers are *live* — $2.70B disbursed in the last 6 months through the platform. The gap isn't product-market fit. The gap is that the CS motion was built for a 50-customer book and is now running a 316-customer book with the same workflows. That's why:

- **Gate-first:** Week 1 closes the capture gap, not the analysis gap.
- **AI enablement in the middle, not the end:** the CS motion doesn't scale past 400 without agents doing the mechanical work. Days 31–60 is where that scales.
- **One visible win per pillar per 30-day window:** every standup has a ship.
- **Expansion engine by Day 90:** $2.70B in disbursement is upside Suger isn't capturing in ARR yet. The expansion engine is the monetization motion.

The roadmap is deliberately biased toward **ship-then-verify** — every item is reversible and self-contained. Week-1 quick-win ships Day 5 because waiting for the full plan costs more than a fast revert.