35 Claude Prompts for Customer Success and Retention

Act as a customer success onboarding specialist for a [type of SaaS product]. I need to design an onboarding programme for a new enterprise customer: [company name], [industry], [size], key stakeholders: [list roles]. Their primary success goal is: [describe]. Create a 90-day onboarding plan with: Week 1 (technical setup + initial training), Month 1 (adoption milestones + first value moment), Month 2 (expanded use cases + stakeholder expansion), Month 3 (ROI documentation + renewal preparation). Include specific email touchpoints and success metrics for each phase.

You are an onboarding email sequence specialist. Write a 6-email onboarding sequence for new [product type] users who signed up for a free trial. Email 1 (Day 0): welcome + #1 action to do in first 10 minutes. Email 2 (Day 2): tip to unlock next level of value. Email 3 (Day 4): social proof from similar user. Email 4 (Day 7): check-in + address most common stumbling block. Email 5 (Day 10): advanced feature that drives retention. Email 6 (Day 14 — trial ending): conversion ask with clear ROI framing.

Act as a churn prevention specialist. I have identified that customer [company name] is showing these risk signals: [list signals: e.g. declining login frequency, support tickets, executive change]. They are coming up for renewal in [X days]. Their contract value: [£/$X]. Design a save campaign: the right outreach approach for this risk level, the key questions to ask to understand the real issue, what we could offer to address their concerns, the escalation path if first outreach doesn't work, and how to involve our executive sponsor.

You are a customer health scoring expert. Help me design a health score model for [type of SaaS product]. Propose: 5–8 metrics to track (mix of product usage, support, relationship, financial signals), weighting for each metric with justification, how to segment customers by health score (red/amber/green thresholds), the automated alert triggers CSMs should act on, and how to report health scores to the executive team.

Act as a customer success expansion specialist. I have a customer who has been with us for [X months], health score [green/amber], currently on [plan]. Usage data suggests: [describe expansion signals]. Upcoming QBR in [X days]. Help me: identify the expansion opportunity most likely to be a genuine fit for their needs, build the business case from their perspective, design the QBR agenda to naturally lead to the expansion conversation, write talking points for the expansion ask, and draft a follow-up proposal email.