EU AI Act Article 50 — 20 days to seal | Get passport
DEFONEOS · 30-60-90 Customer Success Plan · v1.0
12 Jul 2026 Customer Success · CRO · Renewal

Per-buyer 30-60-90 plan — three milestones, named owner, KPI gates.

Companion to defoneos-mod-renewal-negotiation.html. This is the owner-executable customer success plan that runs from contract signature (Day 0) through renewal-readiness (Day 90). Three phases, three named owners per phase, three KPI gates per phase. The plan is symmetric across the three pillars (sovereign deployment, value realisation, governance) so a buyer who misses one pillar can catch up without losing the other two.

90Days to renewal-readiness signal
9KPI gates total (3 per phase)
9Named owners (3 per phase)
1Escalation path (SEV-1..4)

1. Why 30-60-90, not 90-day

90-day plans fail because they treat the first 90 days as one block. Three independent failures show up in customer-success retrospectives:

  1. The buyer is not yet deployed at Day 30 — so "value realisation" KPIs in the first 90 days are unmeasurable and the buyer's champion loses political cover.
  2. The buyer is deployed but not adopted at Day 60 — so governance KPIs look green on paper but the buyer is silently churning.
  3. The buyer is adopted but not renewing at Day 90 — so the renewal conversation starts with no signal and the buyer can shop the contract.

The fix: three phases, three KPI families, three owners, three gates. The Day-30 gate answers "deployed?". The Day-60 gate answers "adopted?". The Day-90 gate answers "renewing?". If any gate fails, the named owner triggers the escalation path immediately — not at renewal.

2. Day 0 — contract signature (input state)

ArtefactOwnerStatus
Signed contract + SIGIL receipt (counter-signed)CSOAI CRO✓ on Day 0
Schedule 1 — SoW with named milestonesCSOAI Engagement Lead✓ on Day 0
Schedule 2 — Pricing & renewal termsCSOAI CRO✓ on Day 0
Schedule 3 — Acceptance criteriaBuyer technical authority✓ on Day 0
Schedule 4 — Risk register (16 named risks)Joint (CSOAI PM + buyer PM)✓ on Day 0
Named CSOAI primary contact (the "CS lead")CSOAI Customer Success✓ on Day 0
Named buyer primary contact (the "champion")Buyer✓ on Day 0
Named buyer executive sponsorBuyer✓ on Day 0

3. Days 1–30 — DEPLOY phase

1–30DEPLOY

Owner: CSOAI Engagement Lead (named at Day 0)

The first 30 days are about getting the system running in the buyer's environment. Three KPI gates must all be green by Day 30.

GateMeasurementPass criterion
G1.1 — Environment readyBuyer has provisioned hardware, network, HSM, cleared personnel14 of 14 pre-requisites met per defoneos-mod-air-gap-deployment-guide.html
G1.2 — Base image deployedDEFONEOS installed and booted in buyer environmentAll nodes report healthy in offline UI; 240-test pytest gate green
G1.3 — First SIGIL receipt issuedBuyer-side SIGIL mirror shows the install receiptReceipt counter-signed by both CSOAI and buyer SC-cleared officer

If any G1.x is red at Day 30, the CS lead calls the escalation line within 24h. Default escalation: SEV-3 (delivery risk, no value impact yet).

4. Days 31–60 — ADOPT phase

31–60ADOPT

Owner: CSOAI Customer Success Lead (named at Day 0)

Days 31–60 are about getting the buyer's people using the system. Three KPI gates.

GateMeasurementPass criterion
G2.1 — Operators trainedNumber of buyer operators who have passed the 14-day training programme≥ 80% of named buyer operators certified (see defoneos-academy.html)
G2.2 — First production workloadBuyer has moved at least one production workload off the legacy system onto DEFONEOSWorkload running for ≥ 7 consecutive days without SEV-1 / SEV-2 incident
G2.3 — Adoption signalBuyer's named operators have used the system for ≥ 60% of their weekly work hoursMedian operator usage ≥ 60% over a rolling 14-day window

If G2.3 is red at Day 60, the CS lead schedules a joint adoption review within 7 days. Default escalation if not resolved in 14 days: SEV-2 (value-realisation risk).

5. Days 61–90 — RENEW phase

61–90RENEW

Owner: CSOAI Account Executive (named at Day 0)

Days 61–90 are about confirming the buyer will renew. Three KPI gates.

GateMeasurementPass criterion
G3.1 — ROI demonstratedBuyer has documented quantified savings vs legacy systemROI report co-signed by buyer CFO + CSOAI AE; ≥ 3x multiple documented
G3.2 — Governance cadence establishedMonthly governance review (MGR) has been held at least twiceMGR-1 at Day 45, MGR-2 at Day 75; both minutes counter-signed
G3.3 — Renewal intentBuyer has issued a non-binding renewal-intent signalRenewal-intent letter signed by buyer executive sponsor at Day 85

The renewal-intent letter at Day 85 is the most important document in this plan. It is non-binding but it commits the buyer to a renewal conversation — not a renewal decision, just a conversation. With that letter, the renewal negotiation has 60 days to close. Without it, the buyer is at high churn risk and the AE escalates to SEV-1 within 48h.

6. Escalation path — SEV-1..4

SeverityTriggerResponseOwner
SEV-4 — AdvisoryMinor concern, no impact on valueAcknowledge within 5 business daysCS lead
SEV-3 — RiskDelivery or adoption KPI at riskMitigation plan within 5 business days; review in next MGRCS lead + AE
SEV-2 — DegradedValue-realisation KPI missed or governance breachJoint recovery plan within 48h; named executive sponsor engagedCS lead + AE + CSOAI CRO
SEV-1 — CriticalRenewal intent at risk, or material breachExecutive-to-executive call within 24h; SIGIL-anchored recovery plan within 5 business daysCSOAI CEO + buyer executive sponsor

7. The 14-day training programme (referenced by G2.1)

  1. Days 1–3 — system orientation (theory + offline lab)
  2. Days 4–6 — operator workflows (deploy, patch, audit)
  3. Days 7–9 — incident response (power-cycle, restore, escalate)
  4. Days 10–12 — cryptographic operations (HSM, key rotation, FIPS verification)
  5. Days 13–14 — certification exam (60-question, 75% pass, valid 12 months)

8. Renewal-readiness scoring (60-day forward-looking)

At Day 90, the CS lead computes a renewal-readiness score from the 9 KPI gates. The score is forward-looking — it predicts the probability of renewal at Day 365 based on observed trajectory.

renewal_readiness_score = (0.40 * G3.1_roi) + (0.30 * G3.2_governance) + (0.20 * G2.3_adoption) + (0.10 * G1.3_first_sigil) If score >= 0.80: HIGH — proceed with multi-year renewal proposal If 0.60 <= score < 0.80: MEDIUM — joint value-realisation workshop If 0.40 <= score < 0.60: LOW — executive sponsor intervention If score < 0.40: AT RISK — churn-prevention playbook activated

9. What this plan is NOT

10. Cross-walk to DEFONEOS pack

11. Honesty register

  1. The 80% trained-operator threshold is the operator's home organisation's contractual threshold — buyers with stricter thresholds (e.g. 100% for SC-cleared environments) should override this default.
  2. The 60% weekly adoption threshold is based on observed adoption in three pilot deployments; it is not a universally validated metric. Buyers with different usage patterns should adjust.
  3. The 3x ROI multiple is the minimum the supplier will commit to in writing; observed multiples in pilot deployments have been 4-7x.
  4. The renewal-readiness score is a heuristic, not a statistical model. It is calibrated against three pilot deployments, not a large sample.
  5. If the buyer is operating in an air-gapped environment, the training programme must be delivered on-site (not via remote video) — see defoneos-mod-air-gap-deployment-guide.html.