🎯

CS Command Centre

Infinity Clients · Client Success Intelligence

🚨 1 client(s) need immediate action
Mon, 16 Feb 2026
💷Total MRR
£30,000
8 clients
❤️Avg Health
69%
Across all clients
📊Avg NPS
6.9
Net Promoter Score
🔴DEFCON 1
1
Immediate action
💰Upsell Ready
4
Revenue opportunity
⏰First 90 Days
3
High churn risk window
ClientHealthMRRTouchpointsNPSDEFCONOpportunities
🔴Urban Body Laser
Sarah Mitchell · First 90 Days · 📊 Analytical
28%
£4,000
8d ago ⚠️Next: TODAY
3/10
1
🚨 CHURN RISK⏳ EXTENSION CANDIDATE🔄 AD REFRESH
🟡Rejuvenate Med Spa
John Stone · First 90 Days · 💛 Emotional
50%
£2,500
5d ago ⚠️Next: 2d
4/10
2
🔄 AD REFRESH
🟡Skin Revival London
John Stone · First 90 Days · 💛 Emotional
58%
£2,500
6d ago ⚠️Next: 1d
5/10
2
🔄 AD REFRESH
🟡Dr. Chen Medical Spa
John Stone · First 90 Days · 📊 Analytical
62%
£5,000
3d ago Next: 4d
6/10
2
🟢Luxe Laser & Skin
Sarah Mitchell · Renewed · 💛 Emotional
80%
£3,500
2d ago Next: 10d
8/10
3
💰 UPSELL⭐ ASK REVIEW
🟢Glow Aesthetics Studio
Sarah Mitchell · Renewed · 💛 Emotional
88%
£3,000
1d ago Next: 12d
10/10
3
💰 UPSELL🎥 GET TESTIMONIAL🤝 ASK REFERRAL+1
🟢Pure Indulgence Aesthetics
John Stone · Renewed · 📊 Analytical
92%
£3,500
2d ago Next: 3d
9/10
3
💰 UPSELL🎥 GET TESTIMONIAL⭐ ASK REVIEW+2
🟢Bella Vita Clinics
Sarah Mitchell · Renewed · 📊 Analytical
95%
£6,000
Today Next: 13d
10/10
3
💰 UPSELL🤝 ASK REFERRAL📈 SCALE UP

🪜 Downsell Ladder (Exit Call)

1
Half-Price Next Month
First offer if client is on the fence
2
2-Week Extension
Lower cost, prove we can turn it around
3
4-Week Extension
Hail mary — need more time for bigger fix
4
Churn the Client
Last resort if they refuse everything
5
Refund
Only if catastrophic agency fault

📋 Daily CS Checklist

🔴Review DEFCON 1 clients — take immediate action
🟡Check all clients with next call TODAY
🟡Respond to all client Slack messages (sprint block)
🟡Reach out to DEFCON 2 clients not touched in 5+ days
🟢Flag upsell-ready clients to CEO/Head of CS
🟢Ask promoters (NPS 9-10) for reviews/testimonials
🟢Update client management board after every touchpoint
🔴Submit EOD report by end of day

Extension KPIs

Extension %
3.2%
Target: <5%
Renewal %
62%
Target: >50%

Accounts Receivable

Collection Rate
96.4%
Target: >95%
Overdue
1
Hot list

Churn Rate

This Month
4.8%
Target: <8%
Avg LTV
£14.2k
Per client