Customer Success · Template
30-Day Launch Recap
Delivered by CSM at Day 30 post-launch. Drives the first optimization cycle.
Section 1 — Launch Summary
| Field | Value |
|---|
| Client | {{client.name}} |
| Go-live date | {{client.launchDate}} |
| Treatment categories live | {{client.categories}} |
| CSM owner | {{owner}} |
| Platform fee | {{client.fee}} |
Section 2 — KPIs (Day 1–30)
| Metric | Day 30 actual | Target | Status |
|---|
| Orders created | — | — | On track |
| Intake completion rate | —% | ≥ 65% | On track |
| Checkout conversion | —% | ≥ 55% | On track |
| Provider approval rate | —% | ≥ 80% | On track |
| Avg. time to ship (Rx) | — hrs | ≤ 72 hrs | On track |
| Support ticket volume / 100 orders | — | ≤ 8 | On track |
| Refund / chargeback rate | —% | ≤ 1.5% | On track |
Section 3 — Wins
- Three quantitative wins from the first 30 days.
- One qualitative quote from a stakeholder or patient.
Section 4 — Friction Points
- Issues observed (intake drop-off, payment failures, pharmacy delays, CX gaps).
- Root-cause + owner for each.
Section 5 — 60-Day Action Plan
| Action | Owner | Target date |
|---|
| Optimization #1 | — | — |
| Optimization #2 | — | — |
| Optimization #3 | — | — |
Delivery format: 25-min live call. Recording + this recap shared in shared workspace within 24 hours.