How are you building growth and retention into your company’s DNA?
Customer Success begins in Marketing and continues even after churn.
The BIGR Maturity Model is a tactical framework designed for Series Seed- through B-stage companies to evaluate how well they are operationalizing growth and retention from their existing customer base.
This is not a theory—it’s a diagnostic tool to provoke honest reflection, prioritize focus, and spark conversations with your go-to-market leadership team.
At this stage, Customer Success must clearly deliver quantifiable value. That means showing measurable impact on adoption, retention, and expansion—not just “managing relationships.” That takes intention, structure, and the right metrics.
Each area below reflects a critical stage in the customer experience where growth and retention can be either built in—or left behind.
Assess each on a spectrum: Ad Hoc → Repeatable → Scalable → Evolved.
The strategic output of your HEART is optimizing the definition of your ideal customer profile (ICP). Define it quantitatively and then deliver the findings to assist Marketing and Sales.
Most companies over-invest in acquisition and under-invest in the growth that comes from customers they already have.
Here’s the twist: Customer Success doesn’t serve the end-user—Customer Success serves Sales, via the customer.
That’s why Customer Success should not carry a revenue quota. Instead, it should own the leading indicators of retention and expansion.
Identifying those indicators isn’t simple—it requires analysis, alignment, and experience.
After all, health scores are a predictor of churn so you need a predictor of health.