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🏢 Business & Strategy

Free Customer Success Maturity Assessment Template

Score onboarding, health monitoring, proactive engagement, churn handling and expansion to find the CS maturity rung to build next.

~10 min
5 weighted dimensions
AI PDF Report
AI Consultant
Live Preview

Quick answer

Score onboarding, health monitoring, proactive engagement, churn handling and expansion to find the CS maturity rung to build next.

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About this template

Customer success matures in a known order: first reliable onboarding, then health signals, then proactive playbooks, then disciplined churn saves and expansion motion. Scoring all five together shows which stage your motion is actually at, so teams stop skipping to playbooks before health data exists. The AI report names the missing rung and the build sequence. Maturity here is about repeatability, not team size.

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Template at a Glance

TemplateCustomer Success Maturity Assessment
CategoryBusiness & Strategy
FormatWeighted 1–5 assessment with personalized AI PDF report
Time to completeAbout 10 minutes per response
What you getA personalized AI report (printable PDF) per response, plus the raw answers
Best forCS leaders · Account managers · Founders
CostFree to copy and customize on FormLM
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What This Assessment Measures

Five dimensions, scored 1–5 and weighted into one result.

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Live Preview

Sample form and AI report preview — fill it in to see live scoring and the report.

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Fill it in to see how responses flow.
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Sample AI report with scoring visuals and recommendations, printable as a PDF.
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Scan the QR on the report to start an AI consultant chat.
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What's Included

Everything you need to run this template.

1

Five weighted dimensions

Onboarding, Health monitoring, Proactive engagement, Churn handling, Expansion motion — each scored 1–5.

2

Weighted composite score

A defensible overall view that keeps dimensions separate.

3

Personalized AI PDF report

The weakest dimension, what it caps, and a prioritized fix list.

4

QR into an AI consultant chat

Every report links a chat trained on this topic for follow-ups.

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How It Works

From copy to deliverable in four steps.

1

Use This Template

Copy the assessment, scoring and report settings into your FormLM workspace — free.

2

Customize

Adjust dimensions and weights to match how your business runs.

3

Share and collect

Send the link or QR; each response is scored automatically.

4

Review and act

Open the personalized AI PDF report and share it with stakeholders.

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Who Is This For

Pick your role — see how it fits your workflow.

1

CS leaders

Build the next rung, not the loudest one.

2

Account managers

Align saves and expansion motion.

3

Founders

Know if churn is product or process.

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Key Features

What makes this template work as a professional deliverable.

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Sample Questions Inside

A preview of real questions — the full version adds scoring and a personalized report per respondent.

  1. New customers reach first value on a defined onboarding path (1–5)
  2. We see health decline weeks before renewal talks (1–5)
  3. Proactive touches fire on customer triggers (1–5)
  4. Churn is saved or learned from systematically (1–5)
  5. Expansion opportunities are spotted and routed (1–5)
  6. Which lost customer taught you the most? (open)
  7. What signal would you pay for, if it came automatically? (open)
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Frequently Asked Questions

What are the five CS maturity stages here?
Onboarding, health monitoring, proactive engagement, churn handling and expansion — ordered from foundation to growth motion.
Are we too small for this?
Small base, high-value accounts still need at least defined onboarding and a health signal; the assessment shows the minimum viable next rung.
Is this based on a published maturity model?
It uses the common CS maturity progression as reference but is an original self-assessment design, not a licensed model.
What does the AI report give CS leaders?
The rung you're on, the rung to build next, and quick wins where existing signals are already collected but unused.
Who answers — CSMs or leadership?
Both; the gap usually identifies whether maturity is missing or merely uncommunicated.
Is it free to use?
Yes. Click Use This Template to copy the form, scoring and report configuration into your FormLM workspace for free, then customize and share it.
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Run the Customer Success Maturity Assessment this quarter

A 5-dimension scored check with a personalized AI report — free to copy and customize.