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Steer Health — Client Growth Team Playbook

Last updated: May 27 2025

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1. Purpose

Equip the Client Success Team (CST) with a repeatable, data‑driven system to maximize client value and revenue growth while delivering a best‑in‑class customer experience. The playbook turns reactive support into proactive partnership, aligning Steer Health’s platform with every client’s strategic goals.

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2. Guiding Principles

Customer‑Centricity – Live and breathe the customers you own. Decisions start with client outcomes and work backwards.

Proactive Value Delivery – Don’t wait for tickets; surface insights, wins, and improvement areas before clients ask.

Data Over Opinions – Every recommendation cites quantified impact (e.g., patient volume uplift, downstream referral %, workflow minutes saved).

One Team, One Voice – Sales, Onboarding, Product, and Support share a single customer narrative and handoff protocol.

Earn & Expand – Land quickly, prove ROI fast, then drive expansion via scorecards and success plans.

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3. Roles & Responsibilities

Table 1

Table 1

Role

Core Accountability

Success Measures

CS Manager (CSM)

Owns post‑sale relationship & revenue; drives adoption, upsell, renewal

Net Revenue Retention (NRR), Health Score, CSAT

Implementation Lead (TBD)

0–90 day onboarding, training, go‑live

Time‑to‑Value, Adoption %, Launch NPS

Solutions Engineer (Alicia)

Technical depth; maps new workflows & integrations

Solution Fit Score, Integration SLA

Data Engineer (Siddharth)

Produces scorecards & insights

Report Accuracy, Report Timeliness

Product Liaison (Abhishek)

Voice of customer → Product roadmap

# Prioritized VOC Items, Feature Adoption

There are no rows in this table

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RACI note: The CSM is Accountable for all client‑facing deliverables; other roles are Responsible for specific tasks.

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4. Customer Segmentation & Account Assignment

Accounts are assigned based on the care setting plus Annual Recurring Revenue (ARR) tier:

Table 2

Table 2

Segment

Definition

Owner Ratio

Cadence

Hospital Systems

≥ $500k ARR OR ≥ 5 hospitals

1 GM : 4 accounts

Weekly touch

Medical Groups

Multi‑site practices, $100k–\$500k ARR

1 GM : 8 accounts

Bi‑weekly

Surgical Facilities

ASCs, Cath labs, Imaging centers

1 GM : 12 accounts

Monthly

Functional Medicine / Niche

≤ $100k ARR single site

Pooled CSM

Quarterly

There are no rows in this table

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5. Discovery & Goal Alignment Framework

Kick‑off Workshop (Day 0‑14)

Map executive goals to platform capabilities (e.g., Increase patient volume 15% ↔ Digital Front Door + PreVisit).

Capture baseline metrics, stakeholders, success criteria.

30‑Day Check – Validate data flow, early wins.

Quarterly Business Review (QBR) – Refresh goals, share ROI, reset roadmap.

Key Questions

What are your top three growth KPIs this quarter?

Which manual workflows create the most friction today?

How will success be measured internally? (e.g., RVUs, call abandonment rate)

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6. Success Planning & Scorecards

Each account has a living Client Success Plan stored in HubSpot. Elements:

Objectives & Key Results (OKRs)

Current Health Score (Adoption, Utilization, Sentiment, ROI)

30‑60‑90 Day Action Items

Expansion Opportunities

Risks & Mitigations

Monthly Scorecard Template

Table 3

Table 3

Metric

Baseline

Current

Goal

Commentary

New Patient Volume/mo/provider

820

925

▲ 12.8%

943

Ahead of pace

Downstream Referrals/mo

210

255

▲ 21%

275

Needs focus Q3

Front‑Desk Tasks Automated

350

▲

500

Add IVR integration

Clinician Minutes Saved/visit

2.3

▲

Chart prep automation launched

There are no rows in this table

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Send scorecards by the 5th business day each month. Highlight wins, gaps, and next best actions.

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7. Engagement Cadence

Table 4

Table 4

Touchpoint

Channel

Owner

Frequency

Purpose

Executive QBR

Video + Deck

Quarterly

ROI, roadmap, renewals

Operational Review

Video/Email

GM + Ops

Monthly

Metrics deep‑dive

Health Check Call

Phone

Bi‑weekly (Hospitals) / Monthly (others)

Pulse, blockers

Feature Release Note

Email/In‑app

Product Liaison

As needed

Adoption enablement

NPS Survey

In‑app

Ops

Semi‑annual

Voice of Customer

Renewal Prep

Video

120, 90, 60, 30 days pre‑term

Price, scope, legal

There are no rows in this table

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8. Core Plays

8.1 Onboarding (Day 0‑90)

Kick‑off (Day 0) – confirm scope, timeline, success criteria.

Week 2 – environment setup, EHR integration, sandbox demo.

Week 4 – staff training; launch first workflow.

Week 6 – adoption checkpoint; share initial metrics.

Week 12 – go‑live retro + handoff to steady‑state cadence.

8.2 Expansion Play

Trigger: Health Score ≥ 8/10 AND at least one high‑impact outcome achieved.

Validate additional pain point.

Build mini‑business case (ROI model template).

Exec alignment call.

Pilot contract add‑on.

8.3 Risk Mitigation Play

Trigger: Health Score ≤ 6/10, negative NPS, or overdue invoice.

Engage Champion within 24 h.

Root‑cause analysis (people, process, tech).

Draft Get‑Well Plan with clear owners & timeline.

Weekly progress until risk cleared.

8.4 Renewal Play

120‑Day timeline with price proposal, QBR, legal review, signature target ≥ 30 days pre‑term.

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9. Metrics & Dashboards

Table 5

Table 5

10. Tools & Enablement

CRM: HubSpot – lifecycle stages, tasks, deals, renewal dates.

CS Platform: Hubspot – Health Scores, playbooks, QBR decks auto‑generated.

Analytics: Looker + BigQuery – outcome metrics.

Communication: Dialpad library, Front shared inbox.

Product Analytics: TBD.

Issue Tracker: Jira – Single board consolidating all open bugs and enhancement requests, visible company‑wide for transparent status and ownership.

Enablement Hub: Coda with battlecards, objection handling, email templates.

Quarterly enablement sessions cover new plays, product launches, and competitive intel.

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11. Governance & Continuous Improvement

Weekly CGT Stand‑up – review KPIs, deal/risk board.

Monthly Retro – inspect last month’s play outcomes, update this playbook.

Quarterly Benchmarking – compare Steer Health metrics to industry medians.

Annual Strategy Offsite – refine segmentation, pricing, GTM motions.

Changes to the playbook require Director of Client Growth approval and version history tracking.

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12. Appendices

A. Email & Call Scripts – see Notion/Enablement Hub

B. ROI Calculator Template – Google Sheet link

C. Glossary – definitions of KPIs & terms

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Remember: Our clients measure us by the results they achieve, not the features we provide. Own their outcomes, and growth follows.

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