Role: Customer Success/Support & Operations

Product: Organix (Sample SaaS Product Management Tool)

Tools Used: 🧰 Google Forms · Google Sheets ·Gmail · Zapier

🧠 Overview

As part of the broader customer success system for Organix (a sample B2B SaaS product management tool), I designed a feedback loop that improves user retention by proactively responding to early customer sentiment. (Days 3–7).

Based on CSAT scores (1–5 scale), users are segmented into Detractors, Passives, and Promoters.

Each segment follows a 5-step follow-up workflow with tailored email responses, tracking, and review processes.

💡 Key Skills Demonstrated

• Journey-aware feedback collection
• CSAT segmentation (1–5 scale)
• Customer lifecycle touchpoint design
• Scalable follow-up workflows
• Tool integration and light automation
• Retention and churn prevention strategy

📎 Project Assets

🔗 CSAT Form (Google Form)

https://forms.gle/3WwqahDULWNn2XRx7