Post Mortem
$30.00
Customer Post-Mortem Template + Step-by-Step Guide
Churn is never “just churn.” It’s a signal.
This Customer Post-Mortem Template is designed to help Customer Success, Product, Sales, and Leadership teams run high-signal, blameless, outcome-driven post-mortems that actually lead to change — not finger-pointing or forgotten notes.
This isn’t a retrospective for the sake of documentation. It’s a repeatable system for understanding what happened, why it happened, and what needs to change so it doesn’t happen again.
What’s Included:
✔ Customer Post-Mortem Template (Google Slides)
✔ Customer Post-Mortem Template (PowerPoint)
✔ PDF Step-by-Step Guide with detailed instructions on:
When to use the template
Why post-mortems matter (and when they don’t)
How to run an effective post-mortem meeting
How to fill out each section of the template
Best practices for both CSMs and Leaders
What This Template Helps You Do
Run structured, cross-functional churn reviews without blame
Capture facts, patterns, and root causes — not opinions
Identify systemic issues across Sales, CS, Product, Support, and Onboarding
Turn churn into clear actions, owners, and process improvements
Build a consistent learning loop that improves retention over time
This framework is especially valuable for Enterprise and high-ARR churn events, strategic logo loss, and churn that signals repeatable risk across your customer base.
Who This Is For
Customer Success Leaders
Customer Success Managers
Product Managers
Sales & Account Leaders
Support, Services, and Implementation teams
Any organization serious about learning from churn instead of repeating it
How It’s Designed to Be Used
This template works best when paired with the included PDF guide, which walks you through:
Before the meeting: data collection, prep, and ownership
During the meeting: facilitation, guardrails, and discussion flow
After the meeting: follow-through, accountability, and action tracking
You’ll know exactly what “good” looks like at every step.
Why This Is Different
Most post-mortems stop at “what went wrong.”
This one forces clarity:
What decisions increased risk
Where expectations broke down
Which systems failed — not which people did
What must change before the next renewal cycle
It’s built to drive behavior change, process improvement, and better outcomes, not just insights.
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