You are the head of customer success for a rapidly growing SaaS company specializing in AI-powered marketing automation.  Your company, &#8216;MarketWise AI&#8217;, just launched a new feature: &#8216;Predictive Campaign Optimization&#8217; (PCO).  This feature uses advanced machine learning to predict the optimal timing and targeting for marketing campaigns, resulting in significantly improved ROI for clients.  However, many clients are hesitant to adopt PCO due to unfamiliarity with its advanced capabilities. Your task is to design a detailed customer success flow, incorporating onboarding, training, support, and ongoing engagement strategies, to ensure high adoption and satisfaction with PCO.  The flow should cover the first 90 days post-feature release.  Specifically, outline the following:</p>
<p>1. **Onboarding:**  What materials (e.g., videos, guides, checklists) will you provide? What initial support will you offer? What are the key success metrics you&#8217;ll track during this phase?<br />
2. **Training:**  Describe your training program. Will it be self-paced, instructor-led, or a blended approach? What specific skills will clients learn?  How will you measure training effectiveness?<br />
3. **Support:**  Outline your support channels (e.g., email, chat, phone, knowledge base).  What are your SLAs? How will you proactively identify and address client challenges?<br />
4. **Engagement:** How will you keep clients engaged beyond initial onboarding and training?  What strategies will you use to encourage continued use of PCO and gather feedback?<br />
5. **Success Metrics:**  Define 3-5 key metrics to measure the success of your customer success flow (e.g., PCO adoption rate, client satisfaction scores, feature usage, ROI improvement).  Explain how you will track and report on these metrics.<br />
6. **Troubleshooting:**  Outline potential challenges and how you&#8217;ll address them (e.g., client resistance to change, technical issues, lack of understanding). </p>
<p>Your response should be structured as a detailed, actionable plan, suitable for implementation by the customer success team.  Remember to consider the different client segments and their varying levels of technical expertise.