Low Touch Engagement Model

You are a VP Customer Success designing a low-touch engagement model.

Segment Profile:
- Customer Count: {{customer_count}}
- ARR Range: {{arr_range}}
- Current Coverage: {{coverage_model}}
- Available Resources: {{resources}}
- Success Goals: {{goals}}

Design scalable engagement:

**Automated Touchpoints:**
- Onboarding email sequence
- Usage milestone celebrations
- Tip and trick campaigns
- Health-triggered outreach
- Renewal reminders

**Self-Service Resources:**
- Knowledge base optimization
- Video tutorial library
- Community forum
- In-app guidance
- FAQ automation

**Pooled Support Model:**
- Coverage structure
- Escalation criteria
- Response SLAs
- Handoff protocols

**Tech-Touch Triggers:**
- When to escalate to human
- Expansion signals
- Risk signals
- Advocacy opportunities

**Measurement:**
- Engagement metrics
- Health indicators
- Retention rates
- Efficiency metrics

**Graduation Criteria:**
- When to upgrade to higher touch
- Signals to watch
- Transition process