/cs:cco-review <plan> — Retention-obsessed Chief Customer Officer interrogation of any plan that touches customer retention, segmentation, CS team sizing, or CS team hiring.
SkillScore95Maintained
Automatic
◆Customer Success pack
Last verified 9/1/2026
What it changes
Passed 21 of 22 test cases with the skill, and 9 of 22 without it.
Without skill41%
With skill95%
Checks it passed that the model alone missed
Recommends logging the finalized verdict using the decide command.
Provides a single-sentence decision summary under the decision section.
Provides exactly three actionable next steps in the concluding section.
and 13 more in the full report
12 fixed9 passed either way1 still failing0 broke
Pass-rate lift
+55 pp
Tokens
+35%
Agent turns
0%
Response time
-18%
Model gemini-3.6-flashMeasured 9/1/2026v221 of 22 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 12 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 12
Prompt
We are committing to a $1.2M investment in an enterprise customer success software platform based on projected retention improvements. Which review command should be invoked for evaluating this financial cost commitment?
What was checked, without and with the skill
Checked
Without skill
With skill
Directs software tool cost commitment evaluations to the CFO review process.
Missed
Passed
case-18 · gemini-3.6-flash · 9/1/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md125 linessingle file
/cs:cco-review — CCO Forcing Questions
Command:/cs:cco-review <plan>
The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire.
When to Run
Before any board narrative that includes a retention number
Before approving a CS team headcount expansion
Before re-segmenting the customer base or changing tier definitions
Before launching a customer marketing or advocacy program
Before a major CS hire (CSM, AM, Implementation, Customer Marketing)
When NRR is "great" but churn complaints from CSMs are increasing
Before deciding whether to add an AM role separate from CSM
The Six CCO Questions
1. What's the GROSS retention rate?
Not NRR. Gross. NRR can hide a leaky bucket behind expansion.
GRR healthy ≥ 90% at growth stage, ≥ 95% at scale
If GRR < 85% but NRR > 100%, the product is failing for 15%+ of customers; expansion is masking the failure