◆Customer Success pack

Four-phase framework for onboarding enterprise customers from contract to value realization. Use when implementing new enterprise customers, preventing churn during onboarding, or solving the adoption cliff that kills deals post-go-live. Includes the Week 4 ghosting pattern.

Reduce voluntary and involuntary churn through cancel flow design, save offers, exit surveys, and dunning sequences. Use when designing or optimizing a cancel flow, building save offers, setting up dunning emails, or reducing failed-payment churn. Trigger keywords: cancel flow, churn reduction, save offers, dunning, exit survey, payment recovery, win-back, involuntary churn, failed payments, cancel page. NOT for customer health scoring or expansion revenue — use customer-success-manager for that

Reduce voluntary and involuntary churn with cancel flows, save offers, dunning, win-back tactics, and retention strategy. Use when users are cancelling, failed payments are rising, or subscription retention needs improvement.

/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. Use when gross retention is slipping, before approving CSM headcount, or when deciding which customer segments to keep or fire.

When the user wants to understand, reduce, or recover from developer churn. Trigger phrases include "why developers leave," "churn rate," "win-back campaign," "at-risk users," "developer retention," "preventing churn," or "competitor switching."

Watches community channels for engagement signals (members asking questions repeatedly, members offering help in their domain, members at risk of churning) and produces a daily digest for community leads with suggested actions covering who needs a personal follow-up, who to introduce to whom, and where attention is most needed. All actions go through the community lead, never auto-DM.

When the user wants to reduce churn, build cancellation flows, set up save offers, recover failed payments, or implement retention strategies. Also use when the user mentions 'churn,' 'cancel flow,' 'offboarding,' 'save offer,' 'dunning,' 'failed payment recovery,' 'win-back,' 'retention,' 'exit survey,' 'pause subscription,' 'involuntary churn,' 'people keep canceling,' 'churn rate is too high,' 'how do I keep users,' or 'customers are leaving.' Use this whenever someone is losing subscribers o

cancellation save / retention replies decisions per internal policy

renewal and upsell nudges decisions per internal policy

Client onboarding and business diagnostic framework for AI agent deployments. Covers 4-round diagnostic process, 6 constraint categories, deployment SOP with completion contracts, tiered advisory mode for new automations, and the 6-week sell narrative. Use when onboarding new clients for agent deployments or managed automation services. NOT for self-service SaaS onboarding or consumer products.

Chief Customer Officer advisory for startups: retention decomposition (gross retention vs NRR honesty, churn root-cause taxonomy), customer segmentation strategy (differential investment across tiers + ICP fit scoring), CS team coverage model (pooled vs named CSM thresholds + ratio math), and CS team org evolution (CS vs Support vs AM distinctions). Use when designing retention strategy, segmenting customers for differential investment, sizing CS team, or sequencing CS hires. Strategic only — do

Monitors customer health, predicts churn risk, and identifies expansion opportunities using weighted scoring models for SaaS customer success. Use when analyzing customer accounts, reviewing retention metrics, scoring at-risk customers, or when the user mentions churn, customer health scores, upsell opportunities, expansion revenue, retention analysis, or customer analytics. Runs three Python CLI tools to produce deterministic health scores, churn risk tiers, and prioritized expansion recommenda

Growth Strategist agent for revenue operations, sales engineering, customer success, and business development. Orchestrates business-growth skills. Spawn when users need pipeline analysis, churn prevention, expansion scoring, sales demos, or proposal writing.

renewal and upsell nudges decisions per internal policy

When the user wants to reduce churn, build cancellation flows, set up save offers, recover failed payments, or implement retention strategies. Also use when the user mentions 'churn,' 'cancel flow,' 'offboarding,' 'save offer,' 'dunning,' 'failed payment recovery,' 'win-back,' 'retention,' 'exit survey,' 'pause subscription,' 'involuntary churn,' 'people keep canceling,' 'churn rate is too high,' 'how do I keep users,' or 'customers are leaving.' Use this whenever someone is losing subscribers o

Use when rolling up a batch of raw customer feedback — support tickets, NPS comments, reviews, survey verbatims, call notes — into a themes digest, where each theme is ranked by how often it appears times how severe it is, carries a count, and is anchored to one quote copied word-for-word from the feedback. Produces a fixed digest instead of a freeform summary, and never introduces a theme no feedback item actually raised. Do NOT use for scoring one account's churn risk, writing a QBR, or replying to a single ticket.

Use when a customer asks to cancel or signals they're leaving — diagnoses the stated reason first, then matches a save play to that reason up an escalating ladder (fix the root cause, then a capped concession, then one counter-offer, then a clean exit) instead of leading with the biggest discount. Do NOT use for scoring an account's churn risk, summarizing exit-survey themes, or formatting a cancellation email.

Automate Gatherup tasks via Rube MCP (Composio). Always search tools first for current schemas.

Use when producing the recurring at-risk / red-account review row — the one compact line-per-field entry (account, ARR, health band, top risk, play in flight, ask, next milestone and date) that a CS team reads down a save list, instead of a status paragraph. Do NOT use for a one-off escalation up to leadership (escalation-summary), scoring one renewal go/watch/at-risk (renewal-risk-flag), or a full QBR writeup (qbr-summary).

Use when writing up a quarterly business review (QBR) for a customer account — turns raw account notes into the fixed section set (account health, then usage and adoption, then value delivered, then risks, then roadmap and asks) instead of a freeform narrative. Do NOT use for scoring an account's churn risk, building a usage-metrics rollup, or drafting a renewal or check-in email. Template: replace the outline with your team's own QBR sections.

Use when planning how to approach an upcoming account renewal — turns account facts into a renewal play with the usage trend, executive-sponsor status, value realized versus promised, a renewal ask paired with a walk-away floor, and a pre-renewal timeline dated backward from the renewal date. Do NOT use for scoring an account into a churn-risk tier, saving a customer who is actively cancelling, or writing up a quarterly review.

Use when writing an INTERNAL escalation to leadership about a customer account in trouble — leads with account, ARR, and severity, then states what happened, the business impact, the specific ask, and the owner plus next update, one binary claim per line. Do NOT use for a customer-facing status update, a where-to-route decision, or a resolved-incident postmortem.

Use when building the business case to upsell or cross-sell an existing customer — turns the account facts into a fixed five-part case (value already proven, then the gap, then the proposed expansion, then quantified ROI, then the ask) grounded only in the given facts, instead of a freeform pitch. Do NOT use for detecting which accounts have expansion signals, scoring churn risk, writing a QBR recap, or planning a renewal approach.

When the user wants to reduce churn, build expansion revenue, automate customer success, or optimize net revenue retention. Also use when the user mentions 'churn,' 'retention,' 'expansion revenue,' 'upsell,' 'NRR,' 'net revenue retention,' 'customer success,' 'land and expand,' 'closed-lost,' or 'renewal.' This skill covers expansion and retention systems from usage triggers through automated customer success. Do NOT use for technical implementation, code review, or software architecture.