Claude Skills by t0ddc3by

Assess CSM capacity and coverage across the book — current load vs. target ratios, coverage gaps by segment and motion, headcount recommendations, and account redistribution options. Use for quarterly planning cycles, headcount requests, CSM departure coverage, or when Red-tier concentration suggests a coverage problem rather than a product or relationship problem. Produces a capacity assessment with specific redistribution or hiring recommendations.

Run the CS-Ops plugin configuration interview — collects CS data model, metrics definitions, tooling stack, health model governance, reporting cadence, and team structure to produce the cs-ops practice config file. Runs automatically on first use of any cs-ops skill when config is missing. Distinct from the CSM plugin's cold-start-interview skill (which configures the CSM skill set for account-level execution); this skill configures the CS-Ops plugin (portfolio analytics, capacity planning, d...

Update the CS-Ops plugin configuration — segment definitions, CSM ratios, health thresholds, playbook settings, escalation matrix, data quality rules, and reporting defaults. After organizational changes (territory restructure, headcount change, segment redefinition), or when audit outputs reveal configuration mismatches. Wraps the cold-start-interview configuration into targeted section updates without requiring a full re-interview. Distinct from /cs-ops:cold-start-interview which is the ini...

Audit CRM and CS platform data quality against configured field requirements — completeness, staleness, consistency, and orphaned records. Use before reporting cycles, after CSM transitions, or when analytics outputs appear unreliable. Produces a field-level data quality scorecard with a prioritized remediation backlog. Distinct from health-model-review: this skill audits the data feeding the health model; health-model-review audits the model itself.

Audit the portfolio health model — distribution analysis, component weight validation, threshold calibration, signal freshness, and predictive accuracy assessment. Use quarterly or when churn patterns diverge from health classifications. Produces an ops-level health model assessment with calibration recommendations, not account-level health reviews (use the CSM plugin's health-score-review skill for individual accounts; if the `csm` plugin is installed, run `/csm:health-score-review`).

Generate a CS metrics dashboard — portfolio health snapshot, retention metrics, CSM performance summary, renewal pipeline view, and leading indicator trends. Use for weekly leadership reporting, monthly executive summaries, quarterly board presentations, or any stakeholder audience requiring a structured CS metrics view. Calibrated to the configured primary performance indicator and reporting period.

Audit the CS playbook for coverage gaps, trigger specificity, outcome measurability, play adoption rates, and dead plays. Use quarterly or when churn patterns suggest the playbook is missing key scenarios. Produces an ops-level playbook assessment with specific gap and improvement recommendations. Distinct from the CSM plugin's taro-play-runner skill (which executes individual plays); this skill evaluates whether the right plays exist and whether they are working.

Create or update CS Ops process documentation — SOPs, governance records, handoff guides, decision logs, and data quality standards. Use when a CS process needs to be codified, a governance decision needs a permanent record, or a recurring workflow needs a repeatable SOP. Produces publication-ready Markdown documentation calibrated to the specified process type. Distinct from /cs-ops:capacity-planner and /cs-ops:playbook-auditor which produce analysis outputs; this skill produces durable proc...

Analyze the CS book by segment — ARR distribution, health distribution per segment, CSM coverage ratios, motion-to-segment fit, and reclassification candidates. Use for quarterly planning, headcount requests, CS motion calibration, or when leadership asks "how is [segment] performing?" Produces a segment analysis report and optional reclassification queue. Distinct from health-model-review: this skill analyzes by segment, not by health component.

Pre-call and pre-meeting account brief — pulls CRM data, health signals, call history, and usage context into a structured one-page snapshot. Use before any customer call, QBR, health review, or stakeholder meeting. Works standalone (paste context) or with connected CRM, CS Platform, and call recording tools.

Pre-call preparation brief — agenda, attendee context, recommended talking points, and questions calibrated to your CS motion and account state. Use 24-48 hours before any customer call: kickoff, QBR, health check, renewal conversation, or ad-hoc check-in. Pairs with account-research for full context.

Create, update, or close a formal escalation record for any escalation type — technical (unresolved P1/P2), customer complaint, executive escalation request, or internal process failure. Distinct from risk-flag's escalation output: this skill manages the escalation lifecycle, produces stakeholder communications, and tracks resolution. Use when a customer issue exceeds normal support handling, when an executive stakeholder requests formal escalation, or when a risk-flag memo has been accepted ...

Generate a customer-facing expansion proposal (csm-led) or a CSQL Qualification Package for Sales handoff (csql) based on account health, usage signals, and expansion opportunity context. Applies 5 constraints, 5 expert checks, and 5 anti-pattern guards before output generation.

Five-phase expansion onboarding skill for Customer Success Managers. Classifies the expansion type (csql or csm-led), scaffolds the success plan, logs the OCV entry, sets M1–M5 milestones, and produces a kickoff agenda — all in a single guided session. Requires account_name, csm_name, and expansion_product; all other inputs are optional with intelligent defaults and carry-in context loading.

Structured health review for one account or a portfolio cohort — health signal breakdown, trend analysis, risk classification, and recommended actions. Use for weekly account reviews, portfolio triage, or when a health alert fires. Applies your configured health model components and thresholds.

Build or review a Quarterly Business Review — value delivered against success criteria, metrics summary, next-period priorities, and executive narrative. Use for QBR prep, mid-quarter health reviews, and executive business reviews. Produces an internal working document and a customer-facing deliverable separately.

Assess renewal readiness for an account — health, relationship, value delivery, stakeholder coverage, and commercial risk — and produce a renewal action plan. Use 90–180 days before renewal to identify and close gaps before the commercial conversation begins. Produces an internal readiness brief, a renewal timeline, and (optionally) a customer-facing renewal prep summary. Distinct from risk-flag: this skill assesses the full renewal picture including Green accounts, not only accounts in distr...

Structured risk memo for an at-risk account — signals present, severity assessment, escalation routing from your configured matrix, and recommended intervention. Use when a health alert fires, a churn signal is detected, or you need to communicate account risk to leadership. Produces a CSM brief and an escalation-ready summary separately.

Build or update a stakeholder map for an account — contacts, roles, influence, relationship health, engagement gaps, and sponsor risk assessment. Use when preparing for a QBR, after an org change, or when relationship coverage feels thin. Produces both an internal analysis and a clean contact reference.

Build or update a customer success plan — account-specific success criteria, measurable milestones, engagement cadence, and mutual commitments. Use at kickoff for new accounts, when success criteria have drifted, or when an account needs a plan reset. Produces a co-authored document, not a CSM internal tracker.

Generates and refreshes structured Customer Success Plan canvas documents for a specific account and lifecycle stage. Supports three plan types: initial onboarding, pre-expansion, and pre-renewal review. OCV-aware: reads Outcome & Value Catalog snapshot data to surface gaps and delivered outcomes.

Reviews an existing success plan canvas and generates a structured progress review artifact with milestone scorecard, OCV outcome ratings, CSM action list, and optional customer-facing summary and QBR pre-work note.

Select and execute a TARO play (Trigger, Action, Resource, Outcome) from your configured playbook for an account situation. Use when a health alert fires, a lifecycle stage transition occurs, or you need a structured play for a common CS motion — adoption push, executive re-engagement, at-risk recovery, or expansion readiness. Identifies the right play, contextualizes it to the account, and produces execution-ready outputs (email drafts, agenda, talking points, action plan) — not a generic pl...

Build a value statement for an account — what value has been realized, against which success criteria, with what evidence. Use before a QBR, executive check-in, renewal conversation, or when preparing an expansion signal handoff to the AE. Produces two versions: an internal analysis (with health signals and expansion context) and a customer-facing value narrative (clean, evidence-based, no internal data). Distinct from qbr-builder: this skill isolates the value story without the full QBR stru...

Diagnose and resolve onboarding blockers — anything preventing a customer from reaching their next milestone on time. Classifies blockers by type and severity, routes to the correct resolution path per your escalation matrix, and produces a clear action plan with named owners and deadlines. Reads escalation thresholds and escalation contacts from your onboarding profile. Use --diagnose (default) to work through a current blocker with a guided diagnostic, --escalate to produce a formatted esca...

Generate the onboarding graduation handoff document — the structured transfer of account context from the onboarding CSM to the post-onboarding team (CSM, AE, support, or partner). Reads graduation criteria, escalation contacts, and handoff format from your onboarding profile. Pulls account history from CRM and PM connectors if available. Use --draft (default) to generate the full handoff document, --readiness to run a graduation readiness check before generating the document, or --summary to...

Prepare for an onboarding kickoff — generates a customized customer-facing agenda and an internal pre-kickoff checklist. Reads your kickoff format, required attendees, onboarding model, and milestone targets from your onboarding profile. Pulls account-specific context (segment, contract start date, AE/CSM owner, known stakeholders) from connected CRM if available. Produces two outputs: a shareable agenda draft calibrated to your onboarding model and segment, and an internal preparation checkl...

Track milestone progress across one account or your full onboarding book of business. Reads milestone framework, at-risk signals, and escalation thresholds from your onboarding profile. Pulls current milestone status from your PM connector (Asana, Linear, Jira, or Monday) if configured, or from CSM input. Use --status (default) for a current-state view of one account's milestones, --portfolio for a milestone health summary across all active onboarding accounts, or --flag to surface all accoun...

Generate, update, or summarize the customer-facing onboarding plan document. The plan is the primary shared artifact between the CSM and the customer team — it defines the milestone timeline, ownership at each stage, first priorities, communication cadence, and success criteria placeholder. Reads onboarding model, milestone framework, duration targets, and plan format from your onboarding profile. Pulls contract start date, segment, and stakeholders from CRM if available. Use --draft (default...

Define, refine, and track onboarding success criteria with the customer. Produces a structured success criteria document — typically 3–5 measurable outcomes the customer commits to achieving by the end of onboarding. Reads your criteria format, review cadence, and methodology from your onboarding profile. Use --define (default) to facilitate a criteria definition session from scratch, --refine to adjust existing criteria after a scope change, --review to assess current progress against confir...

Time-to-value analysis for onboarding performance — single account or portfolio. Reads TtV targets by segment and milestone framework from your onboarding profile. Analyzes actual milestone completion dates against targets to assess pace, surface pattern signals, and produce recommendations for accounts that are behind. TtV outputs are always labeled as internal planning targets — never presented as commitments to customers. Use --account (default) for a single-account TtV assessment, --portf...

Root cause analysis of a closed churn or contraction event — signal timeline reconstruction, root cause categorization, lessons captured, and portfolio pattern flagging. Surfaces whether the signals that led to this churn are present in other active accounts and recommends pre-emptive actions. Use within 30 days of a confirmed non-renewal or contraction to capture learning before context decays. Distinct from risk-assessment (which acts before churn) — this skill acts after the loss to extrac...

Root cause analysis for individual customer churn events and cohort-level churn pattern analysis. Produces structured RCA with root cause taxonomy, contributing factors, timeline reconstruction, and remediation pathway. Scoped to full cancellation — contract contraction redirected to renewals:downgrade-analysis.

Extract and flag renewal-relevant contract terms for a specific account — auto-renewal mechanics, price protection clauses, termination rights, MFN provisions, payment terms, and data portability obligations. Surfaces the commercial constraints and legal requirements that must be respected before any renewal offer, price increase notification, or negotiation conversation is initiated. Output is an internal risk register, not a legal opinion. Any non-standard or ambiguous clause routes to Lega...

Analyzes customer contract downgrade requests (contraction only) and produces a value chain failure map, counter-proposal inputs, and recommended response strategy for CSM/AM negotiation. Scoped to contraction scenarios — full cancellation redirected to renewals:churn-rca.

Generate an executive-ready renewal summary for a strategic account — written for CRO, CEO, or board consumption. Surfaces commercial status, relationship health, risk tier, save strategy, and recommended executive action in a format calibrated for leaders who need the bottom line without raw signal data. Suppresses internal positioning, walk-away figures, and operational detail from the output. All ARR figures flagged for Finance/RevOps review before distribution. Use for strategic accounts ...

Identify and qualify expansion signals in a renewal account — seat growth, usage expansion, product line upsell, and adjacent team opportunities. Maps each signal to a qualification tier (early signal / pipeline-ready / qualified) and recommends a TARO play for conversion. Use during pre-renewal research, QBR prep, or after an adoption milestone to surface upsell and cross-sell leads. Expansion leads are never included in GRR calculations and require a qualifying economic buyer conversation b...

Build a renewal negotiation brief for a specific account — pricing anchor, walk-away position, discount authority check, objection handling, and competitive counter-positioning. Use before any price conversation, contract negotiation, or renewal close call. Pulls commercial context from CRM and call recordings when connectors are available. All internal positioning is suppressed from customer-facing exports; only clean renewal proposals surface in shared outputs. Discount authority is validat...

Plan and execute a price increase for a single account or a cohort of accounts — rationale framing, customer communication, approval routing, and objection handling. Validates the increase against your configured policy and escalation thresholds before any customer communication is drafted. Use 60–90 days before a renewal where a price increase applies, or when finance/leadership has directed a broad price adjustment. Never presents a price increase to the customer without a completed value n...

Build a weighted renewal forecast for your book of business with scenario modeling (best / likely / worst), pipeline breakdown by stage, 90/60/30-day cohort analysis, and GRR/NRR projections against your configured targets. Pulls live CRM data when a connector is available; falls back to manual input. Every forecast output is flagged for Finance/RevOps review before distribution. Use --cohort to focus on a specific renewal window, --segment for a single customer segment, or --account to add o...

Structured churn risk assessment for a single renewal account. Aggregates signals across product usage, engagement, support history, sentiment, and relationship health into a risk tier (Low / Medium / High / Critical) with an escalation routing recommendation and TARO play suggestion. Use at the 90/60/30-day outreach windows, when a churn signal is detected, or when an account needs triage before a pipeline review. Pulls live data from CRM and CS Platform when connectors are available.

Orchestrates the six-phase annual (or mid-year) planning cycle: forecast scenarios → UoG three-scenario capacity modeling → quota sensitivity → comp simulation → baseline save → change communication. Each phase gates on human approval before the next begins. Invokes unit-of-growth-calculator for capacity modeling. Triggers: 'annual planning', 'planning cycle', 'run the plan', 'quota comp planning', 'mid-year replan'.

Produces a three-part communication package for sensitive planning changes: (1) data-backed rationale memo for reps, (2) FAQ with top 5 anticipated objections and data responses, (3) rollout sequence with audience, channel, and order. Triggered automatically by annual-planning-workflow for territory, quota, or comp changes. Requires RevOps lead review before any distribution. Triggers: 'communicate changes', 'territory announcement', 'quota rationale', 'comp change communication', 'help me te...

Converts rolling sales forecast into CS resource demand using UoG formulas. Runs three-scenario capacity check (P10/P50/P90 from scenario-modeling). Compares projected CSM demand to current headcount and UoG annual plan baseline. Surfaces CS capacity gaps with a hiring lead time flag. Updates when SA1 forecast moves >10%. Triggers: 'CS capacity', 'can CS absorb', 'CSM headcount needed', 'CS ceiling', 'will CS be able to handle new logos'.

Models comp plan payout scenarios before plan is finalized. Stress-tests OTE, accelerators, and threshold structures against attainment distributions (50/65/75/85/100%). Surfaces cost-to-company and unintended payout behaviors. G3 applies — all outputs require HR + Finance dual review before rep distribution. Triggers: 'comp simulation', 'model comp payouts', 'comp plan cost', 'stress test comp plan', 'what does the plan cost at 80/100/120%'.

Overall CRM health score plus rep-level hygiene scorecard across three dimensions: completeness, accuracy, and recency. Produces weekly hygiene report for RevOps review before sharing with Sales managers. Never writes to CRM — all corrections are proposals. Triggers: 'CRM hygiene', 'data quality', 'hygiene report', 'field completeness', 'CRM health score'.

Traces conflicting numbers from different sources (CRM vs. Finance Sheets vs. CS platform) to their root cause. Applies data authority hierarchy: HubSpot > Finance Sheets > CS platform > Slack/Linear. Produces a reconciliation memo with source attribution and recommended resolution. Never silently resolves conflicts. Triggers: 'which number is right', 'reconcile', 'conflicting numbers', 'CRM vs Sheets', 'our ARR numbers don't match', 'why is the pipeline number different'.

Manages the lifecycle of Customer Success Qualified Leads (CSQLs) — create, update, close, and query operations — with persistent filesystem storage, status state machine enforcement, and inter-skill contract consumption from csm:expansion-business-case.

Monitors contact and account data freshness. Flags records where title, company, or contact data has likely changed and enrichment is overdue. Decay signals: contact title unchanged >18 months, account employee count stale >12 months, primary contact no email activity >6 months, account domain change detected. Prioritizes enterprise accounts. Triggers: 'stale contacts', 'data decay', 'enrichment needed', 'contact freshness', 'stale account data'.

Independently scores each open opportunity as Commit / Best Case / Pipeline using CRM activity data — without relying on rep self-reporting. Surfaces delta vs. rep's stated forecast category when classification disagrees by more than one tier. Triggers: 'deal classification', 'classify the pipeline', 'commit vs best case', 'independent forecast', 'override rep call'.