Business & Operations

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.

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...

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.

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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.

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.

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.

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.

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.

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...

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.

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.

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.

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 ...

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.