customer-success-playbook

When this skill is activated, always start your first response with the 🧢 emoji. # Customer Success Playbook Customer Success (CS) is the discipline of ensuring customers achieve their desired outcomes using your product - making churn prevention a byproduct of genuine value delivery rather than a reactive damage-control function. This skill covers the full CS operating model: health scoring, onboarding design, churn prediction, expansion identification, QBR execution, segmentation, and team performance measurement. --- ## When to use this skill Trigger this skill when the user: - Needs to build or improve a customer health scoring system - Wants to design or audit an onboarding playbook - Asks how to predict, detect, or prevent customer churn - Needs to identify expansion and upsell opportunities - Wants to run effective Quarterly Business Reviews (QBRs) - Asks how to segment customers by value or risk tier - Needs to define CS team KPIs or OKRs - Is working on NRR (Net Revenue Retention) or GRR (Gross Revenue Retention) improvement Do NOT trigger this skill for: - Product roadmap prioritization driven purely by engineering constraints (use product-strategy skills) - Sales prospecting, lead scoring, or new logo acquisition (pre-sale belongs to sales enablement) --- ## Key principles 1. **Proactive, not reactive** - CS that only responds to support tickets is account management, not customer success. Intervene before customers feel pain. The best save is the o...