Customer Success Skills

Plugin customer-success from marketplace customer-success-skills in gaintrace/customer-success-skills. Commands read from the repo's manifest — 12 days ago.

Skills (30)

• book-of-business-triage

  When the user has a whole book of accounts and needs to decide what to actually work on this week, in what order, with a realistic time budget. Also use when the user mentions 'where do i start', 'no idea where to start', 'what should I work on this week', 'Monday planning', 'prioritise my book', 'm

• churn-postmortem

  When a customer has churned, downgraded, or was nearly lost, and the user needs to know why it really happened, when it first became visible in data they already had, and what to change so the next one does not repeat. Also use when the user mentions 'what went wrong', 'accounts we lost', 'why did w

• churn-risk

  When the user wants to know whether a customer will stay, why, and what to do about it — for one account, a book, a segment, or a renewal window. Also use when the user mentions 'something is wrong', 'going to churn', 'at risk', 'churn risk', 'red accounts', 'who should I worry about', 'should I be

• coverage-and-capacity

  When the user needs to design, audit or defend how customers are segmented, which coverage model each segment gets, how big a CSM book can actually be, and whether the team is staffed to serve what it has sold. Also use when the user mentions 'how many csms', 'csms do we need', 'books are too big',

• cs-context

  When the user is setting up, updating or auditing the shared context every other CS skill reads — how customers pay, how they buy, contract shape, segments, data sources. Also use when the user mentions 'set up customer success', 'onboard me to these skills', 'cs context', 'what do you need from me'

• cs-data-audit

  When the user wants to find out what customer success data actually exists, how good it is, what is missing, and what to fix first — an instrumentation and data-quality audit ending in a costed, ranked remediation plan. Also use when the user mentions 'audit our cs instrumentation', 'instrumentation

• cs-playbook-designer

  When the user wants to turn a customer success motion into a triggered, owned, measurable playbook — or to fix a play library nobody runs. Also use when the user mentions 'build a playbook', 'CS playbooks', 'play library', 'what plays should we have', 'automate this motion', 'set up alerts', 'our al

• custom-vs-product

  When the user must decide whether to build something bespoke for one customer, generalise it, work around it, or say no — priced on the carrying cost, not the build cost. Also use when the user mentions 'wants something bespoke', 'cost us long term', 'build this custom', 'should we build this', 'bui

• customer-advocacy

  When the user needs a customer to say something publicly, privately, or to a prospect — who is safe to ask, what to ask them for, how to word it, and how not to burn them. Also use when the user mentions 'reference customers', 'ask for a case study', 'who can we ask', 'who can be a reference', 'need

• exec-escalation-comms

  When something has broken, slipped, or is about to change, and it has to go in writing to a customer executive — a note that will be forwarded, unedited, to people you have never met. Also use when the user mentions 'we had an outage', 'write the note to their exec', 'I need to tell them we missed t

• exec-retention-review

  When the user has to tell the retention story upward — to a board, an exec staff meeting, an investor update, or an all-hands — and the numbers have to survive a CFO. Also use when the user mentions 'cfo wants to know', 'why nrr dropped', 'present retention to the board', 'board deck', 'board slides

• expansion-finder

  When the user wants to find, size, qualify, time or justify expansion revenue inside customers they already have — for one account, a book, a segment, or a renewal window. Also use when the user mentions 'what should I upsell', 'expansion opportunities', 'where is my upsell', 'where is my expansion

• fde-account-plan

  When the user owns the technical side of a deployment and needs the plan for it — what is actually running in the customer's environment, what was custom-built for them, what it costs to keep alive, and which technical facts would kill the renewal. Also use when the user mentions 'technical account

• fde-scoping

  When the user needs to scope a customer deployment or services engagement and write the statement of work that governs it — in-scope and out-of-scope, milestones with acceptance criteria, customer dependencies, estimate and change control. Also use when the user mentions 'statement of work', 'write

• health-score-designer

  When the user wants to design, weight, calibrate, backtest, audit, or fix a customer health score. Also use when the user mentions 'health score is garbage', 'nobody trusts it', 'score that actually predicts', 'design a health score', 'build a customer health score', 'our health score is broken', 'n

• integration-health

  When the user needs to know whether the integrations wired into a customer account are actually working — per connector, per error class, and including the failures that raise no alert. Also use when the user mentions 'integration health', 'the sync is broken', 'my sync keeps failing', 'failing sile

• onboarding-plan

  When the user needs to plan, run, audit, or rescue a new customer's onboarding and implementation — from the sales handover through to first value and steady-state handoff. Also use when the user mentions 'implementation is behind', 'weeks behind', 'plan their onboarding', 'onboarding plan', 'implem

• post-call-followup

  When the user has just finished a customer call, QBR, renewal conversation, escalation or check-in and needs the follow-up done properly — the customer recap, the internal note, the CRM updates, and the plays the call should trigger. Also use when the user mentions 'just got off a call', 'here are m

• pre-call-brief

  When the user has a customer conversation coming up and needs to walk in prepared. Also use when the user mentions 'prep me for', 'brief me on', 'I have a call with', 'meeting with', 'call tomorrow', 'what do I need to know', 'account brief', 'call prep', 'one-pager on', 'catch me up', 'who am I tal

• proactive-outreach

  When the user needs to decide who to contact, why now, on which channel, and what to say — from one data trigger or across a whole book. Also use when the user mentions 'write me something', 'not just checking in', 'what do i send them', 'who should I reach out to this week', 'what should I send Acm

• qbr-builder

  When the user needs to prepare or write a quarterly or executive business review — the qualification call, the objectives, the value case, the deck, next-period goals and the close. Also use when the user mentions 'build the qbr', 'qbr for', 'qbr deck by', 'build me a QBR', 'QBR deck', 'quarterly bu

• renewal-forecast

  When the user wants a defensible renewal revenue forecast for a book, segment, quarter or year — categories, dollars, confidence, and the arithmetic shown. Also use when the user mentions 'forecast feels wrong', 'pressure test my forecast', 'sandbagging', 'calculate our nrr', 'nrr and grr', 'my rene

• renewal-negotiation

  When money, terms or leverage are on the table at a renewal and the user has to decide what to ask for, what to trade, and what to refuse — uplift, discounts, term, payment terms, downgrades and procurement. Also use when the user mentions 'discount to renew', 'asking for 20% off', 'pushing on price

• renewal-prep

  When the user has a renewal coming up and needs the plan and the artifacts to get it signed — one account, a renewal window, or a rescue inside 30 days. Also use when the user mentions 'renewal plan', 'renews in november', 'between now and then', 'what do i need to do before', 'renewal prep', 'prep

• retention-report

  When the user has to produce the recurring CS / retention report that leadership actually reads — monthly, quarterly, or for an operating review. Also use when the user mentions 'retention numbers', 'for the leadership meeting', 'monthly retention report', 'monthly CS report', 'CS business review',

• save-play

  When an account has crossed from monitoring into intervention and the user needs the war-room plan that saves it — root-cause diagnosis first, then the matching play with owners and dates, exec engagement, a concession ladder, and the stop-loss decision. Also use when the user mentions 'is red', 'wh

• stakeholder-map

  When the user wants to know who they actually know inside an account, who is missing, and how much money depends on one person staying — relationship mapping, multithreading, champion risk and executive sponsor coverage. Also use when the user mentions 'who do we actually know', 'who else do we have

• success-plan

  When the user needs to build, rewrite, review or rescue a mutual success plan — the customer business objectives, SMART goals with baselines, joint owners, milestones and a review cadence that survives contact with reality. Also use when the user mentions 'goals are vague', 'make them measurable', '

• value-case

  When the user has to prove, measure or defend what a customer actually got for their money — the impact hypothesis, the baseline, the KPIs, the arithmetic, and the one-page value case. Also use when the user mentions 'prove the roi', 'roi to their finance team', 'show the value we delivered', 'build

• voice-of-customer

  When the user wants to know what customers are actually telling them — turning NPS, CSAT, CES, support tickets, call transcripts, churn reasons, feature requests and sales-loss notes into ranked themes with ARR attached and an owner on each. Also use when the user mentions 'across surveys and ticket

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