| name | customer-success |
| description | Customer success management for post-sale engagement, retention, upsell, and account growth. Use when: managing customer relationships, renewals, upsell opportunities, churn prevention. Include: account health, QBRs, renewal, upsell, churn risk. Works with: Claude Code, OpenCode, Cursor, OpenClaw, Hermes, Any SKILL.md agent.
|
| version | 1.0.0 |
| author | Business Brain |
| license | MIT |
| tags | ["sales","customer-success","retention","upsell","renewal"] |
| agents | ["universal"] |
Customer Success Skill
Post-sale account management for retention, expansion, and renewals.
Account Health Score
| Signal Category | Indicators | Score Weight |
|---|
| Usage | Daily active, features used | 25% |
| Engagement | Response time, meetings | 20% |
| Financial | Payment history, expansion | 20% |
| Support | Ticket volume, severity | 15% |
| Executive | Executive access | 20% |
Health Score Thresholds
90-100: 🟢 Healthy - Maintain
70-89: 🟡 At Risk - Engage
50-69: 🟠 Unhealthy - Intervene
<50: 🔴 Critical - Save
Renewal Management
Renewal Timeline
90 days out: Start renewal conversation
60 days out: QBR + renewal proposal
30 days out: Contracting
7 days out: Sign-off
Renewal Package
## Renewal: [Company]
### Success Summary
- Goals Achieved: [List]
- ROI Achieved: $[Amount]
- Key Wins: [List]
### Usage Statistics
- Active Users: [Count]
- Features Used: [List]
- Support Tickets: [Count]
### Expansion Opportunities
- [Opportunity 1]
- [Opportunity 2]
### Renewal Terms
- Current Value: $[Amount]
- Proposed Value: $[Amount]
- Subscription: [Months]
Churn Prevention
Early Warning Signs
- Usage decline >20%
- Support tickets increase
- No exec access
- Competitor activity
- Payment delays
Intervention Playbook
Day 1: Reach out to champion
Day 3: Schedule exec review
Day 7: Identify issues
Day 14: Propose solution
Day 30: Close case or escalate
Upsell/Cross-sell
Signals
- Usage at capacity
- New use cases
- Feature requests
- Competitor mention
- Company growth
Play
## Expansion: [Company]
### Signal: [Why opportunity]
### Current: $[Spend]
### Potential: $[Spend]
### Deal Type: [Upsell/Cross-sell]
Compatible Agents
All SKILL.md compatible agents ✅
