customer-success

Customer success management - onboarding, health scoring, QBRs, expansion playbooks, and retention strategies

Repository: hmzainjamil/claude-office-skills
Last source activity: May 18, 2026 at 23:27
Detected SKILL.md language: English
Stars: 1
Forks: 0

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name	customer-success
description	Customer success management - onboarding, health scoring, QBRs, expansion playbooks, and retention strategies
version	1.0.0
author	claude-office-skills
license	MIT
category	sales
tags	["customer-success","retention","onboarding","qbr","expansion"]
department	Customer Success
models	{"recommended":["claude-sonnet-4","claude-opus-4"]}
capabilities	["onboarding_design","health_scoring","qbr_creation","expansion_playbooks","retention_strategies"]
languages	["en","zh"]
related_skills	["crm-automation","subscription-management","saas-metrics"]

Customer Success

Comprehensive customer success management covering onboarding, health scoring, QBRs, expansion playbooks, and retention strategies.

Overview

This skill covers:

Customer onboarding programs
Health scoring and monitoring
QBR (Quarterly Business Review) templates
Expansion and upsell playbooks
Retention and churn prevention

Customer Onboarding

Onboarding Program Structure

onboarding_phases:
  phase_1_kickoff:
    duration: "Week 1"
    goals:
      - establish_relationship
      - set_expectations
      - gather_requirements
    activities:
      - kickoff_call: 60min
      - intro_to_support_channels
      - share_onboarding_plan
      - schedule_implementation
    deliverables:
      - success_plan_document
      - timeline_with_milestones
      
  phase_2_implementation:
    duration: "Week 2-3"
    goals:
      - technical_setup
      - data_migration
      - integration_configuration
    activities:
      - implementation_calls: 2-3x
      -

# Quarterly Business Review ## {Company Name} | {Quarter} {Year} --- ### Agenda (60 minutes) 1. Business Update (10 min) 2. Success Metrics Review (15 min) 3. Product Usage Analysis (10 min) 4. Roadmap Preview (10 min) 5. Strategic Discussion (10 min) 6. Action Items & Next Steps (5 min) --- ### 1. Executive Summary **Relationship Health**: 🟢 Healthy (Score: 85) **Key Highlights:** - ✅ Exceeded adoption targets by 15% - ✅ 3 new departments onboarded - ✅ NPS improved from 7 to 9 - ⚠️ Feature request pending: {feature} **ROI Achieved This Quarter:** - Time saved: 500+ hours - Cost reduction: $50,000 - Productivity increase: 25% --- ### 2. Success Metrics | Goal | Target | Actual | Status | |------|--------|--------|--------| | User Adoption | 80% | 92% | ✅ Exceeded | | Daily Active Users | 100 | 120 | ✅ Exceeded | | Support Tickets | <10/mo | 8/mo | ✅ On Track | | NPS Score | >8 | 9 | ✅ Exceeded | **Trend Charts:** [Include usage trends, adoption curves] --- ### 3. Product Usage Analysis **Most Used Features:** 1. {Feature 1} - 95% adoption 2. {Feature 2} - 87% adoption 3. {Feature 3} - 72% adoption **Underutilized Features:** - {Feature X} - 15% adoption - Recommendation: Training session - {Feature Y} - 22% adoption - Recommendation: Workflow workshop **Power Users:** - {User 1}: Champion, can lead training - {User 2}: Heavy API user --- ### 4. Roadmap Preview **Coming Next Quarter:** - 🚀 {Feature 1} - Addresses your request from {date} - 🚀 {Feature 2} - Improves {workflow} - 🚀 {Integration} - Connects with {tool} **Beta Opportunities:** - Would you like early access to {feature}? --- ### 5. Strategic Discussion **Questions for You:** 1. What are your top priorities for next quarter? 2. Any organizational changes we should know about? 3. Where are you still experiencing friction? **Growth Opportunities:** - Department X could benefit from {product} - {Use case} is now possible with new features - Volume discount available at {tier} --- ### 6. Action Items | Item | Owner | Due Date | |------|-------|----------| | Schedule training on {feature} | CSM | {date} | | Connect with IT on integration | Customer | {date} | | Share beta access | Product | {date} | | Review expansion proposal | Customer | {date} | --- ### Next QBR: {Date}

customer-success

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Review the source files

Customer Success

Overview

Customer Onboarding

Onboarding Program Structure

Customer Success

Overview

Customer Onboarding

Onboarding Program Structure

Onboarding Checklist

Health Scoring

Health Score Model

Health Score Automation

QBR (Quarterly Business Review)

QBR Template

Expansion Playbook

Expansion Triggers

Expansion Conversation Framework

Retention Strategies

Churn Risk Playbook

Output Example

customer-success

Source facts

Install options

Review the source files

More from this repository

Customer Success

Overview

Customer Onboarding

Onboarding Program Structure

More from this repository

Customer Success

Overview

Customer Onboarding

Onboarding Program Structure

Onboarding Checklist

Health Scoring

Health Score Model

Health Score Automation

QBR (Quarterly Business Review)

QBR Template

Expansion Playbook

Expansion Triggers

Expansion Conversation Framework

Retention Strategies

Churn Risk Playbook

Output Example