skills

Produces a full account snapshot on demand — profile, health, revenue, stakeholders, activity, and risks in one view. Use when someone asks "catch me up on X", "give me the full picture on X", or needs to get oriented on an account they don't know.

Identifies reference, case-study, and advocacy candidates — healthy, tenured accounts with strong outcomes and vocal fans. Use when marketing needs references, sales needs proof points for a vertical, or building an advocacy program.

Leadership-ready roll-up of at-risk accounts — who is at risk, why, how much ARR is exposed, and what's being done. Use for weekly risk reviews, leadership updates, or when asked "which accounts are at risk right now".

Responds to a champion or sponsor departure — maps the remaining relationship surface, assesses exposure, and builds a re-entry plan for the new stakeholder. Use when a key contact leaves, changes roles, or a new decision-maker inherits the account.

Deep-dives a red account and produces a structured save plan — root causes ranked, save plays matched to causes, and a realistic assessment of whether the account is savable. Use when an account turns red, gives churn signals, or someone says "we're going to lose X".

Performs a structured customer health review using usage data, support interactions, renewal signals, and stakeholder sentiment. Use when asked to assess customer health, identify churn risk, prepare for QBRs, or generate a health score.

Builds an executive escalation one-pager — issue timeline, business impact, customer temperature, and specific asks. Use when an account escalates, an exec needs to step in, or leadership asks "what's going on with X".

Scans an account or a whole book for expansion signals — usage nearing plan limits, new teams appearing, whitespace against products owned, and buying signals in conversations. Use for expansion planning, pipeline generation from the install base, or "where's the upsell in my book".

Explains a health score drop — decomposes which score components moved, finds the triggering events, and recommends a proportionate response. Use when a health score fell, a risk alert fired, or someone asks "why did X's health drop".

Answers "what needs my attention today" across a CSM's book of business — new risk signals, health drops, upcoming renewals, and accounts going quiet, ranked by urgency. Use at the start of the day or week, or when asked "what should I focus on".

Prepares the onboarding kickoff — agenda, stakeholder map, success criteria to confirm, and a proposed milestone plan. Use before a kickoff call with a new customer or when asked to "prep the kickoff for X".

Builds a pre-call brief for an upcoming customer meeting — recent conversations, open support items, usage changes, and suggested talking points. Use before any customer call, check-in, or sync, or when the user says "prep me for my call with X" or "what should I know before meeting X".

Checks whether a new customer is adopting on schedule and diagnoses where onboarding is stuck — setup incomplete, usage shallow, engagement fading. Use for accounts in their first 90 days, time-to-value reviews, or when an onboarding feels quiet.

Weekly book-of-business review — health movers, usage droppers, renewals inside 90 days, and portfolio-level trends. Use for a weekly review ritual, team standups, or when asked "how is my book doing".

Turns the most recent customer call into structured follow-up — action items with owners, commitments made, risks heard, and a draft recap message. Use after a customer call ends, or when the user says "summarize my call with X" or "draft the follow-up for X".

Prepares a QBR or EBR — value delivered with evidence, usage narrative, health posture, roadmap of asks, and renewal positioning. Use before any quarterly or executive business review, or when asked to "build the QBR for X".

Builds a renewal forecast for the next quarter — every renewal due, per-account confidence with reasoning, and the total commit/best-case picture. Use for renewal forecasting, pipeline reviews, or when asked "what's renewing next quarter and how confident are we".

Assesses renewal risk for a specific account 60-90 days out — health trend, usage trajectory, billing history, champion strength, and contract posture in one read. Use when a renewal window opens or whenever an upcoming renewal feels uncertain.

Compiles a sales-to-CS handoff brief when a deal closes — deal context, contacts and roles, commitments made during the sales cycle, and a recommended first-touch agenda. Use when a deal closes, a new customer lands, or a CSM is preparing for their first touch on an account.

Reads a customer's support health — open ticket load, recurring themes, aging issues, and escalation candidates. Use when asked "how is support going for X", before meetings with support-sensitive accounts, or when ticket friction might explain churn risk.

Investigates why a customer's product usage fell — decomposes the drop by metric and time, then correlates with tickets, conversations, and known events. Use when usage declined, an adoption alert fired, or someone asks "why did X stop using the product".

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