claude-for-customer-success

Run the CS-Ops plugin configuration interview — collects CS data model, metrics definitions, tooling stack, health model governance, reporting cadence, and team structure to produce the cs-ops practice config file. Runs automatically on first use of any cs-ops skill when config is missing. Distinct from the CSM plugin's cold-start-interview skill (which configures the CSM skill set for account-level execution); this skill configures the CS-Ops plugin (portfolio analytics, capacity planning, data quality).

Pre-call and pre-meeting account brief — pulls CRM data, health signals, call history, and usage context into a structured one-page snapshot. Use before any customer call, QBR, health review, or stakeholder meeting. Works standalone (paste context) or with connected CRM, CS Platform, and call recording tools.

Pre-call preparation brief — agenda, attendee context, recommended talking points, and questions calibrated to your CS motion and account state. Use 24-48 hours before any customer call: kickoff, QBR, health check, renewal conversation, or ad-hoc check-in. Pairs with account-research for full context.

Cold-start setup — learns your CS motion, account portfolio, health model, escalation matrix, and tool integrations. Builds a CSM company profile that every other skill in this plugin reads. Use on fresh install, when CLAUDE.md still has [PLACEHOLDER] markers, or when re-running with --redo or --check-integrations.

Create, update, or close a formal escalation record for any escalation type — technical (unresolved P1/P2), customer complaint, executive escalation request, or internal process failure. Distinct from risk-flag's escalation output: this skill manages the escalation lifecycle, produces stakeholder communications, and tracks resolution. Use when a customer issue exceeds normal support handling, when an executive stakeholder requests formal escalation, or when a risk-flag memo has been accepted and escalation needs to be formally opened and tracked.

Generate a customer-facing expansion proposal (csm-led) or a CSQL Qualification Package for Sales handoff (csql) based on account health, usage signals, and expansion opportunity context. Applies 5 constraints, 5 expert checks, and 5 anti-pattern guards before output generation.

Five-phase expansion onboarding skill for Customer Success Managers. Classifies the expansion type (csql or csm-led), scaffolds the success plan, logs the OCV entry, sets M1–M5 milestones, and produces a kickoff agenda — all in a single guided session. Requires account_name, csm_name, and expansion_product; all other inputs are optional with intelligent defaults and carry-in context loading.

Structured health review for one account or a portfolio cohort — health signal breakdown, trend analysis, risk classification, and recommended actions. Use for weekly account reviews, portfolio triage, or when a health alert fires. Applies your configured health model components and thresholds.

Build or review a Quarterly Business Review — value delivered against success criteria, metrics summary, next-period priorities, and executive narrative. Use for QBR prep, mid-quarter health reviews, and executive business reviews. Produces an internal working document and a customer-facing deliverable separately.

Assess renewal readiness for an account — health, relationship, value delivery, stakeholder coverage, and commercial risk — and produce a renewal action plan. Use 90–180 days before renewal to identify and close gaps before the commercial conversation begins. Produces an internal readiness brief, a renewal timeline, and (optionally) a customer-facing renewal prep summary. Distinct from risk-flag: this skill assesses the full renewal picture including Green accounts, not only accounts in distress.

Structured risk memo for an at-risk account — signals present, severity assessment, escalation routing from your configured matrix, and recommended intervention. Use when a health alert fires, a churn signal is detected, or you need to communicate account risk to leadership. Produces a CSM brief and an escalation-ready summary separately.

Build or update a stakeholder map for an account — contacts, roles, influence, relationship health, engagement gaps, and sponsor risk assessment. Use when preparing for a QBR, after an org change, or when relationship coverage feels thin. Produces both an internal analysis and a clean contact reference.

Build or update a customer success plan — account-specific success criteria, measurable milestones, engagement cadence, and mutual commitments. Use at kickoff for new accounts, when success criteria have drifted, or when an account needs a plan reset. Produces a co-authored document, not a CSM internal tracker.

Generates and refreshes structured Customer Success Plan canvas documents for a specific account and lifecycle stage. Supports three plan types: initial onboarding, pre-expansion, and pre-renewal review. OCV-aware: reads Outcome & Value Catalog snapshot data to surface gaps and delivered outcomes.

Reviews an existing success plan canvas and generates a structured progress review artifact with milestone scorecard, OCV outcome ratings, CSM action list, and optional customer-facing summary and QBR pre-work note.

Select and execute a TARO play (Trigger, Action, Resource, Outcome) from your configured playbook for an account situation. Use when a health alert fires, a lifecycle stage transition occurs, or you need a structured play for a common CS motion — adoption push, executive re-engagement, at-risk recovery, or expansion readiness. Identifies the right play, contextualizes it to the account, and produces execution-ready outputs (email drafts, agenda, talking points, action plan) — not a generic playbook excerpt.

Build a value statement for an account — what value has been realized, against which success criteria, with what evidence. Use before a QBR, executive check-in, renewal conversation, or when preparing an expansion signal handoff to the AE. Produces two versions: an internal analysis (with health signals and expansion context) and a customer-facing value narrative (clean, evidence-based, no internal data). Distinct from qbr-builder: this skill isolates the value story without the full QBR structure.

First-time setup for your onboarding company profile — collects your role, onboarding model, segment configuration, TtV targets, milestone definitions, success criteria model, kickoff and handoff format, escalation matrix, integrations, and CS methodology preferences. Writes everything to your onboarding CLAUDE.md so all other onboarding skills have the context they need to run. Run once at setup; use /onboarding:customize for targeted updates afterward. Use --quick for a 15-minute abbreviated setup that writes the minimum fields required for most skills to function.

Run the Renewals plugin configuration interview — collects renewal motion, book of business details, pricing model, discount authority, churn signal definitions, escalation matrix, and integration status to produce the renewals practice config file. Runs automatically on first use of any renewals skill when config is missing or contains placeholder markers. Use --redo to update existing configuration. Use --check-integrations to re-verify connector status without re-running the full interview.

Rev-ops plugin setup. Reads existing company-profile.md if present, then collects only rev-ops-specific configuration: planning parameters, headcount, discount thresholds, lead definitions, OCV catalog path, and connector status. Writes ~/.claude/plugins/config/claude-for-customer-success/rev-ops/CLAUDE.md. Run once at install; re-run after major planning cycle changes.

Assess CSM capacity and coverage across the book — current load vs. target ratios, coverage gaps by segment and motion, headcount recommendations, and account redistribution options. Use for quarterly planning cycles, headcount requests, CSM departure coverage, or when Red-tier concentration suggests a coverage problem rather than a product or relationship problem. Produces a capacity assessment with specific redistribution or hiring recommendations.

Converts rolling sales forecast into CS resource demand using UoG formulas. Runs three-scenario capacity check (P10/P50/P90 from scenario-modeling). Compares projected CSM demand to current headcount and UoG annual plan baseline. Surfaces CS capacity gaps with a hiring lead time flag. Updates when SA1 forecast moves >10%. Triggers: 'CS capacity', 'can CS absorb', 'CSM headcount needed', 'CS ceiling', 'will CS be able to handle new logos'.

Overall CRM health score plus rep-level hygiene scorecard across three dimensions: completeness, accuracy, and recency. Produces weekly hygiene report for RevOps review before sharing with Sales managers. Never writes to CRM — all corrections are proposals. Triggers: 'CRM hygiene', 'data quality', 'hygiene report', 'field completeness', 'CRM health score'.

Three-tier churn signal model starting at deal close (not renewal). Tier 1 fires at close using configurable rule-mode thresholds (or cohort-mode correlations when 6+ months of data available). Tier 2 fires 30–90 days post-onboarding on behavioral signals. Tier 3 fires 90–120 days pre-renewal on late-stage risk. Every flag includes escalation path and owner. Triggers: 'churn signals', 'early churn', 'downgrade risk', 'at-risk accounts', 'churn detection', 'which accounts are at risk of churning'.

Produces specific, rationale-backed interventions for deals flagged at-risk by deal-health-scoring or pipeline-velocity-tracking. Intervention types: executive sponsor escalation, competitive response, procurement/legal acceleration, CS pre-close engagement, closed/lost reclassification. Not generic nudges — every recommendation names what to do, who does it, and why. Triggers: 'next action for [deal]', 'intervention for [account]', 'what should we do with [deal]', 'stuck deal'.

Produces weekly or monthly executive revenue narrative by coordinating outputs from all rev-ops agents. Five sections: forecast + pipeline, pipeline health, CS capacity status, NRR trajectory, top 3 risks with recommended owner and action. One decision required per brief. Delivered as [DRAFT] for RevOps lead review before distribution. Triggers: 'revenue brief', 'weekly summary', 'executive summary', 'what happened this week', 'run the revenue brief'.

Audit CRM and CS platform data quality against configured field requirements — completeness, staleness, consistency, and orphaned records. Use before reporting cycles, after CSM transitions, or when analytics outputs appear unreliable. Produces a field-level data quality scorecard with a prioritized remediation backlog. Distinct from health-model-review: this skill audits the data feeding the health model; health-model-review audits the model itself.

Audit the portfolio health model — distribution analysis, component weight validation, threshold calibration, signal freshness, and predictive accuracy assessment. Use quarterly or when churn patterns diverge from health classifications. Produces an ops-level health model assessment with calibration recommendations, not account-level health reviews (use the CSM plugin's health-score-review skill for individual accounts; if the `csm` plugin is installed, run `/csm:health-score-review`).

Generate a CS metrics dashboard — portfolio health snapshot, retention metrics, CSM performance summary, renewal pipeline view, and leading indicator trends. Use for weekly leadership reporting, monthly executive summaries, quarterly board presentations, or any stakeholder audience requiring a structured CS metrics view. Calibrated to the configured primary performance indicator and reporting period.

Audit the CS playbook for coverage gaps, trigger specificity, outcome measurability, play adoption rates, and dead plays. Use quarterly or when churn patterns suggest the playbook is missing key scenarios. Produces an ops-level playbook assessment with specific gap and improvement recommendations. Distinct from the CSM plugin's taro-play-runner skill (which executes individual plays); this skill evaluates whether the right plays exist and whether they are working.

Analyze the CS book by segment — ARR distribution, health distribution per segment, CSM coverage ratios, motion-to-segment fit, and reclassification candidates. Use for quarterly planning, headcount requests, CS motion calibration, or when leadership asks "how is [segment] performing?" Produces a segment analysis report and optional reclassification queue. Distinct from health-model-review: this skill analyzes by segment, not by health component.

Configure the CSM plugin for your company — CS motion, health model, churn signal definitions, escalation matrix, playbook, and tool integrations. Runs a guided interview and writes your company profile to the plugin config files. Use when your CS practice changes materially (new segments, new CS platform, motion change, escalation routing update). Alias for cold-start-interview when run fresh; also supports partial reconfiguration of specific sections without a full re-run.

View and update your onboarding plugin configuration — the profile that drives milestone targets, TtV benchmarks, success criteria format, escalation contacts, graduation criteria, and CS methodology references. Use --view (default) to display current configuration with section-by-section status, --update to change specific settings by section name, --reset to restore a section to its template defaults, or --validate to check the configuration for missing required fields, placeholder values, and internal consistency issues before running onboarding skills.

Define, refine, and track onboarding success criteria with the customer. Produces a structured success criteria document — typically 3–5 measurable outcomes the customer commits to achieving by the end of onboarding. Reads your criteria format, review cadence, and methodology from your onboarding profile. Use --define (default) to facilitate a criteria definition session from scratch, --refine to adjust existing criteria after a scope change, --review to assess current progress against confirmed criteria, or --export to produce a clean customer-facing criteria summary without internal notes.

Analyzes customer contract downgrade requests (contraction only) and produces a value chain failure map, counter-proposal inputs, and recommended response strategy for CSM/AM negotiation. Scoped to contraction scenarios — full cancellation redirected to renewals:churn-rca.

Identify and qualify expansion signals in a renewal account — seat growth, usage expansion, product line upsell, and adjacent team opportunities. Maps each signal to a qualification tier (early signal / pipeline-ready / qualified) and recommends a TARO play for conversion. Use during pre-renewal research, QBR prep, or after an adoption milestone to surface upsell and cross-sell leads. Expansion leads are never included in GRR calculations and require a qualifying economic buyer conversation before entering NRR pipeline.

Structured churn risk assessment for a single renewal account. Aggregates signals across product usage, engagement, support history, sentiment, and relationship health into a risk tier (Low / Medium / High / Critical) with an escalation routing recommendation and TARO play suggestion. Use at the 90/60/30-day outreach windows, when a churn signal is detected, or when an account needs triage before a pipeline review. Pulls live data from CRM and CS Platform when connectors are available.

Update the CS-Ops plugin configuration — segment definitions, CSM ratios, health thresholds, playbook settings, escalation matrix, data quality rules, and reporting defaults. After organizational changes (territory restructure, headcount change, segment redefinition), or when audit outputs reveal configuration mismatches. Wraps the cold-start-interview configuration into targeted section updates without requiring a full re-interview. Distinct from /cs-ops:cold-start-interview which is the initial setup flow for a blank configuration.

Create or update CS Ops process documentation — SOPs, governance records, handoff guides, decision logs, and data quality standards. Use when a CS process needs to be codified, a governance decision needs a permanent record, or a recurring workflow needs a repeatable SOP. Produces publication-ready Markdown documentation calibrated to the specified process type. Distinct from /cs-ops:capacity-planner and /cs-ops:playbook-auditor which produce analysis outputs; this skill produces durable process documentation.

Diagnose and resolve onboarding blockers — anything preventing a customer from reaching their next milestone on time. Classifies blockers by type and severity, routes to the correct resolution path per your escalation matrix, and produces a clear action plan with named owners and deadlines. Reads escalation thresholds and escalation contacts from your onboarding profile. Use --diagnose (default) to work through a current blocker with a guided diagnostic, --escalate to produce a formatted escalation brief for a specific contact, or --log to record a resolved blocker for the account history.