stephenrogan

Develops a structured 90-day strategic plan for a key account by defining priorities, setting measurable objectives, mapping stakeholder strategy, and identifying risks and opportunities. Use when asked to build an account strategy, create an account plan, develop a strategic approach for a key account, set quarterly objectives for an account, or when moving from reactive account management to proactive strategic management. Also triggers for questions about account planning, strategic account management, quarterly account objectives, or how to develop a structured plan for a high-value customer.

Produces a structured SWOT analysis for a customer account, identifying strengths to leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. Connects each element to specific actions. Use when asked to analyse an account strategically, build a SWOT for a customer, assess an account's position, prepare for a strategic planning session, or when a CSM needs to move beyond operational management to strategic thinking about a key account. Also triggers for questions about strategic account analysis, account positioning, opportunity and risk mapping, or comprehensive account assessment.

Extracts commitments, action items, and follow-ups from any unstructured text including call notes, email threads, meeting transcripts, Slack conversations, or internal discussions. Outputs a structured list with owners, deadlines, and priority. Use when asked to pull action items from notes, find commitments in a conversation, extract follow-ups from an email chain, or when a CSM says "what did I commit to in that call?" Also triggers when someone says "what did we agree to," "pull out the next steps," or needs to find buried commitments in a long conversation thread.

Prioritises a CSM's full book of accounts into action tiers using a weighted scoring model that considers ARR, health, renewal proximity, engagement status, and strategic importance. Produces a ranked list with recommended time allocation. Use when asked to prioritise accounts, rank a portfolio, determine where to focus, triage a book, decide which accounts need attention first, or when a CSM feels overwhelmed and does not know where to start. Also triggers for questions about account prioritisation, portfolio triage, book ranking, time allocation across accounts, or how to decide which accounts matter most this week.

Provides a lighter alternative to a full QBR for mid-market and SMB accounts that need value conversations but do not warrant a formal quarterly business review. Structures a 20-30 minute business check-in with usage highlights, value evidence, and forward-looking discussion. Use when asked to run a business review without a full QBR, structure a lighter customer review, build a mini-QBR, create a business check-in framework, or when an account needs a value conversation but a full QBR would be disproportionate to their size or complexity. Also triggers for questions about business review alternatives, scaled QBR formats, lightweight business reviews, or how to deliver value conversations to mid-market and SMB accounts efficiently.

Generates a structured post-call summary from raw notes, key observations, or a brain dump of what happened. Organises the chaos into discussion points, decisions, action items, sentiment, and flags. Use when asked to summarise a call, structure meeting notes, organise what happened in a conversation, create a call summary from notes, or when a CSM has raw thoughts from a customer call and needs them structured. Also triggers for questions about call documentation, meeting summarisation, note organisation, or turning a call brain dump into a usable record.

Assesses whether a CSM's book of accounts is manageable given the mix of account tiers, health states, upcoming events, and strategic demands. Produces a capacity assessment with overload indicators, rebalancing suggestions, and evidence for headcount conversations. Use when asked to assess workload, evaluate book capacity, determine if a CSM is overloaded, justify additional headcount, plan account distribution, or when a CSM or manager needs to understand whether the portfolio is sustainable. Also triggers for questions about CSM capacity, workload management, account-to-CSM ratios, book balance, portfolio sizing, or when to hire.

Structures a CS career progression plan from current role to target role by mapping required skills, identifying gaps, defining development milestones, and building a timeline with specific actions. Covers the full CS career ladder from CSM through VP. Use when asked to plan a career path, build a development roadmap, map skills for promotion, structure a career progression plan, or when a CSM wants to be intentional about moving to the next level. Also triggers for questions about CS career progression, promotion readiness, skills for the next level, career planning in customer success, or what it takes to move from CSM to manager to director to VP.

Compiles a comprehensive structured account snapshot by pulling from all available data sources. Gives the CSM full account context in under 60 seconds instead of 30-60 minutes of manual assembly. Use when asked to prepare for a customer call, build an account brief, generate a QBR prep summary, create an account snapshot, review an account before a meeting, assemble account context for an escalation, or when any human decision point across any pillar needs current account context. Also triggers for pre-call prep, account review, executive briefing preparation, or any request for a consolidated view of an account.

Monitors for signals that a customer may be evaluating alternatives or has been approached by a competitor. Surfaces early warning so the CSM can intervene before a formal evaluation begins. Use when asked to detect competitive threats, monitor for churn to competitors, identify accounts evaluating alternatives, track competitor mentions, build competitive displacement alerts, assess competitive risk across the portfolio, or when any workflow needs to know if a customer is looking at other vendors. Also triggers for questions about win-back, competitor tracking, evaluation detection, or displacement risk.

Identifies accounts showing signals of readiness for expansion including upsell, cross-sell, and seat or licence growth. Surfaces opportunity with evidence so humans can time the commercial conversation. Use when asked to find expansion opportunities, identify upsell candidates, detect cross-sell signals, analyse licence utilisation for growth, build an expansion pipeline, score accounts for commercial readiness, or when any workflow needs to know which accounts are ripe for growth. Also triggers for questions about expansion scoring, revenue growth signals, or commercial opportunity identification.

Computes and maintains composite health scores for customer accounts by aggregating product usage, support engagement, stakeholder activity, and sentiment signals. Use when asked to calculate health scores, assess account health, monitor portfolio health, identify at-risk accounts, build health scoring models, set up health monitoring, or when any downstream CS workflow needs current account health data. Also triggers for questions about customer health, account risk, portfolio risk, health trends, health dashboards, or NRR forecasting that depends on health inputs.

Monitors a defined set of risk indicators across the customer portfolio and generates prioritised risk alerts. Combines leading indicators from usage and health data with event-based triggers like champion departure, support escalation, and missed meetings. Use when asked to identify at-risk accounts, build a risk queue, set up churn early warning, monitor renewal risk, create risk dashboards, prioritise CSM intervention, or when any workflow needs to know which accounts require immediate attention. Also triggers for churn prediction, risk scoring, and portfolio risk assessment.

Analyses portfolio-level trends across customer segments to identify systemic patterns affecting multiple accounts. Use when asked to analyse portfolio health by segment, identify cohort-level churn patterns, compare retention across tiers or industries, build portfolio health reports, detect systemic issues across the book, assess segment-level risk, or when leadership needs a strategic view of CS performance beyond individual accounts. Also triggers for questions about cohort analysis, segment benchmarking, portfolio-level NRR drivers, or CS capacity planning inputs.

Tracks product usage patterns at the account level, detects meaningful behaviour changes, and classifies trends against segment benchmarks. Use when asked to monitor usage, detect usage declines, track adoption trends, identify usage anomalies, flag accounts with dropping engagement, analyse product stickiness, compare account usage to peers, or when any workflow needs current usage trend data for an account. Also triggers for questions about DAU/MAU ratios, feature adoption rates, session depth, or usage benchmarking.

Schedules and triggers recurring customer touchpoint cadences based on lifecycle stage, segment, health status, and engagement history. Use when asked to set up check-in cadences, manage touchpoint schedules, automate customer outreach timing, build engagement rhythms, adjust call frequency based on account health, or when any account needs a structured recurring touchpoint schedule. Also triggers for questions about touchpoint cadence, engagement frequency, call scheduling automation, or proactive outreach timing.