| 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
-
