success-plan-progress-review

name	success-plan-progress-review
description	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.
version	1.0.0
author	[e-mail]
tags	["csm","success-plan","progress-review","customer-success"]
deployment_target	plugin

/csm:success-plan-progress-review

[PROPOSED]

Overview

csm:success-plan-progress-review generates a structured progress review artifact by reading an upstream success plan canvas and incorporating milestone and OCV updates provided by the CSM.

Use When

• A CSM needs to generate a structured progress review against an existing success plan canvas
• Reviewing milestone status (On Track / At Risk / Missed) for a customer account
• Assessing OCV outcome progress (Delivered / In Progress / Not Started / Blocked)
• Evaluating success criteria met/not-met status against plan targets
• Preparing for a QBR and need a pre-work note or customer-facing summary
• Capturing a point-in-time progress snapshot for an account

Do NOT Use For

• Generating or modifying success plan canvases — use csm:success-plan-canvas [operation=generate]
• Sending or drafting customer communications — use csm:customer-comms
• Health score calculation or portfolio-level reporting — use rev-ops:portfolio-health-report
• Automated milestone detection — the CSM provides milestone updates explicitly
• Writing to OCV files — this skill is read-only with respect to canvas and OCV files

Typical Activation

"/csm:success-plan-progress-review Acme Corp" "How is [account] tracking against their success plan?" "Review progress on [customer]'s goals" "Pull the success plan progress for [account] before my QBR"

Inter-skill contract:

csm:success-plan-canvas [operation=generate or refresh]
        ↓  emits context/success-plan-[safe_account]-[YYYY-MM-DD].md
csm:success-plan-progress-review [operation=review]
        ↓  reads canvas file → emits context/progress-review-[safe_account]-[YYYY-MM-DD].md

This skill is the downstream consumer. The upstream canvas must exist before a review can be generated.

---

Operations

operation: review

Reviews an existing success plan canvas and produces a dated progress review document.

Upstream canvas file resolution:

The skill locates the canvas at context/success-plan-[safe_account]-[canvas_date].md. If canvas_date is not provided, the skill scans for the most recent canvas file for the account using the safe_account-derived filename prefix.

If no canvas file is found, the skill returns the following error and produces no partial output:

Error: No success plan canvas found for [account_name].
Expected file: context/success-plan-[safe_account]-[YYYY-MM-DD].md
Run csm:success-plan-canvas [operation=generate] first.

Inputs:

Field	Type	Required	Description
operation	string	Yes	Must be "review"
account_name	string	Yes	Account name — used to locate upstream canvas file and derive safe_account
csm_name	string	Yes	Name of CSM conducting the review — display-only
review_date	string	No	ISO date of review (defaults to today if not provided)
canvas_date	string	No	ISO date of canvas to review against (defaults to most recent canvas for account)
milestone_updates	list	Yes	List of milestone objects: {milestone_name, status, notes} where status is one of On Track, At Risk, Missed
ocv_updates	list	No	List of OCV outcome objects: {outcome_name, status, notes} where status is one of Delivered, In Progress, Not Started, Blocked
key_benefits_realized	list	No	CSM-provided list of concrete benefits the customer has already realized since the plan was created. When provided, rendered as a subsection of the Progress Scorecard and optionally surfaced in the customer-facing summary
success_criteria_status	list	No	List of success criteria assessment objects: {criterion, met, notes} where met is boolean. When provided, adds a Success Criteria Evaluation section
include_customer_summary	boolean	No	Default: false. When true, generates a customer-facing summary section using templates from reference/customer-summary-templates.md
include_qbr_note	boolean	No	Default: false. When true, generates a QBR pre-work note section
notes	string	No	CSM freeform notes — appended to the review document as display-only text

safe_account derivation:

account_name → lowercase → replace all non-alphanumeric characters with - → collapse consecutive hyphens to a single - → trim to 30 characters.

Examples:

• "Acme Corp" → acme-corp
• "TechCo, Inc." → techco-inc
• "Global Health & Wellness Partners" → global-health-wellness-partners

Auto-ID generation:

Format: REVIEW-[ACCT]-[YYYYMMDD]

• ACCT: first 4 alphabetic characters of account_name, uppercased, non-alpha characters stripped before extraction
  • "Acme Corp" → ACME
  • "TechCo" → TECH
  • "123 Systems" → SYST
• YYYYMMDD: review date

Example: REVIEW-ACME-20260517

Output artifact structure:

The review document contains up to 7 structured sections. Three are always present; four are conditional:

Section	Always Present	Condition
Progress Scorecard	Yes	Always; includes ### Key Benefits Already Realized subsection when key_benefits_realized is provided
OCV Outcome Status	No	ocv_updates list provided and non-empty
Success Criteria Evaluation	No	success_criteria_status list provided
CSM Action List	Yes	Always (may note "No actions required — all milestones On Track" if applicable)
Customer-Facing Summary	No	include_customer_summary: true; includes benefits realized when key_benefits_realized provided
QBR Pre-Work Note	No	include_qbr_note: true
Notes	Yes	Always (rendered as empty section if no notes provided)

Section assembly order in the output file is fixed: Progress Scorecard → OCV Outcome Status → Success Criteria Evaluation → CSM Action List → Customer-Facing Summary → QBR Pre-Work Note → Notes.

Console summary returned after successful execution:

Review generated.
  review_id:     REVIEW-[ACCT]-[YYYYMMDD]
  account:       [account_name]
  csm:           [csm_name]
  review_date:   [review_date]
  canvas_ref:    [plan_id from canvas frontmatter]
  at_risk:       [n]
  missed:        [n]
  file:          context/progress-review-[safe_account]-[YYYY-MM-DD].md

Output file naming pattern:

context/progress-review-[safe_account]-[YYYY-MM-DD].md

Multiple reviews on the same date for the same account overwrite the prior file (no versioning in v1.0.0).

---

Output Format

YAML frontmatter fields in the output file:

---
review_id: REVIEW-ACME-20260517
account_name: Acme Corp
canvas_reference: context/success-plan-acme-corp-2026-05-17.md
plan_id: CANVAS-ACME-20260517
review_date: 2026-05-17
csm_name: Jane Smith
created_at: 2026-05-17T14:00:00Z
created_by: [e-mail]
milestone_summary:
  on_track: 3
  at_risk: 1
  missed: 0
includes_key_benefits_realized: true
includes_success_criteria_evaluation: false
includes_customer_summary: false
includes_qbr_note: true
---

Immutable fields (set at creation; not modified in subsequent operations):

Field	Reason
review_id	Identity key
created_at	Audit timestamp
created_by	Audit identity
canvas_reference	Source artifact reference — must match upstream canvas used at review time
account_name	Account identity

Document body header:

# Progress Review: [account_name] — [review_date]

**CSM:** [csm_name]
**Review Date:** [review_date]
**Canvas Reference:** [plan_id]

---

Progress Scorecard section format:

## Progress Scorecard

| Milestone | Status | Notes |
|-----------|--------|-------|
| [milestone_name] | On Track / At Risk / Missed | [notes] |

### Key Benefits Already Realized

(Conditional — present when key_benefits_realized provided)

- [benefit 1]
- [benefit 2]

OCV Outcome Status section format (conditional):

## OCV Outcome Status

| Outcome | Status | Notes |
|---------|--------|-------|
| [outcome_name] | Delivered / In Progress / Not Started / Blocked | [notes] |

Success Criteria Evaluation section format (conditional):

## Success Criteria Evaluation

| Criterion | Met | Notes |
|-----------|-----|-------|
| [criterion] | Yes / No | [notes] |

CSM Action List section format:

## CSM Action List

(Actions generated from At Risk and Missed milestones per milestone-rating-guide.md)

| Milestone | Status | Recommended Action |
|-----------|--------|--------------------|
| [milestone_name] | At Risk / Missed | [action] |

(When all milestones are On Track: "No immediate actions required — continue monitoring.")

Customer-Facing Summary section format (conditional):

## Customer-Facing Summary

(Tone determined by milestone mix per customer-summary-templates.md)

[Customer-facing narrative paragraph(s)]

**Key Benefits Realized** (conditional — when key_benefits_realized provided)

[Benefits realized in customer-facing language]

QBR Pre-Work Note section format (conditional):

## QBR Pre-Work Note

**Milestone Summary:** [on_track] on track, [at_risk] at risk, [missed] missed
**Key Wins:** [list]
**Open Risks:** [list]
**Suggested Discussion Agenda:**
- [item]

Notes section format:

## Notes

[CSM freeform notes, or empty]

---

Pre-flight

Read ~/.claude/plugins/config/claude-for-customer-success/csm/CLAUDE.md and ~/.claude/plugins/config/claude-for-customer-success/company-profile.md.

If either is missing or contains [PLACEHOLDER] markers, stop and prompt for /csm:cold-start-interview.

Note from config:

• CS motion — shapes how directive vs. collaborative the progress review framing is
• Health model — provides context for milestone status interpretation and escalation thresholds
• Escalation matrix — required if milestone ratings trigger escalation routing
• Integrations — determines which data sources are available for canvas and OCV resolution

context/ path resolution: Inter-skill artifacts (context/success-plan-* and context/progress-review-*) resolve relative to the session working directory at runtime. In a Claude Code plugin deployment, this is the directory from which Claude Code is launched. Both this skill and csm:success-plan-canvas must operate from the same working directory for the inter-skill contract to hold.

G-code dependency: All G-code guardrails referenced in this skill (G1–G9) are defined in the CLAUDE.md config loaded above. If Pre-flight halts or config is missing, G-codes are undefined — do not proceed with partial config.

Reasoning Protocol

Blueprint: references/reasoning-blueprint.md (on-demand only)

Before generating output, apply these primers:

1. CLASSIFY — Determine operation validity and data completeness before proceeding:

   • Is operation present and equal to "review"? If absent or any other value → return an error and halt before any output.
   • Is account_name non-empty? If not → reject immediately with a clear error; do not attempt canvas resolution.
   • Does an upstream canvas file exist for this account (located via canvas_date or most-recent scan)? If not → return the canonical canvas-not-found error and halt; produce no partial output.
   • Are milestone_updates provided and non-empty? If absent → halt with a missing-required-input error; the progress scorecard cannot be generated without milestone data.
   • CLASSIFY is complete when: operation confirmed as "review", account_name validated, canvas file located and readable, milestone_updates present.

2. CONSTRAINTS — Apply before generating any output (blocking before non-blocking):

   • C-1 BLOCKING: account_name must be non-empty — reject all operations if absent; safe_account derivation cannot proceed.
   • C-2 BLOCKING: Canvas file must exist for the target account before any review output is generated — return the canonical error message exactly as specified; do not generate partial output.
   • C-3 BLOCKING: milestone_updates must be provided and non-empty — the Progress Scorecard is always-present and cannot be built without milestone data.
   • C-4 BLOCKING: Each milestone_updates[].status value must be one of On Track, At Risk, Missed — halt with a validation error on any invalid value; do not process the remaining list.
   • C-5 BLOCKING: Each ocv_updates[].status value (when provided) must be one of Delivered, In Progress, Not Started, Blocked — halt with a validation error on any invalid value.
   • C-6 Non-blocking: safe_account derivation (lowercase → replace non-alphanumeric with - → collapse hyphens → trim to 30 chars) must be applied before any file path construction — never use raw account_name in a path.
   • C-7 Non-blocking: Canvas content is read-only; this skill never writes to canvas files or OCV files under any condition — write scope is context/progress-review-* only.
   • G5: Internal data (health scores, ARR, expansion signals) must never appear in customer-facing output
   • G7: Flag any data older than 30 days with source date and staleness indicator

3. EXPERT CHECK — What a veteran CSM verifies before generating a progress review:

   • Do the milestone_updates statuses reflect the current state rather than the planned state? A CSM who copies milestone names from the canvas without providing actual status assessments produces a review that adds no signal. Flag if all milestones are listed as On Track with no notes — this pattern often signals incomplete input rather than genuine account health.
   • For At Risk milestones: does each entry include a notes field with a specific reason? A bare At Risk status without a root cause observation produces a CSM Action List with generic recommendations — flag for input enrichment.
   • For Missed milestones: has the escalation threshold check (Step 8, reference/milestone-rating-guide.md § 2) been applied? A missed milestone on a high-ARR account or near-renewal account may trigger escalation — this check must not be skipped.
   • If include_customer_summary: true: does the milestone mix support the tone selected from the template? A cautionary summary generated from an all-On Track milestone set is misaligned — verify tone selection against the actual milestone_summary counts.
   • If include_qbr_note: true: are key_benefits_realized entries present? A QBR Pre-Work Note without Key Wins forces the template to fall back to On Track milestones — this produces weaker pre-work material; prompt the CSM to provide explicit benefits if absent.

4. ANTI-PATTERNS — Mistakes to catch before generating output:

   • AP-1 Partial output on canvas-not-found: beginning any section generation before the canvas file has been confirmed readable — the error path must halt all output, not produce a partial review with a warning appended.
   • AP-2 Invalid status values silently coerced: accepting a milestone_updates[].status of "Delayed" or "Complete" and mapping it to a valid enum value — invalid values must surface as validation errors, not be silently normalized.
   • AP-3 Customer-facing summary with internal language: allowing health tier labels (Red, Yellow, Green), escalation routing details, ARR values, or internal action items to appear in the Customer-Facing Summary section — customer output is firewalled from internal language.
   • AP-4 Notes field overwrite: if a prior review file exists for the same account and date, overwriting prior notes without surfacing the conflict — v1.0.0 behavior is overwrite, but the CSM should be aware.
   • AP-5 QBR note without risk acknowledgment: generating a QBR Pre-Work Note that lists only Key Wins when At Risk or Missed milestones are present — the Open Risks section must reflect the milestone mix, not be omitted for tone reasons.

After execution, verify:

• Does the output file contain all required sections in fixed order (Progress Scorecard → OCV Outcome Status → Success Criteria Evaluation → CSM Action List → Customer-Facing Summary → QBR Pre-Work Note → Notes)? Are conditional sections present only when their conditions were met?
• Is the YAML frontmatter complete? Are review_id, canvas_reference, plan_id, milestone_summary counts, and all includes_* boolean flags correctly populated?
• For any At Risk or Missed milestones: does the CSM Action List contain specific actions (not generic "monitor closely" entries)?
• Is the safe_account derivation applied correctly in the output file path? Does canvas_reference point to the exact canvas file that was read?
• Is the customer-facing language firewall intact? No health scores, escalation identifiers, ARR values, or internal routing language in the Customer-Facing Summary or QBR Pre-Work Note.
• Confidence: [High] if canvas file confirmed readable with complete frontmatter, all milestone statuses are valid enum values, and milestone_updates entries include notes / [Medium] if canvas file located but some frontmatter fields missing, or milestone entries lack notes for At Risk/Missed statuses / [Low] if canvas file not found and operating on CSM-provided description only, or if milestone_updates statuses are unvalidated — state which.

Execute the following steps in order for every review operation. Do not skip steps or reorder them.

Step 1 — Resolve safe_account

Derive safe_account from account_name: lowercase → replace all non-alphanumeric characters with - → collapse consecutive hyphens → trim leading/trailing hyphens → truncate to 30 characters. Store as the path-construction token. The original account_name is display_account — used only in document content.

Step 2 — Locate upstream canvas file

If canvas_date is provided, attempt to read context/success-plan-[safe_account]-[canvas_date].md. If canvas_date is not provided, scan context/success-plan-[safe_account]-*.md for the most recent file by date suffix. If no matching canvas file is found, return the error message exactly as specified and halt — produce no partial output:

Error: No success plan canvas found for [account_name].
Expected file: context/success-plan-[safe_account]-[YYYY-MM-DD].md
Run csm:success-plan-canvas [operation=generate] first.

Step 3 — Read canvas frontmatter

From the located canvas file, extract: plan_id, plan_type, csm_name (if csm_name input is not provided), and account_stage. These values populate the review document frontmatter and inform section structure expectations based on plan_type (initial vs expansion vs renewal-refresh).

Step 4 — Generate review_id

Format: REVIEW-[ACCT]-[YYYYMMDD]. Derive ACCT: strip all non-alphabetic characters from account_name, take the first 4 characters, uppercase. Derive YYYYMMDD from review_date (or today if not provided) with hyphens removed.

Step 5 — Build Progress Scorecard

Iterate milestone_updates. Validate each status value against the allowed enum (On Track, At Risk, Missed); halt with validation error on any invalid value. Count on_track, at_risk, and missed totals for milestone_summary. Render the milestone status table. If key_benefits_realized is provided and non-empty, append the ### Key Benefits Already Realized subsection and set includes_key_benefits_realized: true.

Step 6 — Build OCV Outcome Status section (conditional)

If ocv_updates is provided and non-empty, validate each status value against the OCV enum (Delivered, In Progress, Not Started, Blocked). Render the OCV outcome status table. If ocv_updates is absent or an empty list, omit this section entirely.

Step 7 — Build Success Criteria Evaluation section (conditional)

If success_criteria_status is provided, render the success criteria table with met displayed as Yes / No. Set includes_success_criteria_evaluation: true. Apply evaluation logic from reference/milestone-rating-guide.md § 4 — flag unmet criteria with no corresponding At Risk or Missed milestone for additional CSM action items.

Step 8 — Build CSM Action List

Apply action generation logic from references/milestone-rating-guide.md § 3. For each At Risk milestone, generate investigation and intervention actions. For each Missed milestone, generate recovery and escalation actions. Apply escalation threshold logic from § 2. If all milestones are On Track, render: "No immediate actions required — continue standard monitoring cadence."

Step 9 — Build Customer-Facing Summary (conditional)

If include_customer_summary: true, select the appropriate tone template from reference/customer-summary-templates.md based on the milestone mix (positive / cautionary / escalation). Incorporate key_benefits_realized using customer-facing language guidance from that file. Set includes_customer_summary: true.

Step 10 — Build QBR Pre-Work Note (conditional)

If include_qbr_note: true, generate the QBR Pre-Work Note using the template from reference/customer-summary-templates.md § 5. Populate Key Wins from key_benefits_realized (or On Track milestones if key_benefits_realized is absent). Populate Open Risks from At Risk and Missed milestones. Set includes_qbr_note: true.

Step 11 — Assemble and write output file

Construct the YAML frontmatter block with all required fields. Assemble document sections in fixed order: Progress Scorecard → OCV Outcome Status → Success Criteria Evaluation → CSM Action List → Customer-Facing Summary → QBR Pre-Work Note → Notes. Write the complete document to context/progress-review-[safe_account]-[review_date].md. Return the console summary.

---

Reviewer note

⚠️ Reviewer note

• Sources: [CS Platform ✓ live — usage, milestone data | CS Platform [configured but unverified] | CRM ✓ live — account context | CRM [configured but unverified] | document storage: canvas from [date] | user provided | not connected — conversation context only]
• Data as of: [timestamp per source]
• Flagged for your judgment: [N items marked [review] inline | none]
• Before sending: Confirm progress data is current (CS Platform data >30 days old is directional only). Do not share internal health score components in customer-facing progress summary.

---

Security & Permissions

• Network access: none
• Filesystem read scope: context/success-plan-* (upstream canvas files — read-only); context/progress-review-* (own output files — read for conflict detection)
• Filesystem write scope: context/progress-review-* only
• Subprocess execution: none
• Dynamic code execution: none

This skill does not read, write, or modify any file outside the context/ directory. It does not write to canvas files or OCV files under any condition.

---

Trust & Verification

• account_name is sanitized via the safe_account function (alphanumeric + hyphen, max 30 chars) for all filesystem path construction. The unsanitized value (display_account) is used only in document content — never in path construction.
• milestone_updates and ocv_updates list items (including milestone_name, outcome_name, and notes fields) are treated as display-only. They are never used in filesystem path construction, logic branching, or code execution.
• notes input is treated as display-only freetext. It is rendered into the Notes section of the output document without interpretation.
• csm_name is treated as display-only. It is never used in filesystem path construction.
• Canvas content loaded from the upstream file is rendered into the review document as display content. It is never executed, evaluated, or interpolated into skill logic.
• All path construction uses only safe_account (derived from account_name) and review_date (ISO date). No other user input reaches path construction.

---

Reference Files

The following reference files are loaded on-demand during skill execution:

File	Purpose	Loaded When
references/progress-review-schema.md	Canonical review record format, YAML frontmatter field definitions, section assembly order, field validation rules, auto-ID generation rules	Every review operation
references/milestone-rating-guide.md	Rating criteria for On Track / At Risk / Missed; escalation thresholds; CSM action generation logic per rating; Success Criteria evaluation logic; Measures of Success assessment; Key Benefits Already Realized guidance	Every review operation
references/customer-summary-templates.md	Customer-facing language templates by milestone status (positive, cautionary, escalation tones); QBR pre-work note structure and language guidance	When include_customer_summary: true or include_qbr_note: true
references/reasoning-blueprint.md	Problem classification taxonomy, domain heuristics, common failure modes, and expert judgment patterns for this skill	On-demand per Reasoning Protocol

---

Examples

Example 1 — Basic progress review

csm:success-plan-progress-review
  operation: review
  account_name: Acme Corp
  csm_name: Jane Smith
  milestone_updates:
    - milestone_name: "Complete onboarding for 3 admin users"
      status: On Track
      notes: "All 3 admins completed training last week"
    - milestone_name: "Achieve 80% DAU adoption in core module"
      status: At Risk
      notes: "Currently at 52% DAU; adoption stalled in ops team"
    - milestone_name: "Complete integration with Salesforce"
      status: Missed
      notes: "IT resourcing delayed; now targeting Q3"

What this produces:

• Reads context/success-plan-acme-corp-[most-recent-date].md
• Creates context/progress-review-acme-corp-2026-05-17.md
• Output includes: Progress Scorecard, CSM Action List, Notes
• Console summary: 1 At Risk, 1 Missed

---

Example 2 — Full review with OCV updates, success criteria, customer summary, and QBR note

csm:success-plan-progress-review
  operation: review
  account_name: Acme Corp
  csm_name: Jane Smith
  review_date: 2026-05-17
  canvas_date: 2026-03-01
  milestone_updates:
    - milestone_name: "Complete onboarding for 3 admin users"
      status: On Track
      notes: "All 3 admins certified"
    - milestone_name: "Achieve 80% DAU adoption in core module"
      status: At Risk
      notes: "52% DAU — ops team lagging"
  ocv_updates:
    - outcome_name: "Reduce manual reporting time by 40%"
      status: In Progress
      notes: "Reporting automation deployed; measuring impact"
    - outcome_name: "Enable real-time pipeline visibility"
      status: Delivered
      notes: "Live dashboards confirmed by VP Sales"
  key_benefits_realized:
    - "Admin team onboarded and self-sufficient — no support tickets in 30 days"
    - "Real-time pipeline dashboard live — VP Sales confirmed visibility improvement"
  success_criteria_status:
    - criterion: "3 admin users certified"
      met: true
      notes: "All 3 completed certification 2026-04-15"
    - criterion: "80% DAU in core module"
      met: false
      notes: "Currently 52%; ops team adoption lagging"
  include_customer_summary: true
  include_qbr_note: true
  notes: "QBR scheduled for 2026-06-01. Ops team adoption is the key risk to address."

What this produces:

• Reads context/success-plan-acme-corp-2026-03-01.md (explicit canvas_date)
• Creates context/progress-review-acme-corp-2026-05-17.md
• Output includes all 7 sections: Progress Scorecard (with Key Benefits Already Realized subsection), OCV Outcome Status, Success Criteria Evaluation, CSM Action List, Customer-Facing Summary (with benefits realized), QBR Pre-Work Note, Notes
• Console summary: 1 At Risk, 0 Missed