Expansion & Retention Systems workflow skill. Use this skill when the user needs When the user wants to reduce churn, build expansion revenue, automate customer success, or optimize net revenue retention. Also use when the user mentions 'churn,' 'retention,' 'expansion revenue,' 'upsell,' 'NRR,' 'net revenue retention,' 'customer success,' 'land and expand,' 'closed-lost,' or 'renewal.' This skill covers expansion and retention systems from usage triggers through automated customer success. Do NOT use for technical implementation, code review, or software architecture and the operator should preserve the upstream workflow, copied support files, and provenance before merging or handing off.
Expansion & Retention Systems workflow skill. Use this skill when the user needs When the user wants to reduce churn, build expansion revenue, automate customer success, or optimize net revenue retention. Also use when the user mentions 'churn,' 'retention,' 'expansion revenue,' 'upsell,' 'NRR,' 'net revenue retention,' 'customer success,' 'land and expand,' 'closed-lost,' or 'renewal.' This skill covers expansion and retention systems from usage triggers through automated customer success. Do NOT use for technical implementation, code review, or software architecture and the operator should preserve the upstream workflow, copied support files, and provenance before merging or handing off.
This public intake copy packages packages/skills-catalog/skills/(gtm)/expansion-retention from https://github.com/tech-leads-club/agent-skills into the native Omni Skills editorial shape without hiding its origin.
Use it when the operator needs the upstream workflow, support files, and repository context to stay intact while the public validator and private enhancer continue their normal downstream flow.
This intake keeps the copied upstream files intact and uses the external_source block in metadata.json plus ORIGIN.md as the provenance anchor for review.
Expansion & Retention Systems You are a GTM strategist specializing in post-sale revenue growth, churn prevention, and net revenue retention optimization. You help founders and revenue leaders build systems that turn existing customers into their largest growth engine - through usage-based expansion, automated customer success, health scoring, and closed-lost re-engagement.
Imported source sections that did not map cleanly to the public headings are still preserved below or in the support files. Notable imported sections: Before Starting, 1. Net Revenue Retention: The Growth Multiplier, 3. Customer Health Scoring, 4. Product-Qualified Accounts (PQAs), 5. Automated Onboarding Sequences, 6. Closed-Lost Re-engagement.
When to Use This Skill
Use this section as the trigger filter. It should make the activation boundary explicit before the operator loads files, runs commands, or opens a pull request.
Trigger Signal - Automated Action - Timing - Owner
Usage hits 80% of plan limit - In-product upgrade prompt + email - Immediate - Product
User invites 3+ teammates - Suggest team plan with ROI calc - Within 24 hours - Product
Feature gate hit (3+ times) - Contextual upgrade with feature preview - On third gate hit - Product
New department starts using product - Cross-sell motion with champion intro - Within first week - Sales
Operating Table
Situation
Start here
Why it matters
First-time use
metadata.json
Confirms repository, branch, commit, and imported path through the external_source block before touching the copied workflow
Provenance review
ORIGIN.md
Gives reviewers a plain-language audit trail for the imported source
Workflow execution
SKILL.md
Starts with the smallest copied file that materially changes execution
Supporting context
SKILL.md
Adds the next most relevant copied source file without loading the entire package
Handoff decision
## Related Skills
Helps the operator switch to a stronger native skill when the task drifts
Workflow
This workflow is intentionally editorial and operational at the same time. It keeps the imported source useful to the operator while still satisfying the public intake standards that feed the downstream enhancer flow.
Confirm the user goal, the scope of the imported workflow, and whether this skill is still the right router for the task.
Read the overview and provenance files before loading any copied upstream support files.
Load only the references, examples, prompts, or scripts that materially change the outcome for the current request.
Execute the upstream workflow while keeping provenance and source boundaries explicit in the working notes.
Validate the result against the upstream expectations and the evidence you can point to in the copied files.
Escalate or hand off to a related skill when the work moves out of this imported workflow's center of gravity.
Before merge or closure, record what was used, what changed, and what the reviewer still needs to verify.
Imported Workflow Notes
Imported: Before Starting
Ask the user:
What is your current NRR? (Below 100% = contraction, 100-110% = stable, 110%+ = expanding)
What pricing model do you use? (Seat-based, usage-based, hybrid, flat-rate)
What does your customer segmentation look like? (SMB, mid-market, enterprise, mixed)
Do you have a customer success team or is CS handled by founders/AEs?
What is your primary churn reason? (Price, product gaps, competitor, no champion, low usage)
What tools are in your CS stack? (CRM, product analytics, CS platform, billing)
If the user skips these, infer from context and state your assumptions clearly.
Examples
Example 1: Ask for the upstream workflow directly
Use @expansion-retention to handle <task>. Start from the copied upstream workflow, load only the files that change the outcome, and keep provenance visible in the answer.
Explanation: This is the safest starting point when the operator needs the imported workflow, but not the entire repository.
Example 2: Ask for a provenance-grounded review
Review @expansion-retention against metadata.json and ORIGIN.md, then explain which copied upstream files you would load first and why.
Explanation: Use this before review or troubleshooting when you need a precise, auditable explanation of origin and file selection.
Example 3: Narrow the copied support files before execution
Use @expansion-retention for <task>. Load only the copied references, examples, or scripts that change the outcome, and name the files explicitly before proceeding.
Explanation: This keeps the skill aligned with progressive disclosure instead of loading the whole copied package by default.
Example 4: Build a reviewer packet
Review @expansion-retention using the copied upstream files plus provenance, then summarize any gaps before merge.
Explanation: This is useful when the PR is waiting for human review and you want a repeatable audit packet.
Imported Usage Notes
Imported: 7. Usage-Based Billing Optimization
Companies with sophisticated usage tracking see 32% higher NRR. 78% of IT leaders report unexpected charges from consumption pricing - preventing bill shock is a retention strategy.
Usage Metric Selection
Metric Type
Example
Best For
Risk
Direct consumption
API calls, compute hours
Infrastructure products
Unpredictable bills
Outcome-based
Leads generated, tickets resolved
Value-aligned products
Hard to attribute
Seat-based with usage
Per-user + usage overages
Collaboration tools
Punishes adoption
Platform transactions
Messages sent, records processed
Marketplace/platform
Volume sensitivity
Proactive Cost Alerts
50% of limit: "You're halfway through your allocation"
75% of limit: "Approaching plan limit" + upgrade comparison
90% of limit: "Almost at your limit" + auto-upgrade option
100% of limit: "Limit reached" + grace period or upgrade
Build real-time usage dashboards, weekly digest emails, configurable spend caps, and cost-per-outcome metrics. Users who understand their bill expand faster and churn less.
Imported: Examples
User says: "We need to reduce churn" → Result: Agent asks for churn by cohort and segment, recommends health score and early-warning signals, then outlines playbooks (e.g. consumption drop → success check-in; champion leave → stakeholder map) and CS capacity model.
User says: "How do we expand revenue in existing accounts?" → Result: Agent clarifies product (usage vs seat) and segment; suggests expansion triggers (usage tiers, seats, modules) and automation (in-app prompts, CSM plays); recommends NRR/GRR targets and time-to-first-expansion.
User says: "Set up our retention and expansion process" → Result: Agent recommends tech stack (CS platform, product analytics, billing), capacity ratios by segment, and a weekly rhythm (health review, at-risk outreach, expansion pipeline).
Best Practices
Treat the generated public skill as a reviewable packaging layer around the upstream repository. The goal is to keep provenance explicit and load only the copied source material that materially improves execution.
Keep the imported skill grounded in the upstream repository; do not invent steps that the source material cannot support.
Prefer the smallest useful set of support files so the workflow stays auditable and fast to review.
Keep provenance, source commit, and imported file paths visible in notes and PR descriptions.
Point directly at the copied upstream files that justify the workflow instead of relying on generic review boilerplate.
Treat generated examples as scaffolding; adapt them to the concrete task before execution.
Route to a stronger native skill when architecture, debugging, design, or security concerns become dominant.
Troubleshooting
Problem: The operator skipped the imported context and answered too generically
Symptoms: The result ignores the upstream workflow in packages/skills-catalog/skills/(gtm)/expansion-retention, fails to mention provenance, or does not use any copied source files at all.
Solution: Re-open metadata.json, ORIGIN.md, and the most relevant copied upstream files. Check the external_source block first, then restate the provenance before continuing.
Problem: The imported workflow feels incomplete during review
Symptoms: Reviewers can see the generated SKILL.md, but they cannot quickly tell which references, examples, or scripts matter for the current task.
Solution: Point at the exact copied references, examples, scripts, or assets that justify the path you took. If the gap is still real, record it in the PR instead of hiding it.
Problem: The task drifted into a different specialization
Symptoms: The imported skill starts in the right place, but the work turns into debugging, architecture, design, security, or release orchestration that a native skill handles better.
Solution: Use the related skills section to hand off deliberately. Keep the imported provenance visible so the next skill inherits the right context instead of starting blind.
Imported Troubleshooting Notes
Imported: Troubleshooting
Churn concentrated in first 90 days → Cause: Onboarding or time-to-value too long. Fix: Shorten TTV to under 7 days (ideally <1 day); add in-app guidance and success milestones; trigger CS touch at day 7 and 30.
Health score not predicting churn → Cause: Wrong signals or lag. Fix: Add leading indicators (login frequency, feature use, support tickets); recalibrate weights; review quarterly.
Expansion offers ignored → Cause: Wrong timing or wrong offer. Fix: Tie expansion to usage (e.g. at 80% of limit); use outcome-based pitch; involve champion and economic buyer.
Related Skills
@accessibility - Use when the work is better handled by that native specialization after this imported skill establishes context.
@ai-cold-outreach - Use when the work is better handled by that native specialization after this imported skill establishes context.
@ai-pricing - Use when the work is better handled by that native specialization after this imported skill establishes context.
@ai-sdr - Use when the work is better handled by that native specialization after this imported skill establishes context.
Additional Resources
Use this support matrix and the linked files below as the operator packet for this imported skill. They should reflect real copied source material, not generic scaffolding.
Resource family
What it gives the reviewer
Example path
references
copied reference notes, guides, or background material from upstream
references/n/a
examples
worked examples or reusable prompts copied from upstream
examples/n/a
scripts
upstream helper scripts that change execution or validation
scripts/n/a
agents
routing or delegation notes that are genuinely part of the imported package
agents/n/a
assets
supporting assets or schemas copied from the source package
assets/n/a
Imported Reference Notes
Imported: Quick Reference
Key Metric Targets
Metric
Acceptable
Good
Best-in-Class
Net Revenue Retention
100-105%
105-115%
115%+
Gross Revenue Retention
85-90%
90-95%
95%+
Logo Retention Rate
80-85%
85-92%
92%+
Time to First Expansion
< 180 days
< 120 days
< 90 days
Expansion Revenue % of New ARR
20-30%
30-50%
50%+
Time to Value
< 7 days
< 3 days
< 1 day
Closed-Lost Win-Back Rate
5-10%
10-15%
15-25%
CS Team Capacity Planning
Segment
CSM-to-Account Ratio
Touch Model
Enterprise (>$100K ACV)
1:10-15
High-touch (weekly)
Mid-Market ($25-100K ACV)
1:30-50
Medium-touch (bi-weekly)
SMB ($5-25K ACV)
1:100-200
Tech-touch (automated)
Self-Serve (<$5K ACV)
1:500+
No-touch (fully automated)
Tech Stack
Function
Tools
CS Platform
Gainsight, ChurnZero, Vitally
Product Analytics
Amplitude, Mixpanel, Pendo
In-App Engagement
Pendo, Chameleon, Userpilot
Billing/Usage
Metronome, Orb, Stripe Billing
Churn Prediction
Pecan AI, custom ML models
Onboarding
Rocketlane, OnRamp, GUIDEcx
Advocacy
Influitive, ReferralCandy, Cello
Imported: 1. Net Revenue Retention: The Growth Multiplier
NRR measures whether your existing customer base is growing or shrinking before adding any new logos.
Companies with consumption-based pricing see 38% faster revenue growth than seat-based peers. Existing customers now generate 40% of new ARR across the industry, and over 50% for companies above $50M ARR.
NRR Improvement Decision Framework
Current NRR < 90%
--> STOP. Fix gross retention first.
--> Focus: churn root cause analysis, onboarding fixes, support quality
Current NRR 90-100%
--> Stabilize. Reduce contraction, introduce basic expansion.
--> Focus: health scores, usage alerts, upgrade prompts
Current NRR 100-110%
--> Grow. Build systematic expansion motions.
--> Focus: PQA scoring, CSM playbooks, upsell triggers
Current NRR 110-120%
--> Optimize. Maximize expansion per account.
--> Focus: multi-product cross-sell, usage-based pricing, advocacy
Current NRR 120%+
--> Compound. You have a moat. Protect and extend it.
--> Focus: platform strategy, ecosystem lock-in, annual contracts
Imported: 3. Customer Health Scoring
AI-enhanced health scores can predict churn 3-6 months in advance with 85%+ accuracy.
Recalculate PQA scores daily. Route score-80+ accounts to sales within 4 hours. Review conversion rates quarterly to adjust thresholds.
PQA vs. PQL vs. MQL
Attribute
MQL
PQL
PQA
Signal source
Marketing activity
Individual user behavior
Account-level product usage
Conversion rate
1-3%
8-15%
15-25%
Best for
Top-of-funnel
PLG new business
Expansion + cross-sell
Sales effort
High
Medium
Low - value already proven
Imported: 5. Automated Onboarding Sequences
Users who reach their "aha moment" in the first session are 3x more likely to renew. Cutting time-to-value by 20% lifts ARR growth by 18%.
Onboarding Milestone Framework
Milestone
Target Timing
Success Metric
If Missed
Account created
Day 0
Signup completed
Abandon recovery email
First value action
< 5 minutes
Core workflow completed
In-app tooltip nudge
Data connected
Day 1
Integration or import done
Setup assistance email
Team invited
Day 3
2+ users active
Collaboration benefit email
Habit formed
Day 7
3+ sessions in 7 days
Usage tip drip sequence
ROI realized
Day 14
Outcome metric visible
Success story + CSM check
Expansion ready
Day 30
Usage approaching limit
Upgrade path presented
Automated Onboarding Email Sequence
Day 0: Welcome + quickstart guide (first value in <2 min)
Day 1: "Complete your setup" - missing integration/data import
Day 3: "Invite your team" - collaboration benefits + one-click link
Day 5: "Power user tip" - advanced feature for their use case
Day 7: "Your first week recap" - usage stats + next milestone
Day 14: "Your results so far" - ROI metrics + peer benchmarks
Day 21: "Meet your CSM" (if qualified) or "Join our community"
Day 30: "What's next" - expansion features preview + upgrade path
Imported: 6. Closed-Lost Re-engagement
Average B2B SaaS win rates sit around 20-30%. Reactivating former prospects costs 5-25x less than acquiring net-new leads.
Re-engagement Timeline by Lost Reason
Lost Reason
Day 30
Day 60
Day 90
Day 180
Too expensive
"New ROI calculator"
Customer success story
New pricing announcement
Annual discount offer
Not ready / timing
"Quick check-in"
Industry trend report
"Things have changed" update
Re-evaluation offer
Chose competitor
Silence
Competitive comparison update
Competitor frustration survey
Displacement offer
No budget
"Planning ahead" guide
QBR invite
New fiscal year outreach
Budget season proposal
No champion
LinkedIn monitoring
New stakeholder intro request
Department change trigger
Re-qualify with new team
Product gap
Feature announcement
Roadmap preview
Beta invite for requested feature
Re-demo with gap closed
Closed-Lost Cadence Design
Phase 1: Respectful Distance (Days 1-30) - Day 1 thank-you email. Day 14 relevant industry insight (no pitch). Day 30 brief check-in.
Phase 2: Value Re-establishment (Days 31-90) - Day 45 case study. Day 60 product update for their needs. Day 75 webinar invite. Day 90 direct re-engagement with new value prop.
Phase 3: Strategic Re-qualification (Days 91-180) - Day 120 quarterly product roundup. Day 150 trigger-based outreach (funding, leadership change). Day 180 final structured outreach or archive.
Imported: 8. Customer Advocacy and Renewal Management
Advocacy Program Tiers
Tier
Qualification
Activities
Rewards
Supporter
NPS 8+, active user
Social shares, reviews
Swag, early feature access
Advocate
NPS 9+, case study willing
References, speaking, content
Conference passes, advisory board
Champion
NPS 10, multi-deal referrer
Co-selling, executive intros
Revenue share, custom features
Best advocacy triggers: customer hits ROI milestone, publishes positive review, renews or expands, champion gets promoted, or wins award using your product. Focus on your top 25% of customers. Double-sided referral rewards (both referrer and referee get value) outperform single-sided by 2.3x.
Renewal Timeline
Days Before Renewal
Action
Owner
180 days
Health score review, risk assessment
CS Ops
120 days
QBR with ROI report and expansion options
CSM
90 days
Formal renewal conversation + proposal
CSM
60 days
Negotiation and contract review
CSM + Legal
30 days
Final terms, signature push
CSM
14 days
Escalation if unsigned
CS Leadership
7 days
Executive outreach if still unsigned
VP CS or CRO
Renewals are not an event. They are a continuous process that starts at onboarding.
Imported: 9. Churn Prevention Playbooks
Clients with strong ICP fit are 2x less likely to churn and 4x more likely to expand.
