success-plan-canvas

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

csm:success-plan-canvas

[PROPOSED]

Overview

csm:success-plan-canvas generates structured Customer Success Plan canvas documents tied to a specific account and lifecycle stage. The canvas is saved as a standalone exportable Markdown artifact and serves as the upstream input to csm:success-plan-progress-review.

Three plan types are supported, each producing a distinct document structure:

• initial — New customer onboarding plan; all 7 CCSM-104 components present; labeled "Initial Success Plan"
• expansion — Pre-expansion motion; labeled "Expansion Canvas" with explicit expansion framing; distinct from initial plan
• renewal-refresh — Pre-renewal review; includes OCV gap analysis surfacing committed-but-not-delivered outcomes

Use When

• The organization uses the OCV (Outcome-to-Customer Value) system and a structured 7-component canvas format is required — if OCV is not in use, use /csm:success-plan-builder instead
• A CSM needs to generate a structured success plan canvas for a specific account at a lifecycle stage (initial onboarding, pre-expansion, pre-renewal review)
• An existing canvas needs to be refreshed with updated objectives, OCV data, or notes without generating a new dated artifact

Do NOT Use For

• Progress tracking or scorecard generation — use csm:success-plan-progress-review instead
• Sending customer communications — use csm:customer-comms instead
• CRM integration or external system writes
• Multi-account batch generation
• Modifying OCV files (this skill is read-only with respect to OCV data)

Typical Activation

"/csm:success-plan-canvas Acme Corp" (requires OCV system to be in use) "/csm:success-plan-canvas Acme Corp --update" "Create a success plan canvas for [account]" (OCV-aligned 7-component canvas format) "Update the canvas for [customer]"

---

Operations

Operation: generate

Creates a new success plan canvas file for an account at a specified lifecycle stage.

Input fields:

Field	Type	Required	Description
operation	string	Yes	Must be "generate"
account_name	string	Yes	Account name — used for file naming and canvas header
plan_type	string	Yes	One of: initial, expansion, renewal-refresh
csm_name	string	Yes	CSM who owns this plan
account_stage	string	No	Customer lifecycle stage (e.g., Onboarding, Adoption, Expansion, Renewal)
ocv_snapshot	object	No	Structured OCV data — list of outcomes: {outcome_name, status, owner}
key_objectives	list	No	CSM-provided list of key objectives to feature in the canvas
notes	string	No	Freeform CSM notes appended to canvas footer

Auto-generated fields (set at generate; immutable thereafter):

• plan_id: CANVAS-[ACCT]-[YYYYMMDD] — ACCT = first 4 alpha chars of account_name, uppercased; non-alpha stripped
• created_at: ISO datetime of generation
• created_by: session user identity

safe_account derivation (used for file path only):

1. Lowercase account_name
2. Replace all non-alphanumeric characters with -
3. Collapse consecutive hyphens to single hyphen
4. Trim to 30 characters maximum

Examples:

• "Acme Corp" → acme-corp
• "123 Widgets Inc." → 123-widgets-inc- (trimmed if over 30 chars)
• "TechCo Solutions LLC" → techco-solutions-llc

Plan-type behavior:

Plan Type	Document Label	Section Structure	OCV Role
initial	Initial Success Plan	Goals, Onboarding Milestones, Responsibilities, Success Metrics, Timelines, Risks and Assumptions, Communication Strategy, Next Steps	OCV outcomes listed informally if provided
expansion	Expansion Canvas	Expansion Rationale, Current Outcomes, Expansion Opportunity, Proposed Outcomes, Responsibilities, Success Metrics, Risks and Assumptions, Communication Strategy, Next Steps	OCV outcomes mapped to expansion thesis
renewal-refresh	Renewal-Refresh Plan	Renewal Context, OCV Gap Analysis, Delivered Outcomes, At-Risk Outcomes, Renewal Objectives, Responsibilities, Communication Strategy, Next Steps	OCV gap analysis required when ocv_snapshot provided

Behavior:

• Derives safe_account from account_name for all filesystem path construction
• display_account (original account_name) used only in document output
• Creates context/success-plan-[safe_account]-[YYYY-MM-DD].md
• If a canvas for the same account and date already exists, it is overwritten
• Returns console summary: plan_id, file path, plan type, and account name

Output example (console summary):

Canvas generated.
  plan_id:   CANVAS-ACME-20260517
  plan_type: initial
  account:   Acme Corp
  file:      context/success-plan-acme-corp-2026-05-17.md

---

Operation: refresh

Updates an existing canvas in place without creating a new dated artifact.

Input fields:

Field	Type	Required	Description
operation	string	Yes	Must be "refresh"
account_name	string	Yes	Account name — used to locate the existing canvas file
canvas_date	string	No	ISO date (YYYY-MM-DD) of canvas to refresh; defaults to most recent canvas for account
key_objectives	list	No	Replacement objectives list (replaces prior objectives section)
ocv_snapshot	object	No	Updated OCV data — replaces prior OCV section
notes	string	No	Appended to Notes section (append-only; prior notes are preserved)

Immutable fields — rejected if included in refresh payload:

Field	Error response
plan_id	Immutable field error: plan_id cannot be modified after generation.
created_at	Immutable field error: created_at cannot be modified after generation.
created_by	Immutable field error: created_by cannot be modified after generation.
plan_type	Immutable field error: plan_type cannot be modified after generation.
account_name	Immutable field error: account_name cannot be modified after generation.

Canvas not found error:

No success plan canvas found for [account_name]. Run generate first.

Behavior:

• Locates context/success-plan-[safe_account]-[canvas_date].md
• If canvas_date not provided, uses most recent canvas for account (by filename date)
• Updates mutable sections: key_objectives, ocv_snapshot, and appends to notes
• Sets refreshed_at to current ISO datetime
• Returns updated file path and refresh timestamp

Output example (console summary):

Canvas refreshed.
  plan_id:      CANVAS-ACME-20260517
  account:      Acme Corp
  file:         context/success-plan-acme-corp-2026-05-17.md
  refreshed_at: 2026-05-19T14:30:00Z

---

Output Format

File naming pattern

context/success-plan-[safe_account]-[YYYY-MM-DD].md

• safe_account: lowercase, alphanumeric + hyphens, max 30 chars (derived from account_name)
• YYYY-MM-DD: generation date (set at generate; preserved on refresh)
• One file per account per date

YAML frontmatter fields

---
plan_id: CANVAS-ACME-20260517
account_name: Acme Corp
plan_type: initial
csm_name: Jane Smith
account_stage: Onboarding
created_at: 2026-05-17T09:00:00Z
created_by: [e-mail]
refreshed_at: null
---

Document structure

---
[YAML frontmatter as above]
---

# [Initial Success Plan | Expansion Canvas | Renewal-Refresh Plan]: [account_name]

**CSM:** [csm_name]
**Date:** [YYYY-MM-DD]
**Stage:** [account_stage]

---

## [Plan-type-specific sections — see plan-type-guide.md]

## OCV Outcomes

[Rendered OCV snapshot with status indicators — omitted if no ocv_snapshot provided]

## Notes

[CSM notes — append-only on refresh]

See references/success-plan-canvas-schema.md for complete field definitions and section structure per plan type.

---

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 canvas framing is
• Health model — determines context for lifecycle stage assessment
• Integrations — determines which data sources are available for OCV snapshot

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 and validate inputs before proceeding:

   • Is operation present and one of generate or refresh? If absent or invalid → AskUserQuestion before proceeding.
   • Is account_name non-empty? If not → reject immediately with a clear error before any output.
   • For generate: is plan_type one of initial, expansion, or renewal-refresh? If not → return Invalid plan_type error.
   • For refresh: does a canvas file exist for this account? If not → return No success plan canvas found error before attempting any update.
   • CLASSIFY is complete when: operation confirmed, account_name validated, operation-specific preconditions pass.

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.
   • C-2 BLOCKING (generate): plan_type must be one of initial, expansion, renewal-refresh — return Invalid plan_type error immediately; do not attempt to infer or default.
   • C-3 BLOCKING (refresh): canvas file must exist for the target account before applying any mutable updates — return No success plan canvas found before attempting any field write.
   • C-4 BLOCKING (refresh): if the refresh payload includes any immutable field (plan_id, created_at, created_by, plan_type, account_name) → return immutable field error for that specific field; do not apply partial updates.
   • C-5 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.
   • 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 or refreshing a success plan canvas:

   • Does the plan_type match the account's current lifecycle stage? An initial canvas for an account in active renewal review, or a renewal-refresh canvas for a brand-new onboarding, signals a misconfiguration — flag it.
   • For initial plans: are all 7 required CCSM-104 components present (Goals, Onboarding Milestones, Responsibilities, Success Metrics, Timelines, Risks and Assumptions, Communication Strategy)? An initial canvas missing structural sections is incomplete before it's shared.
   • For renewal-refresh with ocv_snapshot: does the OCV data contain enough outcome detail to drive meaningful gap analysis? An empty or single-outcome snapshot produces a shallow renewal canvas — flag the data gap.
   • For refresh with notes append: are prior notes preserved? Append-only discipline on notes is critical — replacing prior notes destroys the account narrative history.
   • Is the key_objectives content customer-sourced? Objectives written by the CSM without customer language anchor produce plans that get ignored at QBR.

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

   • AP-1 Missing key_objectives on initial generate: producing an initial plan without key_objectives — creates a canvas with no outcome anchor; the plan cannot be meaningfully reviewed.
   • AP-2 renewal-refresh without ocv_snapshot: generating a renewal-refresh canvas without OCV data — skips gap analysis entirely, which is the primary value of the renewal-refresh plan type.
   • AP-3 Refresh targeting immutable fields: attempting to update plan_type, account_name, plan_id, created_at, or created_by — these define plan identity; changing them corrupts the record.
   • AP-4 Wrong plan_type for lifecycle stage: generating an initial canvas for an account in renewal, or expansion for a net-new account — the section structure will be wrong and the CSM context misaligned.
   • AP-5 Notes replacement instead of append: overwriting prior notes content on a refresh — destroys the longitudinal account narrative; notes are always append-only.

After execution, verify:

• Does the output match the classified operation (generate or refresh) and apply the correct plan-type section structure?
• For generate: are all plan-type-specific sections present (e.g., all 8 sections for initial, all 9 for expansion, all 8 for renewal-refresh)?
• For renewal-refresh with ocv_snapshot: is the OCV Gap Analysis section populated and are outcomes correctly split between gap and delivered tables?
• For refresh: are all immutable field constraints (C-4) confirmed clear? Are prior notes preserved if notes was in the payload?
• Is the safe_account derivation applied correctly before the file path is constructed?
• Confidence: [High] if ocv_snapshot provided with full outcome data and plan_type matches confirmed account lifecycle stage / [Medium] if plan_type or account stage is CSM-provided without system confirmation / [Low] if operating without OCV data on a renewal-refresh or without key_objectives on an initial — state which.

When operation = generate

1. Validate plan_type — confirm value is one of [initial, expansion, renewal-refresh]. If not, return: Invalid plan_type: [value]. Must be one of: initial, expansion, renewal-refresh.
2. Derive safe_account — apply the four-step derivation: lowercase → replace non-alphanumeric with - → collapse consecutive hyphens → trim to 30 chars. If trimming occurs, proceed silently (no error). If safe_account after trim ends with a hyphen, that is acceptable.
3. Generate plan_id — extract first 4 alpha characters from account_name, strip non-alpha, uppercase; format as CANVAS-[ACCT]-[YYYYMMDD] using today's date.
4. Select section structure from plan type:
   • initial → Goals, Onboarding Milestones, Responsibilities, Success Metrics, Timelines, Risks and Assumptions, Communication Strategy, Next Steps
   • expansion → Expansion Rationale, Current Outcomes, Expansion Opportunity, Proposed Outcomes, Responsibilities, Success Metrics, Risks and Assumptions, Communication Strategy, Next Steps
   • renewal-refresh → Renewal Context, OCV Gap Analysis, Delivered Outcomes, At-Risk Outcomes, Renewal Objectives, Responsibilities, Communication Strategy, Next Steps
5. Render OCV outcomes if ocv_snapshot is provided — render per plan type rules in reference/plan-type-guide.md.
6. For renewal-refresh with ocv_snapshot — classify all outcomes with status != "delivered" as gaps; render gap table in OCV Gap Analysis section; render delivered outcomes separately in Delivered Outcomes section.
7. Write file to context/success-plan-[safe_account]-[YYYY-MM-DD].md with YAML frontmatter and full document body.
8. Return console summary with plan_id, plan_type, account, and file path.

When operation = refresh

1. Derive safe_account from account_name using the same four-step derivation as generate.
2. Locate canvas file — resolve context/success-plan-[safe_account]-[canvas_date].md; if canvas_date is omitted, select the most recent canvas for the account by filename date sort.
3. If file not found — return: No success plan canvas found for [account_name]. Run generate first.
4. Check for immutable field violations first — if the refresh payload includes any of plan_id, created_at, created_by, plan_type, or account_name, return the corresponding immutable field error immediately before making any changes.
5. Apply mutable updates:
   • key_objectives — replace existing objectives section if provided
   • ocv_snapshot — replace existing OCV section if provided
   • notes — append to Notes section (never replace; prior notes are preserved)
6. Set refreshed_at to current ISO datetime.
7. Return console summary with plan_id, account, file path, and refreshed_at.

For renewal-refresh with ocv_snapshot

• Iterate all outcomes in ocv_snapshot.outcomes
• Outcomes with status != "delivered" → classified as gap, rendered in OCV Gap Analysis table with Gap Risk = ⚠ Gap
• Outcomes with status == "delivered" → rendered in Delivered Outcomes table only, not in gap table
• At-risk classification detail: at_risk status outcomes appear in both the gap table and the At-Risk Outcomes section

Escalation rules

• If account_name produces a safe_account that exceeds 30 chars after trim: truncate at char 30 without error or warning
• If no account_stage is provided: omit Stage line from canvas header (do not substitute a default)
• If ocv_snapshot is provided but outcomes array is empty: render OCV section with note No outcomes recorded in this snapshot.

---

Reviewer note

⚠️ Reviewer note

• Sources: [CRM ✓ live — contract terms, stakeholder contacts | CRM [configured but unverified] | document storage: existing canvas or kickoff notes | 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: Verify success criteria in the canvas have been reviewed and agreed with the customer sponsor before treating as a mutual plan. Canvas contains no internal health scores or expansion signals.

---

Security & Permissions

• Network access: none
• Filesystem read scope: context/success-plan-* only (for refresh file lookup); OCV data is passed as the ocv_snapshot input parameter — it is NOT read from the filesystem by this skill
• Filesystem write scope: context/success-plan-* only
• Subprocess execution: none
• Dynamic code execution: none
• OCV files: this skill NEVER writes to OCV files or any context file type other than context/success-plan-*
• External integrations: none

---

Trust & Verification

Path construction:

• account_name is always sanitized via the safe_account function (lowercase, alphanumeric + hyphen, max 30 chars) before use in any filesystem path
• display_account (the original, unsanitized account_name) is used only in document content — never in filesystem path construction

Display-only fields (never used in path construction or skill logic):

• ocv_snapshot content is stored as advisory display data — it is rendered into the canvas document but never executed or interpolated into skill logic
• notes and key_objectives are treated as display-only freetext — sanitized for path use only if they were referenced in naming (they are not)
• csm_name is display-only — never used in filesystem path construction

Immutable field enforcement:

• Fields plan_id, created_at, created_by, plan_type, and account_name are set at generate and rejected at refresh with an explicit error message
• No silent overwrites of immutable fields

OCV advisory contract:

• OCV data received via ocv_snapshot parameter is rendered for human review only
• This skill NEVER writes to OCV files under any condition
• OCV gap analysis (for renewal-refresh) is computed and displayed — not stored back to any OCV source

---

Reference Files

The following reference files govern this skill's detailed behavior. They are loaded on-demand when the relevant behavior is being applied — they are not front-loaded into every response.

File	Purpose
references/success-plan-canvas-schema.md	Canonical canvas record format, complete YAML frontmatter field list with types and validation rules, section structure per plan type, auto-ID generation rules, immutable field list and enforcement behavior
references/plan-type-guide.md	CCSM-104 7-component framework definition, per-plan-type section templates with placeholder content guidance, OCV integration rules by plan type, expansion canvas distinction rules (header branding and framing language), renewal-refresh OCV gap detection logic, component presence rules (required vs optional per plan type)
references/ocv-integration-contract.md	OCV snapshot input format spec, valid status values, field mappings (outcome_name, status, owner), rendering format for OCV outcomes in canvas sections per plan type, gap detection logic for renewal-refresh, advisory-only contract (skill NEVER writes to OCV files)
references/reasoning-blueprint.md	Problem classification taxonomy, domain heuristics, common failure modes, and expert judgment patterns for this skill

---

Examples

Example 1: Generate an initial success plan

Input:

{
  "operation": "generate",
  "account_name": "Acme Corp",
  "plan_type": "initial",
  "csm_name": "Jane Smith",
  "account_stage": "Onboarding",
  "key_objectives": [
    "Complete technical onboarding within 30 days",
    "Achieve first value milestone by day 45",
    "Establish executive sponsor alignment"
  ],
  "ocv_snapshot": {
    "outcomes": [
      {"outcome_name": "Reduce manual reporting time", "status": "committed", "owner": "Jane Smith"},
      {"outcome_name": "Improve team visibility into pipeline", "status": "not_started", "owner": "Jane Smith"}
    ]
  },
  "notes": "Champion is Sarah Lee (VP Operations). Executive sponsor is Mark Torres (CFO). Kickoff completed 2026-05-15."
}

Output (console summary):

Canvas generated.
  plan_id:   CANVAS-ACME-20260517
  plan_type: initial
  account:   Acme Corp
  file:      context/success-plan-acme-corp-2026-05-17.md

Output (canvas document excerpt):

---
plan_id: CANVAS-ACME-20260517
account_name: Acme Corp
plan_type: initial
csm_name: Jane Smith
account_stage: Onboarding
created_at: 2026-05-17T09:00:00Z
created_by: [e-mail]
refreshed_at: null
---

# Initial Success Plan: Acme Corp

**CSM:** Jane Smith
**Date:** 2026-05-17
**Stage:** Onboarding

---

## Goals

- Complete technical onboarding within 30 days
- Achieve first value milestone by day 45
- Establish executive sponsor alignment

## Onboarding Milestones

| Milestone | Target Date | Owner | Status |
|-----------|-------------|-------|--------|
| [Add milestone] | [Date] | [Owner] | Not Started |

## Responsibilities
...

---

Example 2: Generate a renewal-refresh canvas with OCV gap analysis

Input:

{
  "operation": "generate",
  "account_name": "Globex Inc",
  "plan_type": "renewal-refresh",
  "csm_name": "Carlos Rivera",
  "account_stage": "Renewal",
  "ocv_snapshot": {
    "outcomes": [
      {"outcome_name": "Automate monthly close reporting", "status": "delivered", "owner": "Carlos Rivera"},
      {"outcome_name": "Reduce onboarding time by 30%", "status": "committed", "owner": "Carlos Rivera"},
      {"outcome_name": "Expand usage to 3 new departments", "status": "in_progress", "owner": "Carlos Rivera"}
    ]
  },
  "key_objectives": [
    "Demonstrate ROI ahead of renewal conversation",
    "Close outstanding OCV gaps before renewal date"
  ]
}

Output (console summary):

Canvas generated.
  plan_id:   CANVAS-GLOB-20260517
  plan_type: renewal-refresh
  account:   Globex Inc
  file:      context/success-plan-globex-inc-2026-05-17.md

OCV Gap Analysis section in canvas:

## OCV Gap Analysis

The following outcomes are committed or in progress with no delivered resolution.
These represent renewal-risk gaps requiring attention before the renewal conversation.

| Outcome | Status | Owner | Gap Risk |
|---------|--------|-------|----------|
| Reduce onboarding time by 30% | committed | Carlos Rivera | ⚠ Gap |
| Expand usage to 3 new departments | in_progress | Carlos Rivera | ⚠ Gap |

**Delivered Outcomes**

| Outcome | Status | Owner |
|---------|--------|-------|
| Automate monthly close reporting | delivered | Carlos Rivera |

---

Example 3: Refresh an existing canvas with updated notes

Input:

{
  "operation": "refresh",
  "account_name": "Acme Corp",
  "canvas_date": "2026-05-17",
  "notes": "QBR scheduled for 2026-06-01. Champion confirmed renewal intent pending gap closure."
}

Output (console summary):

Canvas refreshed.
  plan_id:      CANVAS-ACME-20260517
  account:      Acme Corp
  file:         context/success-plan-acme-corp-2026-05-17.md
  refreshed_at: 2026-05-19T14:30:00Z

---

Example 4: Refresh error — canvas not found

Input:

{
  "operation": "refresh",
  "account_name": "Unknown Customer",
  "notes": "Some update"
}

Output:

No success plan canvas found for Unknown Customer. Run generate first.