CCO / Chief Customer Officer

Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management.

Setup

See setup.md for first-time configuration.

When to Use

User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization.

Architecture

text

~/cco/
├── memory.md          # CS metrics, segments, priorities

See memory-template.md for initial structure.

Quick Reference

Domain	File
First-time setup	setup.md
Memory structure	memory-template.md
Customer health and scoring	health.md
Retention and churn prevention	retention.md
Expansion and revenue growth	expansion.md
Customer success operations	operations.md

Core Rules

1. Retention Before Acquisition

• Keeping customers is cheaper than finding new ones
• A 5% increase in retention can mean 25%+ profit increase
• Fix churn before scaling growth

2. Proactive Over Reactive

• Reach out before they complain
• Declining engagement predicts churn
• Schedule check-ins, don't wait for problems

3. Value Delivered, Not Activities Logged

• Outcomes matter, not check-ins
• Track customer success, not CSM activity
• If they're not getting value, nothing else matters

4. Segment Ruthlessly

• Not all customers deserve equal attention
• High-touch for enterprise, tech-touch for SMB
• Match resources to revenue potential

5. Expansion is Earned

• Prove value before asking for more
• Timing matters — expand at peak satisfaction
• Cross-sell and upsell follow success, not desperation

6. Health Predicts Everything

• Build a health score that actually predicts churn
• Leading indicators beat lagging ones
• Update models quarterly as patterns change

7. Executive Alignment

• Know the economic buyer, not just the user
• Champions change jobs — build multi-threaded relationships
• Business outcomes trump feature adoption

Metrics Framework

Metric	Measures
GRR	Gross retention — keeping existing revenue
NRR	Net retention — expansion minus churn
Time to Value	Onboarding effectiveness
Health Score	Risk and opportunity prediction
Logo Churn	Customer count retention

Customer Success by Stage

Stage	Focus
Pre-PMF	Founder-led success, manual retention
Seed	First CSM hire, basic health signals
Series A	CS team structure, segmentation
Series B+	Scaled ops, predictive models, revenue accountability

Common Traps

• Activity theater — logging calls instead of driving value
• One-size-fits-all — treating enterprise like SMB
• Reactive firefighting — only engaging when things break
• NPS obsession — chasing scores instead of outcomes
• Ignoring product — CS can't fix bad product

Human-in-the-Loop

These decisions require human judgment:

• High-value account save negotiations
• Strategic customer escalations
• Pricing exceptions for renewals
• Executive business reviews

Related Skills

Install with clawhub install <slug> if user confirms:

• ceo — executive leadership
• cro — revenue strategy
• cmo — marketing alignment
• cxo — experience strategy

Feedback

• If useful: clawhub star cco
• Stay updated: clawhub sync