Customer Success Playbook

Complete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan...

Security Scan

The skill is an instruction-only Customer Success playbook whose requested resources and runtime instructions align with its stated purpose and do not ask for unrelated credentials or installs.

Purpose & Capability

Name/description match the SKILL.md. All steps (onboarding, health scoring, QBRs, churn playbooks, capacity models) are coherent with a Customer Success playbook and do not require additional system access or credentials.

Instruction Scope

SKILL.md contains only procedural guidance, question prompts for the user, templates, and deliverable lists. It does not instruct the agent to read arbitrary system files, access environment variables, or send data to unexpected endpoints.

Install Mechanism

No install spec and no code files — instruction-only skill. Nothing is downloaded or written to disk by the skill itself.

Credentials

The skill declares no required environment variables, credentials, or config paths; the content likewise does not reference secrets or external auth. Requested outputs (templates, models) are proportional to the stated purpose.

Persistence & Privilege

always is false and model invocation is allowed (platform default). The skill does not request permanent presence, nor does it attempt to modify other skills or system-wide settings.

Scan Findings in Context

[no_regex_findings] expected: The static scanner reported no findings; this is expected because the skill is instruction-only with no code files for regex analysis.

Assessment

This skill is internally consistent and appears to be what it claims: a playbook and templates for Customer Success. Before installing or using it, (1) avoid pasting sensitive customer data into any automated agent prompts; (2) review the external links (afrexai-cto.github.io) before clicking—they may point to paid resources; (3) test the skill with non-sensitive example data to verify outputs; and (4) disable or remove the skill if it later asks for credentials, files, or unexpected network access. If you need higher assurance, ask the publisher for provenance or a contact and confirm the hosted resources are trustworthy.

Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.

When to Use

• Setting up a CS function from scratch
• Designing onboarding flows for new customers
• Building health score models
• Preparing QBR templates and cadences
• Creating churn intervention playbooks
• Planning expansion and upsell motions

Workflow

1. Assess Current State

Ask the user:

• Company stage (seed, Series A, growth, scale)
• Current ARR and customer count
• Average contract value (ACV)
• Current CS team size (or zero)
• Primary churn reasons if known

2. Design Lifecycle Stages

Map the customer journey:

Stage	Duration	Owner	Key Metric
Onboarding	Days 0-30	CS Lead	Time to First Value
Adoption	Days 30-90	CSM	Feature adoption %
Retention	Ongoing	CSM	Health score, NRR
Expansion	Trigger-based	CSM + AE	Expansion MRR
Renewal	T-90 days	CSM	Renewal rate
Advocacy	Post-renewal	CS Lead	NPS, referrals

3. Build Health Score

Weight these signals (0-100 composite):

• Product usage (25%): DAU/MAU ratio
• Feature breadth (15%): Features used vs available
• Support load (15%): Ticket volume and sentiment
• Executive engagement (15%): Meeting frequency
• Satisfaction (10%): NPS or CSAT
• Growth signals (10%): Seat/usage expansion
• Payment (10%): On-time history

Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical.

4. Create Onboarding Checklist

Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes) Week 2-3: Activation (user training, configure workflows, first quick win) Week 4: Handoff (retrospective, baseline metrics, ongoing cadence)

TTFV target: <14 days SMB, <30 days Enterprise.

5. QBR Template

45-minute agenda:

1. Results recap with ROI numbers (10 min)
2. Usage insights and underused features (10 min)
3. Roadmap preview — relevant items only (5 min)
4. Their priorities and business changes (15 min)
5. Action items with owners and dates (5 min)

Rule: Never present a QBR without a quantified ROI number.

6. Churn Prevention Tiers

• Tier 1 (score 60-79): Automated nudges, CSM alerted
• Tier 2 (score 40-59): Personal outreach within 48h, 30-day recovery plan
• Tier 3 (score <40): Executive escalation within 24h, concession options ready

Early warnings: usage drop >30%, champion departure, competitor mentions, missed calls.

7. Expansion Playbook

Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.

Play	Trigger	Approach
Seat expansion	>85% utilization	Right-size conversation
Feature upsell	Repeated workarounds	Demo the real solution
New department	Champion referral	Joint intro meeting
Tier upgrade	Hitting plan limits	Show per-user savings
Multi-year	Healthy + renewal due	Discount for commitment

CSM expansion target: 20-30% of new ARR. NRR target: 110-120%.

8. CSM Capacity Model

• Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs
• Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs
• SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs
• Self-serve (<$5K): Automated digital-only

9. Output Deliverables

Generate for the user:

• Customer lifecycle map
• Health score model with weights
• Onboarding checklist (customized to their product)
• QBR template and prep checklist
• Churn intervention playbook with escalation tiers
• Expansion signal list and plays
• CSM capacity plan
• Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)

Key Metrics

Metric	Target
Net Revenue Retention	>110%
Gross Revenue Retention	>90%
Time to First Value	<14d SMB / <30d Enterprise
Health Score Coverage	100%
QBR Completion	>85%
NPS	>50

Resources

• Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/
• AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/
• Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/