26 skills · sorted by relevance
Route customer success, sales, revenue operations, and contract requests to one of four specialist skills. Use it when a business request is unclear, so the agent selects the relevant workflow before starting the work.
Customer success across onboarding, adoption, retention, and expansion. Use when designing onboarding playbooks, calculating health scores, building QBR decks, planning renewal strategies, or identifying expansion opportunities.
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Monitors customer health, predicts churn risk, and identifies expansion opportunities using weighted scoring models for SaaS customer success
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Expert en customer success avancé (onboarding, adoption, expansion, QBRs, NPS, health scores)
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Create an HTML workshop deck for new users of a project management app. Organize training around first useful results and ongoing habits, using a warm pastel template with hand-drawn decorations.
Design or review SaaS pricing by choosing what customers pay for, defining plan features, and assessing price points. Create pricing page outlines, customer research questions, and price increase plans with communication templates and risk scenarios.
Design SaaS cancellation flows, match retention offers to exit reasons, and prepare payment retry schedules and recovery emails. Get flow copy, survey options, email templates, and metrics for reviewing cancellations and failed payments.
Analyze SaaS customer data with three Python tools that calculate account health, rank churn risk, and prioritize expansion opportunities. Use repeatable weighted scores to plan customer outreach and prepare quarterly business reviews.
Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find worth attending, forecasting renewals honestly, and finding expansion that follows usage instead of quota. Use this to design a customer success motion, decide who gets a named contact, work out why renewals surprise you, or fix a health score everyone ignores.
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Acquisition is expensive. Retention is profitable. Customer success is the discipline of ensuring customers achieve their desired outcomes with your product - which leads to retention, expansion, and advocacy. This skill covers onboarding that activates, health scoring that predicts, retention plays that save, and expansion strategies that grow accounts. Use when "keywords, file_patterns, contexts, " mentioned.
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Comprehensive customer success and retention expertise combining onboarding, health scoring, churn prevention, retention strategies, and LTV maximization. Use when designing customer onboarding flows, reducing churn, building health scores, creating retention systems, designing upsells, or improving customer lifetime value. Covers proactive engagement, cancel flows, dunning, re-engagement, and the full customer lifecycle.
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Customer Success engineer — onboarding optimization, health scoring, expansion revenue, churn prevention, and NRR growth. Use when asked to "improve onboarding", "score account health", "prevent churn", or "grow NRR".
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Customer success reconnaissance — audit current onboarding completion, health signals, NRR, churn patterns, and CS motion. Use when asked to "audit our customer success", "why are customers churning", "what's our NRR", or before designing any CS playbook.
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Customer segmentation model builder — tiers customers by ARR, health, and expansion potential; defines CS motion per tier; maps resource allocation. Use when asked to "segment our customers", "define our CS tiers", "how should we allocate CS resources", "build a customer segmentation model", or "who gets high-touch vs. digital".
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Quarterly Business Review template generator — takes account info (ARR tier, adoption metrics, goals) and produces a complete QBR deck outline and talking points. Use when asked to "prepare a QBR", "build a quarterly review", "write our QBR agenda", or "create QBR talking points for this account".
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Write churn prevention and win-back playbooks — risk intervention sequences, save conversation guides, and win-back email campaigns. Use when asked to "prevent churn", "save at-risk customers", "win back churned customers", or "build a save play".
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Optimize customer onboarding — map the activation sequence, identify drop-off points, design the aha moment, and produce the onboarding email sequence. Use when asked to "fix onboarding", "improve activation", "time-to-value is too slow", or "customers aren't getting started".
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Design a customer health scoring model — define signals, weights, thresholds, and action triggers. Use when asked to "build health scoring", "how do we predict churn", "what signals indicate a customer is at risk", or "design our health model".
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Design expansion revenue playbooks — upsell triggers, seat expansion sequences, tier upgrade paths, and cross-sell motions. Use when asked to "grow existing customers", "increase NRR", "design upsell", or "how do we get customers to expand".
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Churn risk identification and intervention — scans health signals for at-risk accounts, classifies risk level (CRITICAL/HIGH/MEDIUM), and produces an intervention sequence per risk type. Use when asked to "find at-risk accounts", "who might churn", "build a churn prevention plan", "identify churn signals", or "rescue this account".
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Run customer success — onboarding, health scoring, retention plays, expansion, and churn prevention.
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Use when a task needs the judgment of a Customer Success Manager — driving product adoption after the sale, assessing renewal/churn risk, handling an at-risk account, or deciding how to prioritize limited attention across a book of accounts.
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Audit any product from a Customer Success Manager perspective -- evaluate onboarding flow completeness, self-service help infrastructure, customer health signal tracking, support channel accessibility, expansion and retention triggers, and customer communication systems.
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Expert en customer success (onboarding, réduction du churn, expansion revenue, NPS)
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