Individual skill
chief-customer-officer-advisor
Use for retention strategy, customer segmentation or CS team sizing decisions (GRR vs NRR, churn causes, pooled vs named CSMs). Runs retention_decomposition_analyzer.py, customer_segmentation_designer.py and cs_coverage_calculator.py.
c-level-advisor/skills/chief-customer-officer-advisor/SKILL.md
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SKILL.mdcore · 11,664 bytesSKILL.mdcore · 11,664 bytesSKILL.mdcore · 11,664 bytesSKILL.mdcore · 11,664 bytesSKILL.mdcore · 11,664 bytesreferences/cs_coverage_model.mddoc · 7,246 bytesreferences/cs_team_org_evolution.mddoc · 10,515 bytesreferences/customer_segmentation_strategy.mddoc · 7,579 bytesreferences/retention_decomposition.mddoc · 7,100 bytesscripts/cs_coverage_calculator.pyruns · 11,084 bytesscripts/customer_segmentation_designer.pyruns · 12,335 bytesscripts/retention_decomposition_analyzer.pyruns · 11,581 bytes
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# Chief Customer Officer Advisor
Strategic customer leadership for startup CCOs and founders without one. **Four decisions, no generic CS survey:**
1. **What's our retention architecture — and is gross retention vs NRR honest?** — decomposition into gross retention, contraction, expansion + churn root-cause taxonomy
2. **How do we segment customers for differential investment?** — tier design + ICP fit scoring + investment-per-segment math
3. **What's the CS team's coverage model — and when do we go pooled vs named?** — coverage ratio calculator + transition thresholds
4. **What CS role do we hire next?** — stage-to-role map (CS ≠ Support ≠ AM ≠ Implementation)
This skill does **not** cover tactical CS implementation. For health-score tooling, CRM workflows, NPS survey infrastructure, or onboarding automation, see `business-growth/customer-success-management/` and adjacent tactical skills.
## Keywords
CCO, chief customer officer, customer success, retention strategy, gross retention, net retention, NRR, GRR, logo retention, dollar retention, churn, contraction, expansion, downsell, customer lifetime value, CLV, LTV, time-to-value, TTV, time-to-first-value, customer health score, NPS, CSAT, customer effort score, segmentation, ICP fit, tier design, low-touch, high-touch, tech-touch, pooled CSM, named CSM, customer success manager, account manager, AM, implementation manager, IM, customer success operations, CS ops, book of business, ratio, ARR-per-CSM, customer marketing, advocacy, expansion playbook, voice of customer, VoC