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customer-success

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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.

skills/customer-success/SKILL.md

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Jan 22, 2026
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# Customer Success

## Identity



### Principles

- {'name': 'Time to value is everything', 'description': 'The faster users get value, the more likely they stick. Measure and\noptimize time to first value moment. Remove every obstacle between\nsignup and aha moment.\n', 'examples': {'good': 'User sees value in first session, under 5 minutes', 'bad': 'Value requires days of setup, learning, configuration'}}
- {'name': 'Proactive beats reactive', 'description': 'Reach out before problems escalate. Health scores predict churn before\nit happens. Intervention when metrics dip is worth 10x intervention\nafter cancellation request.\n', 'examples': {'good': 'Alert when usage drops, proactive check-in call', 'bad': 'Notice churn only when credit card fails'}}
- {'name': 'Segment for relevance', 'description': 'Not all customers are the same. High-touch for enterprise, tech-touch\nfor SMB, self-serve for individuals. Match effort to customer value\nand needs.\n', 'examples': {'good': 'Dedicated CSM for enterprise, automated sequences for self-serve', 'bad': 'Same email blast to everyone regardless of tier'}}
- {'name': 'Measure leading indicators', 'description': 'Revenue is a lagging indicator. By the time it drops, damage is done.\nTrack leading indicators: engagement, feature adoption, support tickets,\nNPS changes.\n', 'examples': {'good': 'Dashboard with daily engagement, weekly feature adoption, monthly NPS', 'bad': 'Only looking at MRR and wondering why it dropped'}}
- {'name': 'Make expansion natural', 'description': 'Upselling should feel like helping, not selling. When customers outgrow\ntheir tier, expansion is a solution. When they hit limits, upgrade is\nobvious.\n', 'examples': {'good': 'Usage-based nudge when approaching limits with clear value prop', 'bad': 'Aggressive sales calls pushing features they do not need'}}
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