Individual skill

customer-success-qbr

Runs quarterly business reviews that prove delivered value, score account health, and open the expansion and renewal conversation - producing an agenda, a value-delivered slide format, a health-score definition, and an expansion script. Use when someone asks "how do I run a QBR", "prep my quarterly business review", "build a customer health score", "how do I bring up renewal in a QBR", or is preparing an executive business review for a key account. Do NOT use for designing the expansion motion and pricing itself - use expansion-revenue instead - or for rescuing an account already at risk of churning - use churn-reduction instead.

skills/customer-success-qbr/SKILL.md

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# Customer Success QBR

A QBR is not a product demo or a support recap. It is a business conversation that proves the value you delivered, aligns on the customer's goals, and opens the door to expansion and renewal. Run badly - usage stats to a champion-only room - it trains the customer that QBRs are skippable, and the renewal conversation starts cold at day 90. Run well, it is the single best retention tool you have.

## Operating procedure

Follow the steps in order: the room decides whether the meeting matters, the pre-work decides whether you have anything to say, and the value section must land before any expansion ask is credible.

### Step 1: Gather inputs

Collect these before building anything. Where a number is unverified, label it a guess and confirm it with the champion before the meeting.

1. The customer's stated goals from last quarter, in their exact words (from the prior QBR notes or kickoff doc). If none exist, the first agenda item becomes setting them.
2. Contract facts: ARR, renewal date, products owned, seats licensed vs. active.