customer-success
Customer health monitoring, adoption programs, and escalation governance
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Customer health monitoring, adoption programs, and escalation governance
Installation
npx claude-plugins install @gtmagents/gtm-agents/customer-success
Contents
Folders: agents, commands, skills
Included Skills
This plugin includes 4 skill definitions:
adoption-playbook
Structured guide for designing and executing customer adoption programs.
View skill definition
Adoption Playbook Skill
When to Use
- Launching onboarding/adoption initiatives for new segments or products.
- Refreshing adoption strategies after major roadmap or packaging changes.
- Standardizing enablement for CS, product, and marketing partnerships.
Framework
- Persona & Journey Mapping – goals, blockers, success metrics, critical milestones.
- Play Matrix – channel x milestone view of actions, owners, cadences, and triggers.
- Content Library – templates for comms, workshops, office hours, and enablement assets.
- Measurement Plan – activation, usage, sentiment, expansion metrics with thresholds.
- Feedback Loop – qualitative signals, experiment backlog, and improvement tracker.
Templates
- Journey table (milestone, trigger, action, owner, KPI).
- Adoption campaign brief with creative/copy checklist.
- Weekly adoption standup agenda and notes doc.
Tips
- Anchor each milestone on a clear customer outcome, not just feature usage.
- Pair with
build-adoption-programcommand for automated blueprints. - Archive playbook iterations to show impact in QBR/EBR storytelling.
executive-ebr-kit
Template pack for executive business reviews with outcomes, risks, and
View skill definition
Executive EBR Kit Skill
When to Use
- Preparing quarterly/biannual executive business reviews (EBRs/QBRs).
- Aligning customer exec sponsors with value realization, roadmap, and investment asks.
- Creating consistent storytelling across CS leaders and account teams.
Framework
- Narrative Structure – headline, impact summary, challenges, commitments, next plays.
- Metric Spine – adoption, value, ROI, roadmap alignment, joint KPIs.
- Risk & Opportunity – top 3 blockers + mitigations; top 3 growth bets + investment needs.
- Executive Actions – decisions, approvals, introductions, or resources requested.
- Follow-Up Tracker – owner, due date, status, and impact measurement.
Templates
- 6-slide EBR deck outline with talking points per slide.
- Memo template for async EBRs.
- Action/decision log sheet shared with customer + internal teams.
Tips
- Lead with outcomes delivered before asking for investment or case studies.
- Include joint success metrics the customer already tracks for easier alignment.
- Pair with
run-escalation-playbookfor exec-ready updates on remediation progress.
risk-scoring-framework
Method for calculating customer health/risk tiers using quantitative
View skill definition
Risk Scoring Framework Skill
When to Use
- Building or tuning customer health scores that drive CS prioritization.
- Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
- Auditing why certain segments churn or expand more than others.
Framework
- Signal Inventory – usage, sentiment, support, commercial, product feedback, exec engagement.
- Weighting & Decay – assign weights per signal, set freshness decay, define negative indicators.
- Tier Mapping – convert scores to tiers (green/yellow/red) with playbook hooks.
- Validation Loop – back-test against churn, expansion, and NPS outcomes.
- Governance – review cadence, owner accountability, and change management process.
Templates
- Signal catalog spreadsheet with weights and owners.
- Tier thresholds + play mapping sheet.
- Validation report template comparing scores vs outcomes.
Tips
- Combine structured data with CSM notes or sentiment highlights for context.
- Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
- Pair with
monitor-customer-healthoutput to auto-highlight risks.
sentiment-feedback-loop
Process for capturing qualitative feedback and injecting it into CS playbooks.
View skill definition
Sentiment Feedback Loop Skill
When to Use
- Enriching health scores with qualitative insights from surveys, CSM notes, and communities.
- Building voice-of-customer summaries for exec updates or escalations.
- Prioritizing product/CS actions based on sentiment trends.
Framework
- Source Intake – NPS/CSAT, support tickets, call notes, community threads, surveys.
- Tagging & Themes – apply taxonomy for product area, sentiment, urgency, persona.
- Routing Rules – send critical feedback to owners (product, eng, CS, exec sponsors).
- Insight Packaging – compile trend summaries, quotes, and recommended actions.
- Closed-Loop Tracking – log actions taken, status, and customer follow-up.
Templates
- Sentiment tagging spreadsheet or Notion template.
- Weekly VOC digest format for leadership.
- Follow-up tracker for commitments back to customers.
Tips
- Automate ingestion where possible but maintain human review for nuance.
- Highlight positive sentiment for advocacy/reference programs too.
- Pair with
monitor-customer-healthandrun-escalation-playbookfor context.