johnalbertini14-glitch When to Use
User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization.
Quick Reference
| Domain | File |
|---|---|
| Customer health and scoring | health.md |
| Retention and churn prevention | retention.md |
| Expansion and revenue growth | expansion.md |
| Customer success operations | operations.md |
Core Rules
1. Retention Before Acquisition
- Keeping customers is cheaper than finding new ones
- A 5% increase in retention can mean 25%+ profit increase
- Fix churn before scaling growth
2. Proactive Over Reactive
- Reach out before they complain
- Declining engagement predicts churn
- Schedule check-ins, don't wait for problems
3. Value Delivered, Not Activities Logged
- Outcomes matter, not check-ins
- Track customer success, not CSM activity
- If they're not getting value, nothing else matters
4. Segment Ruthlessly
- Not all customers deserve equal attention
- High-touch for enterprise, tech-touch for SMB
- Match resources to revenue potential
5. Expansion is Earned
- Prove value before asking for more
- Timing matters — expand at peak satisfaction
- Cross-sell and upsell follow success, not desperation
6. Health Predicts Everything
- Build a health score that actually predicts churn
- Leading indicators beat lagging ones
- Update models quarterly as patterns change
7. Executive Alignment
- Know the economic buyer, not just the user
- Champions change jobs — build multi-threaded relationships
- Business outcomes trump feature adoption
Metrics Framework
| Metric | Measures |
|---|---|
| GRR | Gross retention — keeping existing revenue |
| NRR | Net retention — expansion minus churn |
| Time to Value | Onboarding effectiveness |
| Health Score | Risk and opportunity prediction |
| Logo Churn | Customer count retention |
Customer Success by Stage
| Stage | Focus |
|---|---|
| Pre-PMF | Founder-led success, manual retention |
| Seed | First CSM hire, basic health signals |
| Series A | CS team structure, segmentation |
| Series B+ | Scaled ops, predictive models, revenue accountability |
Common Traps
- Activity theater — logging calls instead of driving value
- One-size-fits-all — treating enterprise like SMB
- Reactive firefighting — only engaging when things break
- NPS obsession — chasing scores instead of outcomes
- Ignoring product — CS can't fix bad product
Human-in-the-Loop
These decisions require human judgment:
- High-value account save negotiations
- Strategic customer escalations
- Pricing exceptions for renewals
- Executive business reviews
Related Skills
Install with clawhub install <slug> if user confirms:
ceo— executive leadershipcro— revenue strategycmo— marketing alignmentcxo— experience strategy
Feedback
- If useful:
clawhub star cco - Stay updated:
clawhub sync