mittuled case-study-extractor-cs
Agent: CS Manager
L2 customer success manager (1x) responsible for CS cohort selection, release readiness, health monitoring, and case study extraction.
Department ethos: ideal-customer-success.md Tool policy: allowed-tools.yaml
Skill Description
Identifies and extracts customer case studies from successful CS engagements for use by marketing, sales, and the customer reference programme.
When to Use
- When marketing or sales needs customer proof points for campaigns, proposals, or collateral.
- When a customer engagement has achieved notable outcomes that should be captured as a reference.
- When the case study pipeline is empty and successful engagements need to be systematically identified.
Workflow
- Identify Candidates: Review the customer portfolio for engagements with strong outcomes -- measurable ROI, fast time-to-value, or innovative use cases. Cross-reference with health scores and NPS. Deliverable: case study candidate list with rationale.
- Qualify and Secure Permission: Confirm the customer is willing to participate. Verify no contractual or legal restrictions on public reference. Deliverable: approved candidate list with customer consent.
- Extract Story Elements: Gather the case study components: customer context, challenge, solution approach, implementation details, and quantified outcomes. Source from CS notes, customer interviews, and usage data. Deliverable: raw case study content.
- Draft and Review: Assemble content into a structured case study draft. Review with the customer for accuracy and approval. Deliverable: customer-approved case study.
Anti-Patterns
- Extracting without permission: Drafting case studies using customer data without explicit customer consent. Why: publishing unauthorized customer stories violates trust and may breach contractual obligations.
- Vanity case studies: Focusing on brand-name logos rather than stories with compelling, quantified outcomes. Why: prospects are persuaded by measurable results, not logo walls.
- One-time extraction: Capturing case studies only when asked rather than maintaining a continuous pipeline. Why: reactive extraction misses time-sensitive stories and creates bottlenecks when marketing needs references urgently.
Output
On success: Produces approved case study documents with customer context, challenge, solution, and quantified outcomes. Delivered to marketing and the customer reference programme.
On failure: Report which candidates declined or could not be contacted, what partial content was gathered, and alternative candidates to pursue.
Related Skills
customer-reference-programme-manager-- Case studies feed into the reference programme.cs-health-monitor-- Health data helps identify case study candidates.cs-signal-extractor-- Customer signals may surface case study-worthy outcomes.