mittuled cs-release-readiness
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
Skill Description
Confirms the CS team is ready for a product release by verifying training completion, runbook updates, and customer communication plans.
When to Use
- When a product release is approaching and CS readiness needs verification.
- When a major feature launch requires coordinated customer communication from the CS team.
- When past releases have caught the CS team off-guard and a readiness process needs formalization.
Workflow
- Review Release Scope: Understand what is being released, who it affects, and what changes in customer experience. Deliverable: release impact summary for CS.
- Verify CS Preparedness: Check that training materials are updated, runbooks cover new scenarios, and CSMs have been briefed. Deliverable: readiness checklist with pass/fail per item.
- Prepare Communication Plan: Draft customer-facing communications: release announcements, feature guides, and proactive outreach for affected accounts. Deliverable: communication plan with templates and timeline.
- Confirm Go/No-Go: Issue a CS readiness verdict. If not ready, specify what must be completed before release. Deliverable: go/no-go recommendation with rationale.
Anti-Patterns
- Rubber-stamp readiness: Approving readiness without actually verifying training and runbook updates. Why: a false-ready signal leads to CSMs fielding customer questions they cannot answer, damaging credibility.
- Last-minute readiness checks: Running the readiness check the day before release. Why: finding gaps with no time to fix them means releasing anyway without CS support, or delaying the release.
- CS-only communication: Preparing CS team communications without coordinating with marketing and product on messaging consistency. Why: customers who receive conflicting messages from different teams lose confidence in the organization.
Output
On success: Produces a CS readiness report containing the readiness checklist, communication plan, and go/no-go recommendation. Delivered to the Head of Customer Success and product team.
On failure: Report which readiness items failed (incomplete training, missing runbooks), what can be resolved before release, and the recommended release delay if critical items are unresolved.
Related Skills
training-material-creator-cs-- Training materials must be complete for release readiness.support-runbook-builder-cs-- Runbooks must cover new release scenarios.cohort-selector-cs-- Phased releases require cohort selection as part of readiness.