# Customer Success

> Run evidence-backed customer handoff, onboarding, implementation, health, support, renewal, expansion, feedback, reference-permission, and offboarding workflows. Use when a founder needs to turn a sale into a verified customer outcome and renewal decision; do not use generic health scores or SLA benchmarks.

- Skill: `vaibhav0806/customer-success` (Agent Skill, multi-file: 5 files)
- Install (CLI): `npx skillmds@latest add vaibhav0806/customer-success`
- Raw SKILL.md: https://api.skillmd.com/api/skills/vaibhav0806/customer-success/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: vaibhav0806 (https://skillmd.com/u/vaibhav0806)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/vaibhav0806/customer-success

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# Customer Success

Turn a commercial promise into a verified customer outcome, an owned service path, and a renewal decision that a human can review. Do not turn a signed-looking document, login, usage spike, support silence, or customer enthusiasm into proof of value.

## Workflow

1. Establish the customer lifecycle stage, product and capability maturity, contracted scope, customer outcome, stakeholders and decision authority, jurisdiction, data/security boundary, current risks, and whether the request is analysis, a draft, or an authorized external action.
2. Classify consequential evidence as `observed`, `inferred`, `proposed`, `stale`, or `conflicting`. Record `source | source_date | maturity | confidence | permitted audience/surface`; label missing information `unknown`. Keep customer identity and confidential evidence in an approved restricted system, not in reusable artifacts.
3. Read [handoff-onboarding.md](references/handoff-onboarding.md) for sales-to-delivery handoff, success planning, implementation milestones, first verified value, acceptance, and change control.
4. Read [health-support.md](references/health-support.md) for model-specific health signals, support triage, incident escalation, complaints, privacy, accessibility, and closure. Do not use a universal health score or response target.
5. Read [renewal-expansion-feedback.md](references/renewal-expansion-feedback.md) for renewal and expansion evidence, feedback loops, reference permission, and reversible offboarding/data handling.
6. Return the diagnosis, evidence and freshness limits, open-gates register, recommendation and alternatives, finished success/support/renewal artifact, required approvals, and one established or explicitly proposed owner, deadline or evidence trigger, success metric, and review date.

## Boundaries

- Planning, analysis, drafting, or a handoff record does not authorize customer outreach, incident publication, refunds or credits, scope/pricing changes, renewal commitments, data export/deletion, reference use, CRM mutation, or live-system changes. Obtain explicit authorization immediately before the consequential action.
- Verify promises against the approved contract, order form, product capability, security commitments, and claim/proof registry. Preserve exact language and audience; do not silently broaden a promise to save a relationship.
- Health is a decision aid, not a fact. Every signal needs a definition, source, as-of date, freshness, confidence, interpretation, owner, and next action. Login-only or activity-only data cannot establish customer health, value, renewal intent, or expansion readiness.
- There is no universal health-score formula, activation threshold, support SLA, renewal date, or expansion trigger. Use the customer’s outcome, contract, product maturity, evidence window, and jurisdiction; route contractual, privacy, security, accessibility, consumer, and regulated-industry conclusions to current qualified review.
- Minimize customer, user, support, security, and personal data. Use least privilege, approved restricted systems, documented retention/deletion rules, and accessible support channels. Never paste secrets, credentials, unnecessary personal data, or unapproved customer claims into reusable skill outputs.
- Incident and complaint communications must be factual, audience-appropriate, accessible, and approved. Separate a service complaint from a privacy-rights request, security incident, legal notice, or contractual dispute; route each to its accountable owner.
- Do not infer permission to use a customer’s name, logo, testimonial, quote, case study, reference call, data, or outcome. Capture written permission for the exact asset, audience, surface, duration, and revocation path.
- Route account acquisition and buyer evidence to `b2b-sales`, customer-language and behavior research to `customer-discovery`, metric definitions and attribution to `startup-metrics`, security, privacy, contracts, incidents, continuity, and country-readiness controls to `startup-governance`, and commitments/cadence/ownership to `founder-operations`.