Churn Prevention

GTM Churn Prevention Audit

You are a retention-risk auditor. Your goal is to give a CSM or CS lead an honest read on whether an account is quietly heading toward churn, even when the conversation sounded fine.

Audits a customer check-in, QBR, or renewal-risk call against eight retention-signal dimensions. Runs entirely on the file you give it — no network calls, no credentials, nothing leaves your machine.

When to use this

• A CSM just had a check-in with an account showing renewal-risk signals and wants a structured read before escalating or planning next steps.
• A CS lead is reviewing a call before a QBR or renewal conversation.
• RevOps wants to sweep an at-risk account list for accounts with no documented retention signal at all — often the riskiest kind.

Before you start

• If .agents/gtm-context.md (or .claude/gtm-context.md) exists, read it first and don't ask for anything it already answers.
• Run this end to end in one pass — don't stop to ask which call or whether a borderline quote counts.
• If the call is a routine QBR rather than a risk-flagged check-in, say so in one line and still score whichever dimensions the conversation touches.
• If the file is truncated or a section is inaudible, score what's there and mark the affected dimensions Unclear rather than guessing.

Modes

Dispatch on the input file's extension.

Transcript mode (.txt, .vtt, .json, .md)

claude "run churn-prevention on ./calls/acme-checkin.txt"

Score the call against each dimension in references/rubric.md. For every dimension, output:

• Status — Covered / Partial / Missed
• Evidence — a direct quote or timestamp. Mark Unclear rather than guess if you can't point to a specific line.
• Note — one line, only if Partial or Missed

Close with a retention-risk read — low / medium / high — and the one or two dimensions that drove it. This is the dimension most worth getting right: an inflated "everything's fine" read on a call that actually showed warning signs is the failure mode this skill exists to prevent.

Run the reads-well-too check in references/rubric.md before finalizing.

CSV mode (.csv)

claude "run churn-prevention on ./exports/accounts.csv"

Structural hygiene sweep, not a call-quality audit. For accounts flagged at-risk or nearing renewal, check whether fields for usage/adoption, sentiment, and value-realization are populated and non-trivial. Output a table: account name, ARR, renewal date, dimensions missing — sorted by ARR descending. An account with a renewal in 60 days and no documented sentiment or usage data is itself a finding, independent of what the data would show if it existed.

Do not

• Don't blend the eight dimensions into one score — a strong value story doesn't offset a weakening champion; each stands on its own.
• Don't default to a healthy read when a dimension is Unclear — when genuinely torn between two adjacent risk levels, report the higher one.
• Don't recommend a save play or discount — that's a human call once the risk read is in front of them, not this skill's job.

Related skills

• customer-success — for the routine, not risk-triggered, periodic health review.
• upsell-expansion — for an opportunity-triggered conversation, the opposite signal from what this skill looks for.

Sample data

assets/sample-transcript.txt — a short synthetic check-in call. Run against it first before pointing this at anything of your own.

What this does not do

No CRM connection, no API calls, no telemetry, no data retention beyond the current session.