stephenrogan

@stephenrogan source repo

127 skills
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6 hours ago last updated

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Hiring Loop · stephenrogan bundle
Creates a structured hiring loop with role scorecard, competencies, interview plan, question bank, evidence rubric, debrief packet, and bias checks. Use when opening a role, designing interviews, consolidating feedback, or preparing a hire/no-hire debrief.

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Decision Memo · stephenrogan bundle
Creates a concise decision memo with context, decision required, options, tradeoffs, assumptions, dissent, recommendation, owner, and revisit criteria. Use when a leadership decision has ambiguity, cross-functional impact, material risk, or is likely to be reopened later.

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Change Cascade · stephenrogan bundle
Plans how to communicate and operationalize a change through managers and teams, including rationale, audience impact, FAQ, resistance risks, adoption measures, and reinforcement cadence. Use for process, policy, tooling, org, or strategy changes.

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Onboarding Ramp · stephenrogan bundle
Builds a 30/60/90 onboarding and ramp plan with learning path, stakeholder map, early wins, role expectations, check-ins, and risk signals. Use for new hires, promoted managers, internal transfers, or leaders entering a new scope.

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Delegation Brief · stephenrogan bundle
Converts fuzzy delegation into a crisp ownership brief with outcome, context, constraints, decision rights, checkpoints, risks, and success criteria. Use when handing work to a direct report, project owner, team lead, or cross-functional partner.

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Premortem Runner · stephenrogan bundle
Runs a structured pre-mortem for a plan, initiative, launch, reorg, or strategic bet by imagining failure, identifying causes, leading indicators, mitigations, owners, and pause or kill criteria. Use before committing to meaningful change.

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Agent Eval Design · stephenrogan bundle
Designs practical evals for leadership and management agent skills, including realistic prompts, expected outputs, assertions, negative tests, boundary tests, and human grading rubrics. Use when creating or improving agent skills, workflows, or AI worker scorecards.

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Performance Cycle · stephenrogan bundle
Assembles fair performance review or improvement-cycle material by organizing evidence against role expectations, strengths, gaps, support actions, and follow-up criteria. Use for review cycles, repeated misses, growth plans, or performance concern preparation.

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Team Health Pulse · stephenrogan bundle
Synthesizes team health signals from surveys, 1:1 themes, meeting behaviour, workload, attrition indicators, and execution patterns into risks and interventions. Use when morale, trust, psychological safety, workload, or team cohesion may be drifting.

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Context Memory Ops · stephenrogan bundle
Designs context, memory, and knowledge flows for agent-managed work: what agents should know, retrieve, remember, forget, cite, and never store. Use when agent quality depends on durable context, sensitive information boundaries, or cross-session continuity.

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Org Design Options · stephenrogan bundle
Generates organisation design options with strategy fit, customer segmentation, capacity, spans, roles, tradeoffs, transition risks, and communication implications. Use when growth, churn, margin, coverage, or strategy changes require rethinking team structure.

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Talent Calibration · stephenrogan bundle
Prepares talent calibration material by assembling performance evidence, scope, growth trajectory, readiness hypotheses, risks, and development actions. Use before talent reviews, promotion discussions, succession conversations, or leadership bench planning.

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Agent Output Review · stephenrogan bundle
Reviews AI agent outputs for correctness, evidence, completeness, safety, decision boundaries, and usability before a leader relies on them. Use when evaluating reports, drafts, code, research, strategy memos, customer responses, or autonomous agent deliverables.

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Stakeholder Prewire · stephenrogan bundle
Builds a stakeholder prewire plan with influence map, likely objections, conversation sequence, audience-specific framing, decision asks, and alignment tracker. Use before cross-functional proposals, executive decisions, process changes, or politically sensitive initiatives.

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Agent Command Center · stephenrogan bundle
Creates a command-center view for managing multiple AI agents and human-agent workflows, including active work, owners, state, blockers, quality signals, risk level, approvals, and next decisions. Use when a leader needs visibility across an agent-powered operating system.

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Agent Risk Governance · stephenrogan bundle
Creates governance for AI agents with risk classes, approval gates, audit logs, access controls, red lines, incident response, and rollback rules. Use before deploying agents into leadership, customer, people, financial, or external-facing workflows.

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Agent Delegation Brief · stephenrogan bundle
Turns a leadership task into an agent-ready delegation brief with objective, context, inputs, tools, constraints, acceptance criteria, escalation triggers, and verification plan. Use when assigning work to AI agents, coding agents, research agents, analyst agents, or complex automated workflows.

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Executive Update Brief · stephenrogan bundle
Creates an executive-ready update brief with headline narrative, evidence, risks, decisions needed, owner asks, and anticipated questions. Use for exec staff updates, QBRs, board prep, steering meetings, or when leaders need concise upward communication.

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Staff Meeting Designer · stephenrogan bundle
Designs a staff or team meeting that prioritizes decisions, risks, and alignment over status reporting. Use when preparing recurring leadership meetings, team meetings, operating reviews, or when a meeting needs to be cut, redesigned, or made decision-oriented.

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Weekly Leadership Pack · stephenrogan bundle
Synthesizes the weekly leadership picture across metrics, risks, people, customers, priorities, and decisions into a one-page operating brief. Use before weekly business reviews, leadership team meetings, Monday planning, or Friday retrospectives.

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Conflict Mediation Prep · stephenrogan bundle
Prepares a neutral conflict mediation plan by separating facts, interpretations, interests, stakes, possible agreements, conversation structure, and follow-up commitments. Use when two people, teams, or functions are stuck in recurring tension or blame.

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Human Agent Team Design · stephenrogan bundle
Designs how humans and AI agents collaborate inside a team, including roles, handoffs, rituals, shared artifacts, escalation norms, trust-building, and anti-patterns. Use when a manager is turning a conventional team into a human-agent operating unit.

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Succession Coverage Map · stephenrogan bundle
Maps critical roles, coverage gaps, bench readiness, vacancy risk, ramp time, and development moves for succession and continuity planning. Use for quarterly planning, leadership transitions, key-person risk, or org resilience reviews.

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Leadership Learning Loop · stephenrogan bundle
Runs a leadership learning loop by reviewing decisions, outcomes, missed signals, behaviour patterns, system failures, and commitments for improvement. Use after failed decisions, incidents, missed forecasts, team friction, or monthly leadership retrospectives.

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Agent Improvement Backlog · stephenrogan bundle
Converts agent failures, user corrections, eval misses, review notes, and workflow friction into a prioritized improvement backlog. Use when improving agent skills, prompts, tools, memory, evals, or operating procedures over time.

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Strategy Operating System · stephenrogan bundle
Turns strategy into an operating system with priorities, bets, decision calendar, metrics, operating cadence, owner map, risks, and kill criteria. Use for quarterly planning, annual planning, strategic resets, or converting executive direction into management rhythm.

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Feedback Conversation Prep · stephenrogan bundle
Turns observed behaviour and impact into a fair, specific feedback conversation plan with evidence, SBI-style framing, likely reactions, and follow-up. Use when a manager needs to give candid feedback, correct behaviour, praise specifically, or prepare a difficult performance conversation.

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Market And Board Narrative · stephenrogan bundle
Builds a board or market narrative from internal performance, customer evidence, market shifts, competitive signals, strategic bets, and decision asks. Use for board decks, investor updates, strategic narratives, or executive alignment around what the business believes now.

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Agent Performance Management · stephenrogan bundle
Evaluates AI agent performance over time using task outcomes, acceptance rate, revision causes, error patterns, latency, cost, risk incidents, and user trust. Use when managing AI workers, agent workflows, or automated loops as part of a leadership operating system.

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Agent Workforce Architecture · stephenrogan bundle
Designs a human-plus-agent workforce architecture with roles, work classes, autonomy levels, escalation paths, tool access, memory boundaries, and operating cadence. Use when a leader wants to scale management leverage through AI agents without creating chaos or shadow automation.

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Customer Escalation Recovery · stephenrogan bundle
Builds an executive customer escalation recovery brief with timeline, commitments, stakeholders, risk exposure, root-cause hypotheses, response plan, and approval-required concessions. Use for major customer escalations, renewal threats, executive complaints, or service failures.

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Ra Stakeholder Mapper · stephenrogan bundle
Tracks customer org charts, contact roles, engagement frequency, and relationship coverage across accounts. Maintains a structured stakeholder map that identifies champions, economic buyers, influencers, and coverage gaps. Use when asked to map stakeholders, track customer contacts, build an org chart, identify relationship gaps, assess stakeholder coverage, or when any workflow needs to know who matters at an account and how recently they have been engaged. Also triggers for questions about contact mapping, multi-threading assessment, stakeholder analysis, single-thread risk, or relationship breadth.

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Ic Feature Request Tracker · stephenrogan bundle
Logs customer feature requests from calls, tickets, and emails, links them to the product roadmap, tracks their status, and surfaces updates to CSMs when requested features ship or are declined. Use when asked to log a feature request, track product requests, link customer needs to the roadmap, monitor when a requested feature is available, or when any customer interaction surfaces a product enhancement need. Also triggers for questions about feature request management, roadmap tracking, customer-requested product changes, or product backlog from the CS perspective.

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Lo Onboarding Orchestrator · stephenrogan bundle
Manages the customer onboarding workflow from sales handoff through first-value milestone. Sequences tasks, triggers communications, tracks completion, and flags delays. Use when asked to set up onboarding for a new customer, track onboarding progress, build onboarding workflows, automate onboarding sequences, manage customer go-live, monitor time-to-value, or when any new account needs to be moved through a structured activation process. Also triggers for questions about onboarding playbooks, kickoff coordination, or implementation tracking.

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Ra Stakeholder Change Detector · stephenrogan bundle
Monitors for stakeholder changes at customer accounts including champion departures, new executive hires, reorganisations, and role changes. Detects changes from CRM updates, LinkedIn signals, and engagement pattern shifts. Use when asked to track contact changes, monitor for champion departure, detect reorgs at customer accounts, set up stakeholder change alerts, or when any workflow needs early warning of relationship disruption. Also triggers for questions about contact monitoring, org change detection, stakeholder continuity, or relationship risk from personnel changes.

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Bi Health Score · stephenrogan bundle
Computes and maintains composite health scores for customer accounts by aggregating product usage, support engagement, stakeholder activity, and sentiment signals. Use when asked to calculate health scores, assess account health, monitor portfolio health, identify at-risk accounts, build health scoring models, set up health monitoring, or when any downstream CS workflow needs current account health data. Also triggers for questions about customer health, account risk, portfolio risk, health trends, health dashboards, or NRR forecasting that depends on health inputs.

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Bi Account Brief · stephenrogan bundle
Compiles a comprehensive structured account snapshot by pulling from all available data sources. Gives the CSM full account context in under 60 seconds instead of 30-60 minutes of manual assembly. Use when asked to prepare for a customer call, build an account brief, generate a QBR prep summary, create an account snapshot, review an account before a meeting, assemble account context for an escalation, or when any human decision point across any pillar needs current account context. Also triggers for pre-call prep, account review, executive briefing preparation, or any request for a consolidated view of an account.

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Bi Risk Detector · stephenrogan bundle
Monitors a defined set of risk indicators across the customer portfolio and generates prioritised risk alerts. Combines leading indicators from usage and health data with event-based triggers like champion departure, support escalation, and missed meetings. Use when asked to identify at-risk accounts, build a risk queue, set up churn early warning, monitor renewal risk, create risk dashboards, prioritise CSM intervention, or when any workflow needs to know which accounts require immediate attention. Also triggers for churn prediction, risk scoring, and portfolio risk assessment.

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Bi Usage Monitor · stephenrogan bundle
Tracks product usage patterns at the account level, detects meaningful behaviour changes, and classifies trends against segment benchmarks. Use when asked to monitor usage, detect usage declines, track adoption trends, identify usage anomalies, flag accounts with dropping engagement, analyse product stickiness, compare account usage to peers, or when any workflow needs current usage trend data for an account. Also triggers for questions about DAU/MAU ratios, feature adoption rates, session depth, or usage benchmarking.

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Pa Value Reporter · stephenrogan bundle
Measures and reports on value delivered to customers including time-to-value tracking, ROI evidence assembly, outcome metrics, and value narratives for QBRs and renewal conversations. Use when asked to measure customer ROI, track time-to-value, build a value report, create an ROI case, quantify outcomes for a customer, or when any workflow needs evidence of value delivered. Also triggers for questions about customer outcomes, value realisation, ROI measurement, business impact quantification, or proving the investment is worth it.

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Bi Segment Trends · stephenrogan bundle
Analyses portfolio-level trends across customer segments to identify systemic patterns affecting multiple accounts. Use when asked to analyse portfolio health by segment, identify cohort-level churn patterns, compare retention across tiers or industries, build portfolio health reports, detect systemic issues across the book, assess segment-level risk, or when leadership needs a strategic view of CS performance beyond individual accounts. Also triggers for questions about cohort analysis, segment benchmarking, portfolio-level NRR drivers, or CS capacity planning inputs.

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Cc Crm Updater · stephenrogan bundle
Automatically logs activities, updates CRM fields, and maintains data accuracy across the CRM by syncing information from email, calendar, call transcripts, and product analytics. Detects and flags data inconsistencies, stale records, and missing fields. Use when asked to update CRM records, auto-log activities, sync account data, maintain CRM hygiene, or automate CRM field updates. Also triggers for questions about CRM accuracy, activity logging automation, data sync between systems, CRM data quality, or field reconciliation.

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Pa Adoption Tracker · stephenrogan bundle
Tracks feature-level adoption within accounts, identifies underutilised capabilities, and generates adoption gap analysis. Maps used vs. available features to surface where customers are leaving value on the table. Use when asked to track feature adoption, analyse product usage depth, identify underutilised features, build adoption plans, measure feature penetration, or when any workflow needs to understand what a customer is and is not using. Also triggers for questions about feature adoption rates, usage gaps, product stickiness, or adoption health.

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Pa Benchmark Engine · stephenrogan bundle
Benchmarks account adoption metrics against segment peers to show customers where they stand relative to similar companies. Produces comparison data for QBRs, adoption conversations, and value narratives. Use when asked to benchmark a customer against peers, create adoption comparisons, show how an account compares to similar companies, build segment comparison data, or when any customer-facing conversation needs peer benchmarking context. Also triggers for questions about peer comparison, industry benchmarks, best-in-class adoption metrics, or competitive positioning within a segment.

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Ca Advocacy Tracker · stephenrogan bundle
Manages customer advocacy programmes including reference tracking, case study pipeline, review site engagement, testimonial collection, and NPS follow-up workflows. Identifies advocacy-ready accounts, manages the advocacy pipeline, matches advocates to requests, and prevents advocate fatigue. Use when asked to manage customer references, track case study progress, coordinate review requests, build an advocacy programme, identify potential advocates, follow up on NPS promoters, or when any workflow needs to know which customers are available and willing to advocate. Also triggers for questions about customer references, testimonials, case studies, G2 reviews, advocacy programme management, or NPS follow-up strategy.

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Bi Competitive Intel · stephenrogan bundle
Monitors for signals that a customer may be evaluating alternatives or has been approached by a competitor. Surfaces early warning so the CSM can intervene before a formal evaluation begins. Use when asked to detect competitive threats, monitor for churn to competitors, identify accounts evaluating alternatives, track competitor mentions, build competitive displacement alerts, assess competitive risk across the portfolio, or when any workflow needs to know if a customer is looking at other vendors. Also triggers for questions about win-back, competitor tracking, evaluation detection, or displacement risk.

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Lo Sla Monitor · stephenrogan bundle
Tracks commitments, SLAs, and promises made to customers across all touchpoints. Surfaces upcoming deadlines, flags breaches, and maintains an accountability record. Use when asked to track customer commitments, monitor SLA compliance, manage action items from calls and meetings, ensure follow-through on promises, build an accountability system for CS, or when any workflow needs to know what has been committed to a customer and whether it has been delivered. Also triggers for questions about commitment tracking, follow-up management, promise fulfilment, or accountability monitoring.

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Cc Email Drafter · stephenrogan bundle
Drafts customer-facing emails including check-ins, follow-ups, meeting confirmations, milestone notifications, and routine communications. Personalises with account data and calibrates tone by segment and relationship context. Use when asked to write a customer email, draft a follow-up, compose a check-in message, create an email sequence, or when any lifecycle workflow needs to send a templated communication. Also triggers for questions about email templates, outreach copy, customer communication drafting, or tone calibration for customer emails.

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Ca Community Monitor · stephenrogan bundle
Tracks customer engagement in community channels, surfaces unanswered questions, identifies potential advocates from activity patterns, and detects sentiment shifts in community discussions. Use when asked to monitor community engagement, track forum activity, identify community advocates, detect community sentiment, manage community health, or when any workflow needs insight into peer-to-peer customer engagement. Also triggers for questions about community management, forum monitoring, peer engagement, community-driven support, or advocate identification from community activity.

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Bi Expansion Detector · stephenrogan bundle
Identifies accounts showing signals of readiness for expansion including upsell, cross-sell, and seat or licence growth. Surfaces opportunity with evidence so humans can time the commercial conversation. Use when asked to find expansion opportunities, identify upsell candidates, detect cross-sell signals, analyse licence utilisation for growth, build an expansion pipeline, score accounts for commercial readiness, or when any workflow needs to know which accounts are ripe for growth. Also triggers for questions about expansion scoring, revenue growth signals, or commercial opportunity identification.

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Pa Feedback Aggregator · stephenrogan bundle
Aggregates product feedback from support tickets, call transcripts, surveys, and CSM notes, then clusters into themes for the product team. Produces weighted reports showing which issues affect the most customers and the most revenue. Use when asked to collect customer feedback, aggregate feature requests, theme product feedback, build a voice-of-customer report, identify common product gaps, or when any workflow needs structured feedback data for the product team. Also triggers for questions about customer feedback analysis, feature request patterns, product improvement priorities, or voice of customer reporting.

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Cm Renewal Forecaster · stephenrogan bundle
Forecasts renewal outcomes across the portfolio by combining health data, engagement signals, usage trends, and historical patterns into probability-weighted projections. Produces renewal pipeline reports for CS leadership, CRO, and CFO audiences. Use when asked to forecast renewals, predict churn probability, build a retention forecast, assess portfolio renewal risk, project NRR, or when leadership needs forward-looking retention data. Also triggers for questions about renewal probability, churn forecasting, NRR projection, retention pipeline, or revenue risk assessment.

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Cc Call Summariser · stephenrogan bundle
Generates structured post-call summaries from call transcripts or CSM notes, extracting key discussion points, decisions, action items with owners and deadlines, sentiment signals, and risk or opportunity flags. Routes extracted data to downstream skills for tracking. Use when asked to summarise a call, extract action items from a meeting, generate call notes, create a post-meeting summary, or when any workflow needs structured output from a customer conversation. Also triggers for questions about call documentation, meeting notes, action item extraction, or conversation capture.

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Ic Cross Func Prep · stephenrogan bundle
Prepares materials for internal cross-functional meetings including account reviews, pipeline reviews, escalation committees, and CS-product syncs. Compiles relevant account data tailored to each meeting's audience and purpose. Use when asked to prepare for an internal meeting, build an account review deck, compile data for a pipeline review, create materials for a CS-product sync, or when any internal meeting needs structured account data. Also triggers for questions about internal meeting preparation, cross-functional review materials, team sync documentation, or pipeline review content.

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Cc Qbr Deck Builder · stephenrogan bundle
Generates data-populated QBR presentation decks by pulling usage metrics, health data, support history, value evidence, and adoption analytics into a structured slide format by segment. Produces a deck the CSM customises with strategic narrative and recommendations. Use when asked to build a QBR deck, prepare business review slides, generate a customer presentation with data, populate a QBR template, or when lo-qbr-orchestrator triggers content preparation. Also triggers for questions about QBR content, business review presentations, customer-facing data decks, or quarterly review materials.

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Cc Report Generator · stephenrogan bundle
Produces weekly, monthly, and quarterly reports for CSMs, managers, and leadership by aggregating data from all pillar skills into formatted, distributable reports. Adapts content, detail, and emphasis by audience. Use when asked to generate a CS report, build a weekly summary, create a portfolio report, produce a dashboard update, compile metrics for leadership, or when any recurring reporting need should be automated. Also triggers for questions about CS reporting, metrics compilation, dashboard data generation, performance summaries, or NRR reporting.

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Lo Handoff Manager · stephenrogan bundle
Generates handoff documentation and manages transition sequences when accounts move between teams, CSMs, or lifecycle stages. Covers sales-to-CS handoff, CSM-to-CSM reassignment, CS-to-renewal team handoff, and any structured account transition. Use when asked to create a handoff brief, manage an account transition, prepare for CSM reassignment, build a sales-to-CS handoff, transfer account knowledge, or when any account is changing ownership. Also triggers for questions about knowledge transfer, account reassignment, team transitions, or onboarding a new CSM onto an existing account.

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Lo Renewal Manager · stephenrogan bundle
Tracks renewal timelines across the portfolio, triggers renewal workflows at defined milestones, surfaces renewal readiness with risk and opportunity signals, and manages the operational mechanics of the renewal process. Use when asked to manage renewals, track renewal dates, build renewal playbooks, automate renewal workflows, assess renewal risk, prepare for renewal conversations, forecast renewal outcomes, or when any account is approaching contract end date. Also triggers for questions about renewal pipeline, contract management, renewal forecasting, or retention operations.

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Pa Knowledge Base Curator · stephenrogan bundle
Keeps customer-facing help content aligned with product changes, identifies content gaps from support ticket patterns, surfaces relevant resources to customers based on adoption profiles, and measures documentation effectiveness through ticket deflection. Use when asked to audit help content, identify knowledge base gaps, recommend documentation improvements, match customers to relevant help articles, track documentation quality, or when support ticket patterns suggest missing or outdated documentation. Also triggers for questions about help centre management, documentation quality, self-serve content strategy, support deflection through better documentation, or content gap analysis.

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Ic Escalation Router · stephenrogan bundle
Routes customer escalations to the appropriate internal team with structured documentation, severity classification, and tracking. Ensures escalations reach the right people with full context and tracks through to resolution. Use when asked to escalate an account issue, route a customer problem to engineering or product, create an escalation ticket, manage the escalation process, or when any customer issue needs internal team involvement beyond the CSM. Also triggers for questions about escalation management, internal routing, cross-functional issue resolution, or escalation tracking.

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Ic Internal Notifier · stephenrogan bundle
Sends automated status updates and notifications to internal stakeholders when account events occur. Keeps product, support, sales, and leadership informed without requiring the CSM to manually update each team. Use when asked to set up internal notifications, automate status updates, keep cross-functional teams informed about account changes, or when any account event should trigger an internal communication. Also triggers for questions about internal communication automation, cross-team updates, stakeholder notification, or event-driven alerting.

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Lo Qbr Orchestrator · stephenrogan bundle
Manages the end-to-end QBR process including scheduling, attendee coordination, content preparation, and follow-up tracking. Use when asked to schedule a QBR, prepare a business review, build QBR content, automate QBR preparation, coordinate a quarterly review, generate a QBR deck, or when any account needs a structured business review. Also triggers for questions about business review cadence, executive review preparation, or customer success review meetings.

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Pa Enablement Orchestrator · stephenrogan bundle
Coordinates customer enablement activities including training session scheduling, learning path management, certification tracking, and enablement content recommendation based on adoption gaps. Bridges the gap between product access and product competence. Use when asked to schedule training, manage customer education, track certification progress, recommend learning resources, build an enablement plan, coordinate onboarding training, or when any adoption gap could be addressed through customer education. Also triggers for questions about customer training, learning management, enablement programmes, knowledge transfer, or adoption through education.

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Lo Milestone Tracker · stephenrogan bundle
Tracks customer progress against defined adoption and lifecycle milestones, flags blockers, and reports on time-to-milestone metrics. Use when asked to track customer milestones, monitor adoption progress, measure time-to-value, build success plans with measurable checkpoints, identify stalled accounts, report on adoption velocity, or when any workflow needs to know whether a customer is on track against their plan. Also triggers for questions about success planning, goal tracking, outcome measurement, or adoption milestones.

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Cm Commercial Case Builder · stephenrogan bundle
Assembles data-driven commercial cases for expansion conversations by compiling usage evidence, value metrics, benchmark comparisons, and pricing context into structured proposals. Use when asked to build an expansion proposal, create an upsell case, prepare a commercial conversation, assemble evidence for a pricing discussion, draft an expansion business case, or when any expansion signal needs to be translated into a customer-ready commercial narrative. Also triggers for questions about expansion proposals, upsell preparation, commercial evidence, or growth case building.

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Lo Check In Scheduler · stephenrogan bundle
Schedules and triggers recurring customer touchpoint cadences based on lifecycle stage, segment, health status, and engagement history. Use when asked to set up check-in cadences, manage touchpoint schedules, automate customer outreach timing, build engagement rhythms, adjust call frequency based on account health, or when any account needs a structured recurring touchpoint schedule. Also triggers for questions about touchpoint cadence, engagement frequency, call scheduling automation, or proactive outreach timing.

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Cc Internal Brief Writer · stephenrogan bundle
Creates internal account briefs, escalation write-ups, and executive summaries for internal audiences. Compiles cross-system data into standardised formats for leadership reviews, cross-functional meetings, and escalation documentation. Adapts content and detail level to the specific audience. Use when asked to write an escalation brief, prepare an internal account summary, create a leadership report on an account, or document an escalation. Also triggers for questions about internal documentation, escalation reports, account status summaries for managers, or cross-functional context documents.

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Cm Competitive Response Prep · stephenrogan bundle
Prepares structured competitive response materials when a competitive threat is detected on an account. Assembles value evidence, competitive differentiation, switching cost analysis, and a response framework for the CSM. Use when asked to prepare a competitive response, build a retention case against a competitor, create a win-back plan, or when bi-competitive-intel has flagged a competitive signal that the CSM is preparing to address. Also triggers for questions about competitive positioning, win-back preparation, retention defence strategy, or handling a customer evaluation.

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Ra Engagement Tracker · stephenrogan bundle
Tracks touchpoint frequency and recency across all channels for every stakeholder at every account. Computes engagement health per contact, detects declining patterns, and identifies accounts where the relationship is cooling before the health score reflects it. Use when asked to track customer engagement, monitor touchpoint cadence, identify engagement gaps, assess relationship activity, or when any workflow needs to know how recently and how frequently the CSM is engaging with their accounts. Also triggers for questions about touchpoint cadence, engagement health, contact activity, relationship frequency, or communication gaps.

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Week Planner · stephenrogan
Structures the CSM's week based on their portfolio status, upcoming events, overdue items, and strategic priorities. Produces a time-blocked plan that balances reactive demands with proactive account management. Use when asked to plan a week, structure daily priorities, build a weekly schedule, allocate time across accounts, manage a busy week, or when a CSM feels overwhelmed and needs to determine where to focus. Also triggers for questions about time management, weekly planning, account prioritisation for the week, daily priority setting, or how to balance competing demands across a portfolio.

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Pre Call Prep · stephenrogan
Builds a structured pre-call brief from manually provided account context. Produces talking points, questions to ask, risks to address, and a clear call objective. Use when asked to prepare for a customer call, build talking points, create a pre-meeting brief, structure a call agenda, or when a CSM has a call in 30 minutes and needs to walk in prepared. Also triggers for questions about call preparation, meeting readiness, talking point development, or structuring a productive customer conversation.

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Churn Post Mortem · stephenrogan
Structures a post-churn analysis to identify root causes, missed signals, intervention gaps, and systemic lessons. Produces a documented analysis that prevents the same failure pattern from repeating across the portfolio. Use when asked to analyse a churn, conduct a loss review, identify why an account left, build a post-mortem, or when a customer has churned and the CSM needs to understand what happened and what the team should learn from it. Also triggers for questions about churn analysis, loss review, retention failure investigation, or learning from customer departures.

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Interview Prep Cs · stephenrogan
Structures preparation for CS job interviews at any level -- CSM, Senior CSM, Manager, Director, VP. Identifies likely questions by level, helps build structured answers using the STAR framework with CS-specific examples, and prepares the candidate for case study discussions and strategic questions. Use when asked to prepare for a CS interview, practise interview answers, build a story bank for interviews, prepare for a CS leadership interview, or when someone is interviewing for a role in customer success. Also triggers for questions about CS interview preparation, common CS interview questions, how to structure interview answers, career progression interviews, or preparing for executive-level CS interviews.

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Objection Handler · stephenrogan
Provides structured response frameworks for common CS objections including pricing challenges, feature gaps, competitive comparisons, adoption resistance, and value questioning. Produces multiple response options calibrated to the relationship context. Use when asked to handle an objection, respond to a customer pushback, prepare for a difficult commercial conversation, address a customer concern about pricing or features, or when a CSM faces pushback and needs a structured approach to responding. Also triggers for questions about objection handling, customer pushback, difficult questions from customers, or preparing responses to common CS challenges.

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Career Dev Planner · stephenrogan
Structures a CS career progression plan from current role to target role by mapping required skills, identifying gaps, defining development milestones, and building a timeline with specific actions. Covers the full CS career ladder from CSM through VP. Use when asked to plan a career path, build a development roadmap, map skills for promotion, structure a career progression plan, or when a CSM wants to be intentional about moving to the next level. Also triggers for questions about CS career progression, promotion readiness, skills for the next level, career planning in customer success, or what it takes to move from CSM to manager to director to VP.

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Qbr Action Tracker · stephenrogan
Tracks and manages action items from QBRs and business reviews without requiring CRM integration. Maintains a structured register of commitments from both sides with owners, deadlines, and status, and generates follow-up reminders. Use when asked to track QBR actions, manage commitments from a business review, follow up on QBR deliverables, build an action item register, or when commitments made in QBRs are not being tracked systematically. Also triggers for questions about QBR follow-through, commitment tracking, action item management, meeting deliverables, or ensuring promises made in business reviews actually get delivered.

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Save Play Designer · stephenrogan
Creates a structured intervention plan for an at-risk account by identifying the root cause of the risk, designing a targeted response, assigning actions with timelines, and defining what success looks like. Use when asked to build a save play, design a retention intervention, create a rescue plan for an at-risk account, plan a churn prevention strategy, or when an account has been classified as at-risk and needs a dedicated intervention plan. Also triggers for questions about save plays, retention interventions, at-risk account management, churn prevention planning, or how to save a customer who is thinking about leaving.

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Book Prioritisation · stephenrogan
Prioritises a CSM's full book of accounts into action tiers using a weighted scoring model that considers ARR, health, renewal proximity, engagement status, and strategic importance. Produces a ranked list with recommended time allocation. Use when asked to prioritise accounts, rank a portfolio, determine where to focus, triage a book, decide which accounts need attention first, or when a CSM feels overwhelmed and does not know where to start. Also triggers for questions about account prioritisation, portfolio triage, book ranking, time allocation across accounts, or how to decide which accounts matter most this week.

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Capacity Calculator · stephenrogan
Assesses whether a CSM's book of accounts is manageable given the mix of account tiers, health states, upcoming events, and strategic demands. Produces a capacity assessment with overload indicators, rebalancing suggestions, and evidence for headcount conversations. Use when asked to assess workload, evaluate book capacity, determine if a CSM is overloaded, justify additional headcount, plan account distribution, or when a CSM or manager needs to understand whether the portfolio is sustainable. Also triggers for questions about CSM capacity, workload management, account-to-CSM ratios, book balance, portfolio sizing, or when to hire.

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Handoff Intro Email · stephenrogan
Writes the transition email when a customer moves to a new CSM -- the outgoing CSM's introduction of the incoming CSM. Balances reassurance with enthusiasm, provides enough context for the customer without overwhelming them, and positions the incoming CSM for a strong start. Use when asked to write a handoff email, draft a CSM transition introduction, compose a customer reassignment communication, or when any account is changing CSM ownership and the customer needs to be informed. Also triggers for questions about CSM transitions, account handoff communications, customer reassignment emails, or how to introduce a new CSM to a customer.

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Peer Coaching Guide · stephenrogan
Structures a coaching conversation between CSMs for peer review of an account situation, strategy brainstorm, or skill development. Provides a framework that makes peer coaching sessions productive and focused rather than unstructured venting. Use when asked to structure a peer coaching session, facilitate an account review between colleagues, build a coaching framework, organise a peer brainstorm, or when two CSMs want to help each other think through a problem. Also triggers for questions about peer coaching, account review sessions, CSM mentoring structures, brainstorm facilitation, or how to make peer conversations more productive.

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Renewal Risk Scorer · stephenrogan
Assesses renewal risk for a specific account by scoring across multiple dimensions including health, engagement, value evidence, stakeholder coverage, competitive signals, and commercial factors. Produces a risk classification with the primary risk driver and recommended intervention. Use when asked to assess renewal risk, evaluate whether a renewal is safe, score an account's likelihood of renewing, prepare for a renewal pipeline review, or when a CSM needs an objective assessment of whether a renewal is at risk. Also triggers for questions about renewal likelihood, churn risk assessment, retention risk scoring, or predicting whether a customer will renew.

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Cs Metrics Explainer · stephenrogan
Takes a CS metric and produces a comprehensive explanation including definition, calculation method, industry benchmarks, what drives it, how to influence it, and common misinterpretations. Use when asked to explain a CS metric, understand NRR or GRR, learn about health scoring, define a retention metric, understand what a metric means and how to move it, or when a CSM needs to build commercial and analytical fluency on CS metrics. Also triggers for questions about CS KPIs, metric definitions, benchmark ranges, how metrics are calculated, what good looks like for a specific metric, or how to explain a CS metric to leadership.

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Success Plan Creator · stephenrogan
Builds a mutual success plan with the customer that defines what success looks like, how it will be measured, who is responsible, and what the timeline is. Produces a shared document that both sides reference throughout the engagement. Use when asked to create a success plan, build a customer outcome framework, define success criteria with a customer, structure mutual goals, or when a CSM needs to align with a customer on what they are trying to achieve together. Also triggers for questions about success planning, outcome definition, customer goal alignment, mutual accountability frameworks, or how to ensure both sides know what success looks like.

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Account Swot Analyser · stephenrogan
Produces a structured SWOT analysis for a customer account, identifying strengths to leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. Connects each element to specific actions. Use when asked to analyse an account strategically, build a SWOT for a customer, assess an account's position, prepare for a strategic planning session, or when a CSM needs to move beyond operational management to strategic thinking about a key account. Also triggers for questions about strategic account analysis, account positioning, opportunity and risk mapping, or comprehensive account assessment.

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Action Item Extractor · stephenrogan
Extracts commitments, action items, and follow-ups from any unstructured text including call notes, email threads, meeting transcripts, Slack conversations, or internal discussions. Outputs a structured list with owners, deadlines, and priority. Use when asked to pull action items from notes, find commitments in a conversation, extract follow-ups from an email chain, or when a CSM says "what did I commit to in that call?" Also triggers when someone says "what did we agree to," "pull out the next steps," or needs to find buried commitments in a long conversation thread.

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Nps Response Analyser · stephenrogan
Analyses an NPS score and verbatim response to produce a structured interpretation with recommended follow-up by score band. Goes beyond the number to extract actionable insight from the verbatim and match it to the account context. Use when asked to interpret an NPS response, analyse survey results, determine follow-up for a promoter or detractor, make sense of an NPS verbatim, or when an NPS score arrives and the CSM needs to decide what to do about it. Also triggers for questions about NPS follow-up strategy, survey response interpretation, promoter activation, detractor recovery, or what an NPS score means for a specific account.

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Qbr Content Assembler · stephenrogan
Builds structured QBR deck content from manually provided account data including usage metrics, health indicators, support history, value evidence, and customer goals. Produces slide-by-slide content organised by segment template. Use when asked to build a QBR deck, prepare quarterly business review content, assemble QBR slides from data, create a customer review presentation, or when a CSM has data and needs it structured for a QBR. Also triggers for questions about QBR preparation, business review content, customer presentation assembly, or quarterly review slide creation.

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Call Summary Generator · stephenrogan
Generates a structured post-call summary from raw notes, key observations, or a brain dump of what happened. Organises the chaos into discussion points, decisions, action items, sentiment, and flags. Use when asked to summarise a call, structure meeting notes, organise what happened in a conversation, create a call summary from notes, or when a CSM has raw thoughts from a customer call and needs them structured. Also triggers for questions about call documentation, meeting summarisation, note organisation, or turning a call brain dump into a usable record.

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Check In Email Drafter · stephenrogan
Writes personalised customer check-in emails that do not sound like templates. Calibrates tone by segment, incorporates account-specific context, and always includes a specific question or observation rather than generic outreach. Use when asked to write a check-in email, draft a touchpoint email, compose a proactive outreach, or when a CSM needs to reach out to a customer with something better than "just checking in." Also triggers when someone says "I need to email this customer" or "what should I say to them" or needs a personalised outreach for an account on their cadence.

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Follow Up Email Writer · stephenrogan
Writes post-meeting follow-up emails that reinforce commitments, document decisions, and maintain momentum. Produces a customer-facing email that both parties can reference as the record of what was agreed. Use when asked to write a follow-up email, draft a post-meeting recap, summarise a call in an email, document next steps after a meeting, or when a CSM needs to send a professional recap after any customer interaction. Also triggers for questions about post-meeting communication, follow-up email drafting, commitment documentation, or meeting recap emails.

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Goal Setting Framework · stephenrogan
Structures personal and professional development goals for a CSM using a progression from current capabilities to target role or skill level. Produces measurable milestones with a timeline. Use when asked to set goals, build a development plan, define career objectives, structure professional growth targets, or when a CSM wants to be intentional about their development rather than waiting for opportunities to appear. Also triggers for questions about goal setting, professional development planning, career growth structuring, skill development targets, or how to build a development plan that actually gets followed.

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Meeting Agenda Builder · stephenrogan
Creates structured meeting agendas with time allocation, talking points, desired outcomes, and participant roles for any CS meeting type. Adapts format by meeting type and audience. Use when asked to build a meeting agenda, structure a customer call, plan a QBR agenda, prepare a kickoff meeting structure, or when a CSM needs to ensure a meeting has a clear purpose and structure before it happens. Also triggers for questions about meeting structure, agenda creation, time allocation for calls, QBR agendas, or how to run an effective customer meeting.

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Meeting Outcome Logger · stephenrogan
Structures what happened in a customer meeting into a CRM-ready activity record with outcome classification, sentiment assessment, next steps, and follow-up triggers. Bridges the gap between "the meeting happened" and "the system knows what happened." Use when asked to log a meeting outcome, create a CRM activity record, document what happened in a call, classify a meeting result, or when any customer interaction needs to be recorded in a structured format for downstream use. Also triggers for questions about meeting documentation, activity logging, CRM record creation, or structured meeting capture.

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Celebration Note Writer · stephenrogan
Writes genuine notes celebrating customer milestones, achievements, team successes, or personal events. Avoids corporate platitudes in favour of specific, personal recognition that strengthens the relationship. Use when asked to write a congratulations note, celebrate a customer milestone, acknowledge a personal or professional achievement, mark an anniversary, or when any positive event at a customer account deserves recognition. Also triggers for questions about customer recognition, milestone celebration, relationship-building touches, congratulatory communications, or how to acknowledge customer achievements genuinely.

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Escalation Brief Writer · stephenrogan
Writes structured escalation documents that get the right people to act on a customer issue. Includes the headline, timeline, customer impact, resolution attempts, specific ask, and commercial context. Use when asked to write an escalation brief, document an escalation, prepare an internal escalation report, structure a request for engineering or product help, or when a customer issue needs to be routed to a team that has no context on the account. Also triggers for questions about escalation documentation, internal issue briefs, cross-functional requests, or how to write an escalation that actually gets acted on.

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Internal Debrief Writer · stephenrogan
Generates an internal-only post-meeting summary that includes context a CSM would never share with the customer -- political observations, relationship assessments, competitive intelligence, strategic notes, and honest sentiment reads. Distinct from follow-up emails (customer-facing) and meeting outcome logs (CRM-facing). Use when asked to write an internal debrief, document internal observations from a meeting, create a confidential post-meeting analysis, capture relationship intelligence, or when a CSM needs to record what they actually think happened versus what they would share externally. Also triggers for questions about internal meeting analysis, confidential account observations, political dynamics documentation, or candid post-meeting notes for the team.

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Manager One On One Prep · stephenrogan
Prepares structured updates and discussion points for a CSM's manager 1:1. Organises portfolio status, wins, blockers, asks, and development topics into a format that makes the 1:1 productive rather than a status update. Use when asked to prepare for a 1:1, build an agenda for a manager meeting, structure a weekly update for your manager, prepare discussion points for a check-in, or when a CSM wants their 1:1 to be more than "how are your accounts doing." Also triggers for questions about 1:1 preparation, manager meeting agendas, upward communication, how to structure a manager check-in, or making the most of manager time.

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Onboarding Plan Builder · stephenrogan
Creates a structured customer onboarding plan with phased milestones, success criteria, timeline, and responsibility assignments. Adapts by segment and complexity. Use when asked to build an onboarding plan, structure a customer kickoff, create an implementation timeline, design a go-live plan, or when a new customer needs a clear roadmap from contract signing to value realisation. Also triggers for questions about customer onboarding structure, implementation planning, kickoff preparation, time-to-value planning, or how to set up a new customer for success from day one.

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Process Audit Worksheet · stephenrogan
Walks through auditing any CS process for agent-readiness by classifying each step as requiring human judgment (HUMAN) or suitable for agent execution (AGENT). Quantifies the production vs. judgment split and identifies the highest-value automation opportunities. Use when asked to audit a process, assess agent-readiness, classify workflow steps, evaluate what can be automated, or when a CS leader wants to understand how much of a process could be handled by agents. Also triggers for questions about process automation assessment, agent-human classification, workflow audit, operational efficiency analysis, or the agent-ready process model.

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127 published skills · page 1 of 2