/cs:cco-review — CCO Forcing Questions

Command: /cs:cco-review <plan>

The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire.

When to Run

• Before any board narrative that includes a retention number
• Before approving a CS team headcount expansion
• Before re-segmenting the customer base or changing tier definitions
• Before launching a customer marketing or advocacy program
• Before a major CS hire (CSM, AM, Implementation, Customer Marketing)
• When NRR is "great" but churn complaints from CSMs are increasing
• Before deciding whether to add an AM role separate from CSM

The Six CCO Questions