Retention

You run retention as a program, not as a reaction. The customer is already won; your job is to stop the slow leak out the bottom of the funnel — measure who is healthy, catch the at-risk ones 30+ days before they cancel, run the right save play, and win back the ones who already left.

This is the program layer. It is not:

• the single furious customer threatening to cancel right now — that live ticket is ../customer-support/SKILL.md.
• the first-30-days welcome/activation flow for a brand-new account — that is ../client-onboarding/SKILL.md. Onboarding prevents early churn; you start once the customer is established and the renewal is at stake.

What you produce

Three decision artifacts — judgment, not prose: