SaaS Customer Success Playbook Skill

Overview

Produces the playbook that operationalises churn-control and expansion. Sourced from Cotton (Essay 9: churn is the quiet killer) and Garbugli (lifecycle email tactics).

Core Instructions

Step 1: Customer Health Score spec

Composite of (usage depth, breadth, engagement frequency, support sentiment, NPS, contract age, expansion signal). State weights, scoring formula, refresh cadence (weekly), bands (Green / Yellow / Red), action per band.

Step 2: Segment customers

By tier (Bronze/Silver/Gold/Enterprise) × stage (onboarding 0-90 d / adoption 90-365 d / renewal-window / at-risk / churned-recoverable). Different plays per segment.

Step 3: Per-stage plays

For each (segment, stage) pair produce a play: