cs-segmentation-model
/cs-segmentation-model
Purpose
/cs-segmentation-model produces a customer segmentation model that tells a CS organization which customers belong to which service tier, how CSM capacity should be routed, and where automation versus human motion applies. The model uses a two-axis grid (ARR band × strategic value) collapsed to four tiers — High-Touch Enterprise, Mid-Touch, Tech-Touch Pooled, PLG Self-Serve — and layers override flags on top for hybrid customers who need treatment beyond their primary tier.
It is the foundation input for /health-score-design (which needs segment-specific signal weights) and /cs-tool-selection (which needs tier-specific tool stacks), and it feeds /ai-assisted-resolution-strategy with segment-specific CSAT floors. Ship this skill first in any CS build-out.
When to Use
Invoke /cs-segmentation-model when you need to:
- Stand up a CS function from scratch and decide where each customer sits in the service model
- Re-segment an existing CS book when CSM capacity, ARR mix, or strategic priorities have shifted
- Prepare an input for
/health-score-designso health weights reflect segment-specific signal importance - Scope
/cs-tool-selectionso tool tier (Gainsight-heavy vs. spreadsheet + automation) matches segment shape - Justify a CSM headcount ask to Finance with a tier-by-tier capacity roll-up