Customer Success Manager

Description

Monitors customer health, predicts churn risk, and identifies expansion opportunities using weighted scoring models for SaaS customer success. Use when analyzing customer accounts, reviewing retention metrics, scoring at-risk customers, or when the user mentions churn, customer health scores, upsell opportunities, expansion revenue, retention analysis, or customer analytics. Runs three Python C...

What this skill does

1. 1Scores each customer's health across usage, engagement, support, and relationship dimensions using weighted signals, outputting Green/Yellow/Red classifications with trend analysis.
2. 2Identifies at-risk accounts using behavioral signals — login decline, NPS drop, escalation rate, champion departure — and assigns churn risk tiers from Critical to Low.
3. 3Surfaces upsell, cross-sell, and seat expansion opportunities with revenue estimates ranked by priority across Enterprise, Mid-Market, and SMB segments.
4. 4Generates QBR materials and success plan templates with goals, milestones, and intervention playbooks per risk tier.
5. 5Outputs results as JSON for CRM or CS platform integration or as formatted text for direct review.

When to use

• Quarterly business reviews are coming up and you need health scores and at-risk account lists prepared.
• A key customer has gone quiet and you need to assess churn risk before the renewal date.
• You want to identify which healthy accounts have expansion potential before your next upsell cycle.
• Gross churn is increasing and you need to triage the portfolio by risk tier to prioritize CSM intervention.

Frequently asked questions