SkillCheck validator, Cursor exports, and per-agent installers (#27)

Three more learnings from alirezarezvani/claude-skills, applied:

1. SkillCheck validator (scripts/skillcheck.mjs) — validates every SKILL.md
   against the authoring standard (frontmatter, name/folder match, trigger +
   produces clauses, required headings) plus tier referential integrity.
   Errors fail CI; --strict fails on warnings too. New skillcheck.yml workflow
   and a SkillCheck status badge in the README. Current: 0 errors / 14 advisory
   warnings across 172 skills.

2. Cursor export platform — build-exports.mjs now generates
   exports/cursor/<bundle>/<skill>/<skill>.mdc rule files. The PLATFORMS
   registry now supports per-skill filenames (file as a function).

3. Per-agent installers — scripts/install.sh unifies install for
   claude/hermes/codex/openclaw/cursor (--link, --target, --dry-run, --list).
   Curl-able one-liners codex-install.sh, openclaw-install.sh, and
   cursor-install.sh clone the library and install in a single command.

README documents the one-line installs and Cursor exports; CHANGELOG and the
authoring standard updated.


Claude-Session: https://claude.ai/code/session_016JWn5jRD5tcEFKrubjQ6Px

Co-authored-by: Claude <noreply@anthropic.com>

exports/cursor/pm-cs/churn-analysis/churn-analysis.mdc

@@ -0,0 +1,188 @@
+---
+description: "Produce a structured churn analysis that separates avoidable from unavoidable churn. Use when investigating why customers are leaving, identifying at-risk segments, calculating net revenue retention, or building a retention intervention plan. Produces a churn report with rate calculations, categorised reasons by avoidability, segment breakdown, timing analysis, early warning signals, and prioritised interventions ranked by estimated impact."
+globs:
+alwaysApply: false
+---
+
+# Churn Analysis Skill
+
+Produce a structured churn analysis that goes beyond the headline rate — identifying why customers leave, which segments are most at risk, and what interventions will have the highest impact on retention.
+
+## Required Inputs
+
+Ask for these if not already provided:
+- **Time period** being analysed (e.g. Q1, last 12 months)
+- **Total customers at start of period** and **customers churned**
+- **ARR or revenue lost** to churn
+- **Churn reasons data** — exit survey results, CSM notes, support data, or sales loss reasons
+- **Customer segments** — by tier, industry, cohort, or product line
+- **Current retention rate** if known
+- **Any recent changes** — pricing, product, support model — that may have affected churn
+
+## Churn Categories
+
+Always classify churn before analysing it:
+
+| Category | Definition |
+|---|---|
+| **Voluntary — avoidable** | Customer left due to a problem we could have addressed (product gaps, poor onboarding, relationship failures) |
+| **Voluntary — unavoidable** | Customer left for reasons outside our control (budget cuts, acquisition, company shutdown) |
+| **Involuntary** | Payment failure, contract non-renewal by mistake, admin error |
+
+The interventions for each category are different. Conflating them leads to wrong conclusions.
+
+## Output Format
+
+---
+
+# Churn Analysis: [Product / Segment / Company]
+**Period:** [Start date] — [End date]
+**Prepared by:** [Name] | **Date:** [Date]
+
+---
+
+## Headline Numbers
+
+| Metric | Value |
+|---|---|
+| Customers at start of period | [N] |
+| Customers churned | [N] |
+| **Customer churn rate** | **[X]%** |
+| ARR at start of period | £/$/€[X] |
+| ARR lost to churn | £/$/€[X] |
+| **Revenue churn rate (gross)** | **[X]%** |
+| ARR from expansions (same period) | £/$/€[X] |
+| **Net revenue retention (NRR)** | **[X]%** |
+
+**Benchmark context:**
+- Customer churn rate: [X]% vs. industry benchmark [Y]% — [above / below / in line]
+- NRR: [X]% — [What this means: above 100% = expansion offsets churn; below 100% = shrinking base]
+
+---
+
+## Churn Breakdown by Category
+
+| Category | Customers | % of churn | ARR lost |
+|---|---|---|---|
+| Voluntary — avoidable | [N] | [X]% | £/$/€[X] |
+| Voluntary — unavoidable | [N] | [X]% | £/$/€[X] |
+| Involuntary | [N] | [X]% | £/$/€[X] |
+| **Total** | **[N]** | **100%** | **£/$/€[X]** |
+
+**Avoidable churn as % of total churn:** [X]% — this is the number we can actually influence.
+
+---
+
+## Churn Reasons — Avoidable Churn Only
+
+Rank by frequency. Include ARR weight where data allows.
+
+| Reason | Count | % of avoidable churn | ARR lost | Representative quote |
+|---|---|---|---|---|
+| [Reason 1 — e.g. "Product missing key feature"] | [N] | [X]% | £/$/€[X] | "[Quote]" |
+| [Reason 2] | [N] | [X]% | £/$/€[X] | "[Quote]" |
+| [Reason 3] | [N] | [X]% | £/$/€[X] | "[Quote]" |
+| [Reason 4] | [N] | [X]% | £/$/€[X] | "[Quote]" |
+| Other | [N] | [X]% | £/$/€[X] | — |
+
+**Theme synthesis:** [2–3 sentences grouping the top reasons into 2–3 themes. E.g. "The top three reasons cluster around two themes: product gaps in [area] (affecting X% of avoidable churn) and onboarding failures where customers never achieved value (Y%)."]
+
+---
+
+## Churn by Segment
+
+Identify which segments over- or under-index for churn.
+
+### By Tier
+
+| Tier | Churn rate | vs. Overall | Notes |
+|---|---|---|---|
+| Enterprise | [X]% | +/-[X]pp | |
+| Mid-Market | [X]% | +/-[X]pp | |
+| SMB | [X]% | +/-[X]pp | |
+
+### By Cohort (Acquisition Year)
+
+| Cohort | Churn rate | Notes |
+|---|---|---|
+| [Year 1] | [X]% | |
+| [Year 2] | [X]% | |
+| [Year 3] | [X]% | |
+
+### By Industry / Use Case (if data available)
+
+| Segment | Churn rate | Notes |
+|---|---|---|
+| [Segment 1] | [X]% | |
+| [Segment 2] | [X]% | |
+
+**Key pattern:** [Which segment has the highest churn rate and what likely explains it]
+
+---
+
+## Timing Analysis
+
+- **Average contract length before churn:** [X months]
+- **Highest-risk moment:** [e.g. "Month 3 — when trial value has worn off but full adoption hasn't happened"]
+- **Churn timing distribution:**
+
+| When churn occurred | % of churned accounts |
+|---|---|
+| 0–3 months | [X]% |
+| 3–6 months | [X]% |
+| 6–12 months | [X]% |
+| 12+ months | [X]% |
+
+---
+
+## Early Warning Signals
+
+Based on the churned accounts, identify the signals that preceded churn (and could have triggered earlier intervention):
+
+| Signal | Lead time before churn | How to detect |
+|---|---|---|
+| [Signal 1 — e.g. "DAU/MAU dropped below 15%"] | [~X weeks] | [Usage dashboard / alert] |
+| [Signal 2 — e.g. "No QBR in 90+ days"] | [~X weeks] | [CRM flag] |
+| [Signal 3 — e.g. "Champion left the account"] | [~X weeks] | [LinkedIn alert / CSM tracking] |
+| [Signal 4] | [~X weeks] | [Detection method] |
+
+---
+
+## Intervention Recommendations
+
+Ranked by estimated impact × feasibility.
+
+| Intervention | Addresses | Est. churn reduction | Effort | Owner |
+|---|---|---|---|---|
+| [Intervention 1 — e.g. "Improve onboarding for [segment] with dedicated 30-day check-in"] | [Reason 1] | [X accounts / £X ARR] | Low / Med / High | [Team] |
+| [Intervention 2] | [Reason 2] | [X accounts / £X ARR] | Low / Med / High | [Team] |
+| [Intervention 3] | [Reason 3] | [X accounts / £X ARR] | Low / Med / High | [Team] |
+
+**Priority call:** [Which one intervention, if implemented this quarter, would have the biggest impact and why]
+
+---
+
+## What We Don't Know (Data Gaps)
+
+- [Data gap 1 — e.g. "Exit survey response rate is only 30% — the reasons data may not be representative"]
+- [Data gap 2 — e.g. "No product usage data for SMB tier — can't confirm usage signal correlation"]
+- [Data gap 3]
+
+---
+
+## Anti-Patterns
+
+- [ ] Do not mix avoidable and unavoidable churn in intervention plans — recommending product fixes for customers who churned due to company shutdown wastes resources
+- [ ] Do not calculate churn rate using end-of-period customer count as the denominator — this understates churn; always divide churned customers by the starting cohort
+- [ ] Do not rely solely on exit survey data for churn reasons — response rates are typically low and self-selection biases the sample toward customers who are engaged enough to complete a survey
+- [ ] Do not recommend interventions without linking them to a specific churn reason — interventions disconnected from root causes will not move retention
+- [ ] Do not report only gross revenue churn — without net revenue retention (NRR), a healthy-looking retention number can hide a shrinking revenue base
+
+## Quality Checks
+
+- [ ] Churn rate is correctly calculated (churned ÷ starting cohort, not end-of-period total)
+- [ ] Avoidable and unavoidable churn are separated — interventions target avoidable churn only
+- [ ] Churn reasons are customer-reported, not internally assumed
+- [ ] Segment analysis identifies which segments over-index — not just averages
+- [ ] Early warning signals are specific and detectable, not generic ("low engagement")
+- [ ] Interventions link directly to the top churn reasons — no recommendations without a root cause match

exports/cursor/pm-cs/cs-escalation-brief/cs-escalation-brief.mdc

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+---
+description: "Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan."
+globs:
+alwaysApply: false
+---
+
+# Customer Escalation Brief Skill
+
+Produce a clear, concise escalation brief that gives internal stakeholders — VP CS, CCO, product leadership, or the CEO — everything they need to understand the situation, make decisions, and act fast.
+
+A good escalation brief is not a complaint. It is a professional document that states the facts, assigns accountability honestly, and proposes a specific resolution plan.
+
+## Required Inputs
+
+Ask for these if not already provided:
+- **Account name**, tier, and ARR
+- **CSM name** and account owner
+- **Nature of the escalation** — what happened, what the customer is saying
+- **Timeline** of events leading to escalation
+- **Customer contact** who escalated (name, role, influence level)
+- **What the customer wants** — their stated ask
+- **What we believe the root cause is**
+- **What has already been done** to address the situation
+- **Renewal date** and current renewal risk assessment
+
+## Escalation Levels
+
+Calibrate urgency and audience based on escalation level:
+
+| Level | Trigger | Audience | Response time |
+|---|---|---|---|
+| L1 — Account Risk | Customer expressing dissatisfaction; renewal at risk | CSM + CS Manager | 24 hours |
+| L2 — Executive Escalation | Customer escalated to their exec; requesting vendor exec involvement | VP CS + Account Exec | 4 hours |
+| L3 — Churn Risk | Customer has issued notice or is in active churn conversation | CCO / CEO + Revenue leadership | 1 hour |
+| L4 — Public Risk | Customer threatening public escalation, legal, or press | CCO / Legal / Comms | Immediate |
+
+## Output Format
+
+---
+
+# Escalation Brief: [Account Name]
+
+**Escalation level:** L[1/2/3/4] — [Label]
+**Date raised:** [Date]
+**Raised by:** [CSM name]
+**Escalation owner:** [Name of exec or senior stakeholder now leading response]
+
+---
+
+## Account at a Glance
+
+| Field | Detail |
+|---|---|
+| ARR | £/$/€[X] |
+| Tier | Enterprise / Mid-Market / SMB |
+| Customer since | [Date] |
+| Renewal date | [Date] — [N] days away |
+| Renewal risk (pre-escalation) | Green / Amber / Red |
+| Renewal risk (current) | Green / Amber / Red |
+| Customer contact who escalated | [Name, role, seniority] |
+| Executive sponsor (customer) | [Name, role — active / passive / vacant] |
+| Executive sponsor (vendor) | [Name, role] |
+
+---
+
+## What Happened — Summary
+
+[3–5 sentences. State the facts plainly. What the customer experienced, how they reacted, and how we learned about the escalation. No editorialising. No blame.]
+
+---
+
+## Timeline
+
+List in chronological order. Each entry: `[Date / time] — [What happened. Who did what.]`
+
+Include:
+- When the original issue or trigger event occurred
+- When the customer first raised concerns (informally)
+- When it escalated (formal escalation or exec involvement)
+- Actions taken since escalation
+
+---
+
+## Root Cause
+
+**Primary cause:** [One clear sentence. What specifically went wrong.]
+
+**Contributing factors:**
+- [Factor 1 — be honest about internal failures as well as external ones]
+- [Factor 2]
+
+**Is this a systemic issue or isolated?**
+[ ] Isolated to this account
+[ ] Pattern seen in other accounts — details: [_______]
+[ ] Product or process gap that needs fixing
+
+---
+
+## Customer's Stated Position
+
+**What the customer says happened:** [Their version of events — fair and unfiltered]
+
+**What they are asking for:** [Their explicit ask — compensation, fix by date, exec call, SLA credit, exit clause]
+
+**Sentiment of escalating contact:** [Frustrated but constructive / Angry / Seeking exit / Unknown]
+
+**Risk of public escalation:** Low / Medium / High — [evidence if Medium or High]
+
+---
+
+## Business Impact
+
+| Impact type | Detail |
+|---|---|
+| ARR at risk | £/$/€[X] |
+| Potential churn probability | [X]% |
+| Reputational risk | Low / Medium / High |
+| Reference / case study status | [Was a reference — now at risk / Not a reference] |
+| Expansion pipeline at risk | £/$/€[X] |
+
+---
+
+## What Has Been Done So Far
+
+1. [Action taken — by whom — date — outcome]
+2. [Action taken — by whom — date — outcome]
+3. [Action taken — by whom — date — outcome]
+
+**Has a formal apology or acknowledgement been issued?** Yes / No
+
+---
+
+## Proposed Resolution Plan
+
+**Immediate actions (next 24–48 hours):**
+
+| Action | Owner | By when |
+|---|---|---|
+| [Action] | [Name] | [Date] |
+| [Action] | [Name] | [Date] |
+
+**Medium-term actions (next 2–4 weeks):**
+
+| Action | Owner | By when |
+|---|---|---|
+| [Action] | [Name] | [Date] |
+
+**What we are NOT offering:** [Be explicit about what is not on the table — avoids misaligned expectations]
+
+**Success criteria:** [How will we know the escalation is resolved? What does the customer need to confirm they are satisfied?]
+
+---
+
+## Decision Required from Escalation Owner
+
+[State clearly what decision or resource the escalation owner needs to provide. Be specific — do not make them ask. E.g.: "We need approval to offer a 20% service credit for Q2" or "We need an exec call with [name] within 48 hours."]
+
+---
+
+## Communication Plan
+
+| Audience | Message | Channel | Owner | By when |
+|---|---|---|---|---|
+| Escalating customer contact | [Summary of message] | Email / Call | [Name] | [Date] |
+| Customer exec sponsor | [Summary] | Call | [Name] | [Date] |
+| Internal CS team | [Summary] | Slack / Meeting | CS Manager | [Date] |
+
+---
+
+## Quality Checks
+
+- [ ] Root cause is specific — not "communication breakdown" or "product gap" without detail
+- [ ] Customer's position is stated fairly — not minimised or dismissed
+- [ ] A clear decision is requested from the escalation owner — brief does not end with "what do you think?"
+- [ ] ARR at risk is quantified
+- [ ] Communication plan has owners and dates — not "TBD"
+- [ ] Language is professional and blameless toward individuals
+
+## Anti-Patterns
+
+- [ ] Do not assign blame to individuals — focus on system failures and process gaps
+- [ ] Do not downplay ARR at risk or describe churn risk vaguely without a number
+- [ ] Do not leave resolution plan ownership as "TBD" or unassigned
+- [ ] Do not write the brief without a clear ask from the escalation owner
+- [ ] Do not omit the customer's own stated position — their perspective must be represented fairly

exports/cursor/pm-cs/cs-health-scorecard/cs-health-scorecard.mdc

@@ -0,0 +1,164 @@
+---
+description: "Build a customer health scorecard for a specific account. Use when asked to score account health, assess renewal risk, build a health dashboard, or evaluate an account's likelihood to renew or expand. Produces a structured health scorecard with a RAG status, dimension scores, key risks, and recommended actions."
+globs:
+alwaysApply: false
+---
+
+# Customer Health Scorecard Skill
+
+Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction.
+
+## Required Inputs
+
+Ask for these if not already provided:
+- **Account name** and tier (enterprise / mid-market / SMB)
+- **Contract value** (ARR) and **renewal date**
+- **Product usage data** — logins, DAU/MAU ratio, key feature adoption
+- **Support data** — open tickets, CSAT or NPS score, recent escalations
+- **Engagement data** — last QBR date, executive sponsor status, champion name
+- **Commercial data** — payment history, expansion conversations, seats used vs. licensed
+- **Any known risks or recent changes** at the account
+
+## Scoring Framework
+
+Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100.
+
+| Dimension | Weight | What to Score |
+|---|---|---|
+| **Product Adoption** | 30% | DAU/MAU ratio, breadth of features used, power users identified |
+| **Engagement** | 20% | QBR cadence, executive sponsor active, champion strength |
+| **Outcomes** | 20% | Customer hitting their stated goals / success metrics |
+| **Support Health** | 15% | Ticket volume trend, unresolved escalations, CSAT |
+| **Commercial** | 15% | On-time payments, seats utilised, expansion signals |
+
+**Score → RAG conversion:**
+- 80–100: Green (healthy, renew likely)
+- 60–79: Amber (at risk, needs attention)
+- 0–59: Red (high churn risk, escalate)
+
+## Programmatic Helper
+
+This skill ships with a stdlib-only Python script that applies the weights above and converts the weighted total to a RAG status — so the headline score is computed identically every time and weights always sum to 100%.
+
+```bash
+# Five scores 1-5 in order: adoption engagement outcomes support commercial
+python3 scripts/health_score.py --scores 4 3 4 2 5 --account "Acme Corp"
+
+# Or from JSON (lets you override the default weights per account/segment)
+python3 scripts/health_score.py --input account.json
+```
+
+It returns the per-dimension weighted points, the **total out of 100**, and the **RAG band** (Green ≥80, Amber 60–79, Red <60) with a one-line next step. Run it to set the headline number, then write the dimension detail and actions below around it. Add `--json` for downstream tooling.
+
+## Output Format
+
+---
+
+# Customer Health Scorecard: [Account Name]
+
+**CSM:** [Name] | **Tier:** [Enterprise / Mid-Market / SMB]
+**ARR:** £/$/€[X] | **Renewal date:** [Date] | **Days to renewal:** [N]
+**Overall health:** [Green / Amber / Red] — [Score]/100
+**Last updated:** [Date]
+
+---
+
+## Health Score Summary
+
+| Dimension | Score (1–5) | Weight | Weighted Score | Trend |
+|---|---|---|---|---|
+| Product Adoption | [1–5] | 30% | [X] | ↑ / → / ↓ |
+| Engagement | [1–5] | 20% | [X] | ↑ / → / ↓ |
+| Outcomes | [1–5] | 20% | [X] | ↑ / → / ↓ |
+| Support Health | [1–5] | 15% | [X] | ↑ / → / ↓ |
+| Commercial | [1–5] | 15% | [X] | ↑ / → / ↓ |
+| **Total** | — | 100% | **[X]/100** | |
+
+---
+
+## Dimension Detail
+
+### Product Adoption — [Score]/5
+- **DAU/MAU ratio:** [X]% (benchmark: >25% = healthy)
+- **Key features adopted:** [List features in use]
+- **Features not adopted:** [List unused high-value features]
+- **Power users identified:** [Yes / No — how many]
+- **Assessment:** [1–2 sentences on adoption health]
+
+### Engagement — [Score]/5
+- **Last QBR:** [Date] — [Outcome summary]
+- **Next QBR:** [Scheduled / Overdue]
+- **Executive sponsor:** [Active / Passive / Vacant]
+- **Champion:** [Name, role, strength: strong / moderate / weak]
+- **Assessment:** [1–2 sentences]
+
+### Outcomes — [Score]/5
+- **Customer's stated goals:** [List 2–3 goals from onboarding or last QBR]
+- **Progress against goals:** [On track / Partial / Off track]
+- **Evidence of value:** [Metric or quote that demonstrates ROI]
+- **Assessment:** [1–2 sentences]
+
+### Support Health — [Score]/5
+- **Open tickets:** [N] (priority breakdown: P1: X, P2: X, P3: X)
+- **CSAT / NPS:** [Score] (benchmark: >8 CSAT / >30 NPS = healthy)
+- **Unresolved escalations:** [Yes / No — details if yes]
+- **Ticket trend (last 90 days):** Increasing / Stable / Decreasing
+- **Assessment:** [1–2 sentences]
+
+### Commercial — [Score]/5
+- **Seats licensed:** [N] | **Seats active:** [N] ([X]% utilisation)
+- **Payment history:** [On time / Late — details]
+- **Expansion signals:** [Yes — describe / No]
+- **Downgrade or cancellation signals:** [Yes — describe / No]
+- **Assessment:** [1–2 sentences]
+
+---
+
+## Top Risks
+
+| Risk | Severity | Mitigation |
+|---|---|---|
+| [Risk description] | High / Medium / Low | [Specific action to mitigate] |
+
+---
+
+## Recommended Actions
+
+**Immediate (this week):**
+1. [Action — owner — deadline]
+
+**This month:**
+1. [Action — owner — deadline]
+
+**Before renewal:**
+1. [Action — owner — deadline]
+
+---
+
+## Renewal Forecast
+
+| Scenario | Probability | ARR at risk |
+|---|---|---|
+| Full renewal at current ARR | [X]% | £/$/€0 |
+| Renewal with contraction | [X]% | £/$/€[X] |
+| Churn | [X]% | £/$/€[full ARR] |
+
+**Recommended renewal play:** [Expand / Hold / Save / Manage out]
+
+---
+
+## Quality Checks
+
+- [ ] Score is based on data, not gut feel — each dimension has evidence
+- [ ] Risks are specific (not "low engagement" — something like "executive sponsor left in March, no replacement identified")
+- [ ] Actions have owners and deadlines
+- [ ] Renewal probability is calibrated against pipeline reality
+- [ ] Trend arrows reflect direction of change vs. last scorecard, not just current state
+
+## Anti-Patterns
+
+- [ ] Do not score health dimensions on gut feel — every score needs specific supporting evidence
+- [ ] Do not give a Green status to accounts with unresolved P1 issues or missed milestones
+- [ ] Do not list risks vaguely — "low engagement" without specifics is not actionable
+- [ ] Do not leave recommended actions without named owners and deadlines
+- [ ] Do not conflate product usage frequency with product value delivery

exports/cursor/pm-cs/customer-success-plan/customer-success-plan.mdc

@@ -0,0 +1,201 @@
+---
+description: "Build a joint customer success plan for a specific account. Use when asked to create a success plan, joint success plan, mutual action plan, or customer onboarding plan. Produces a structured success plan with business goals, milestones, success metrics, ownership, and a 90-180 day roadmap."
+globs:
+alwaysApply: false
+---
+
+# Customer Success Plan Skill
+
+This skill produces a joint customer success plan — a living document shared between the CSM and the customer that aligns on outcomes, milestones, and mutual commitments. Output is ready to co-author with the customer in a kickoff call or QBR.
+
+## Required Inputs
+
+Ask the user for these if not provided:
+- **Account name** and industry
+- **Product / plan purchased**
+- **Key stakeholders** — customer champion and economic buyer
+- **Customer's stated business goals** — why did they buy? What problem are they solving?
+- **Contract term and renewal date**
+- **Current onboarding stage** (new customer / expanding / post-QBR / pre-renewal)
+- **Seats / licenses / usage purchased**
+- **Any known risks** — adoption gaps, champion uncertainty, competing priorities
+
+## Output Structure
+
+---
+
+# Customer Success Plan: [Account Name]
+
+**Product:** [Product name / plan tier]
+**Contract term:** [Start date → Renewal date]
+**CSM:** [Name]
+**Customer champion:** [Name, Title]
+**Customer executive sponsor:** [Name, Title — if known]
+**Last updated:** [Date]
+**Status:** [Active / Under review / Completed]
+
+---
+
+## 1. Partnership Objectives
+
+> *What does success look like for [Account Name] at contract end?*
+
+[Write 2–3 sentences describing the customer's core objective in plain English — what they are trying to achieve in their business, not what features they are using.]
+
+**Primary business goal:** [e.g. Reduce time-to-hire by 30% across engineering teams]
+**Secondary goal:** [e.g. Consolidate three legacy tools into one platform, saving £X/year]
+**Success statement (customer's words):** "[Direct quote from champion about what success looks like — ask for this in kickoff]"
+
+---
+
+## 2. Success Metrics
+
+Define how both parties will measure success. Agreed in the kickoff call and tracked in QBRs.
+
+| Metric | Baseline (today) | Target | By when | Data source |
+|---|---|---|---|---|
+| [e.g. Seat utilisation] | [X%] | [≥ 80%] | [Month 3] | [Product analytics] |
+| [e.g. Time to hire] | [X days] | [< Y days] | [Month 6] | [Customer's ATS] |
+| [e.g. Reports produced/month] | [X] | [≥ Y] | [Month 3] | [Product analytics] |
+| [e.g. NPS] | [X] | [≥ 8] | [Month 6] | [Quarterly survey] |
+
+**Leading indicators** (early signs the plan is on track):
+- [e.g. 5+ users log in within the first 2 weeks]
+- [e.g. First workflow automated within 30 days]
+- [e.g. Champion presents the tool to their team by end of Month 1]
+
+---
+
+## 3. Milestone Roadmap
+
+Break the success journey into phases with clear milestones and owners:
+
+### Phase 1: Onboard (Month 1)
+
+| Milestone | Owner | Due date | Status |
+|---|---|---|---|
+| Admin setup complete (SSO, permissions, data integration) | [IT contact] | [Date] | [ ] |
+| All purchased seats activated and users invited | [Champion] | [Date] | [ ] |
+| Core workflow [X] configured and tested | [CSM + Champion] | [Date] | [ ] |
+| First training session delivered (all teams) | [CSM] | [Date] | [ ] |
+| Kickoff call completed and success plan co-signed | [CSM + Champion] | [Date] | [ ] |
+
+### Phase 2: Adopt (Months 2–3)
+
+| Milestone | Owner | Due date | Status |
+|---|---|---|---|
+| [Core feature] in active daily use by ≥ X users | [Champion] | [Date] | [ ] |
+| First business outcome achieved and documented | [Champion + CSM] | [Date] | [ ] |
+| 30-day check-in completed | [CSM] | [Date] | [ ] |
+| [Power user workflow] enabled for advanced users | [CSM] | [Date] | [ ] |
+
+### Phase 3: Value (Months 4–6)
+
+| Milestone | Owner | Due date | Status |
+|---|---|---|---|
+| QBR 1 delivered — ROI evidence presented | [CSM + AE] | [Date] | [ ] |
+| Success metric [X] hit target | [Champion] | [Date] | [ ] |
+| Expansion use case identified and introduced | [AE] | [Date] | [ ] |
+| Reference call or case study agreed | [Champion] | [Date] | [ ] |
+
+### Phase 4: Renew & Expand (Months 7–12)
+
+| Milestone | Owner | Due date | Status |
+|---|---|---|---|
+| QBR 2 delivered — renewal conversation started | [CSM + AE] | [Date] | [ ] |
+| Renewal proposal sent | [AE] | [Date] | [ ] |
+| Expansion or flat renewal signed | [AE] | [Date] | [ ] |
+
+---
+
+## 4. Mutual Commitments
+
+Success plans work when both parties commit. Document what each side will do:
+
+**[Vendor] commits to:**
+- Dedicated CSM available [X days/week / by email within 24 hours]
+- Monthly [call / check-in / async update] with champion
+- QBR every [90 days] with executive summary and ROI report
+- Priority support for [Account] — response SLA of [X hours] for P1 issues
+- Roadmap preview for relevant upcoming features
+- [Any other specific commitment made in sales cycle]
+
+**[Account Name] commits to:**
+- Champion available for [30-min monthly] check-in
+- Users complete onboarding training by [date]
+- Feedback on product experience shared monthly (async or sync)
+- Executive sponsor participates in QBR 1 and renewal discussion
+- Provide outcome data to CSM quarterly for ROI tracking
+
+---
+
+## 5. Stakeholder Engagement Plan
+
+| Stakeholder | Role | Engagement frequency | Format | Owner |
+|---|---|---|---|---|
+| [Champion] | Day-to-day owner | Weekly (async) + Monthly (call) | Slack / Email + Zoom | CSM |
+| [Economic buyer] | Budget holder | Quarterly | QBR (in-person or video) | CSM + AE |
+| [IT contact] | Integration owner | As needed | Email | CSM |
+| [End users] | Active users | Training only | Group session | CSM |
+
+---
+
+## 6. Risk & Mitigation
+
+| Risk | Likelihood | Impact | Mitigation plan |
+|---|---|---|---|
+| Low adoption in first 30 days | [M] | [H] | CSM hosts live onboarding; champion sends internal comms day 1 |
+| Champion changes role | [L] | [H] | Multi-thread: introduce CSM to 2 additional stakeholders by Month 2 |
+| Budget pressure at renewal | [M] | [H] | Build ROI case monthly; document value continuously |
+| Competing priorities delay rollout | [H] | [M] | Agree minimum viable adoption path with champion; don't require perfection to declare value |
+
+---
+
+## 7. Communication Plan
+
+| Communication | Audience | Frequency | Format | Owner |
+|---|---|---|---|---|
+| Health update | Champion | Monthly | Email summary (3 bullets: what's good, what needs attention, one ask) | CSM |
+| QBR | Champion + Exec | Quarterly | 45-min video call with slide deck | CSM + AE |
+| Product updates | Champion | As released | Release notes email | CSM |
+| Support status | Champion | When open tickets exist | Email / Slack | Support + CSM |
+
+---
+
+## 8. Escalation Path
+
+If the success plan falls off track:
+
+| Trigger | Action | Owner | Timeline |
+|---|---|---|---|
+| Health drops to Amber | Internal review + champion call within 5 days | CSM | Immediate |
+| Health drops to Red | CS leadership + AE looped in; escalation brief drafted | CS Manager | Within 24 hours |
+| Champion is unresponsive for >10 days | AE attempts exec sponsor contact | AE | After CSM attempt fails |
+| Adoption <40% at Month 3 | Emergency enablement session + revised milestone plan | CSM | Within 1 week of flag |
+
+---
+
+## Quality Checks
+
+- [ ] Success metrics are the customer's metrics — not just product usage metrics
+- [ ] Milestones have specific owners and due dates — not "TBD"
+- [ ] Mutual commitments section is genuinely mutual — not just what the vendor will do
+- [ ] Risk register includes champion departure and low adoption
+- [ ] Plan is written to be shared with the customer — no internal-only commentary in this document
+- [ ] Executive sponsor is identified and has an engagement role
+
+## Anti-Patterns
+
+- [ ] Do not define success metrics that the vendor controls — metrics must reflect the customer's business outcomes
+- [ ] Do not set milestone dates without customer confirmation — unilateral timelines undermine joint ownership
+- [ ] Do not create a plan the customer hasn't agreed to — it must be mutual, not a CSM's internal plan
+- [ ] Do not leave ownership fields blank or assigned to "CS team" — every action needs a named owner
+- [ ] Do not confuse product adoption milestones with customer business outcomes — both are needed but are not the same
+
+## Example Trigger Phrases
+
+- "Build a success plan for [Account Name] who just signed"
+- "Create a joint success plan for our new enterprise customer"
+- "Write a 6-month customer success roadmap for [Company]"
+- "I need a mutual action plan for our QBR with [Account]"
+- "Generate a customer success plan for an at-risk account"

exports/cursor/pm-cs/qbr-deck/qbr-deck.mdc

@@ -0,0 +1,227 @@
+---
+description: "Build a Quarterly Business Review (QBR) deck structure and narrative for a customer account. Use when asked to prepare a QBR, business review meeting, executive review, or quarterly check-in with a customer. Produces a slide-by-slide QBR structure with talking points, metrics review, value narrative, and mutual next steps."
+globs:
+alwaysApply: false
+---
+
+# QBR Deck Skill
+
+Produce a complete Quarterly Business Review deck — structured, data-backed, and customer-focused. A good QBR demonstrates value delivered, aligns on goals for the next quarter, and strengthens the executive relationship. It should never feel like a product demo or a vendor update.
+
+## Required Inputs
+
+Ask for these if not already provided:
+- **Account name**, CSM name, and customer stakeholders attending
+- **Contract details** — ARR, contract start date, renewal date
+- **Last quarter's goals** (from previous QBR or kickoff)
+- **Usage and adoption data** — key metrics for the quarter
+- **Support summary** — tickets raised, resolution time, any escalations
+- **Business outcomes the customer cares about** — what success looks like for them
+- **Product updates or new features** relevant to this customer
+- **Goals for next quarter**
+- **Any open commercial conversations** (expansion, renewal, at-risk signals)
+
+## QBR Principles
+
+- Lead with customer outcomes, not product features
+- Every metric should connect to a business result the customer cares about
+- The agenda is a conversation, not a presentation — build in time for customer input at every stage
+- Close with mutual commitments, not just vendor actions
+
+## Output Format
+
+---
+
+# QBR: [Account Name] × [Your Company]
+**[Quarter] [Year] Business Review**
+
+**Date:** [Date] | **Location / Call link:** [TBC]
+**Customer attendees:** [Names and roles]
+**[Your company] attendees:** [Names and roles]
+
+---
+
+## Slide 1: Agenda (5 min)
+
+| Time | Topic | Owner |
+|---|---|---|
+| 0:00 | Welcome and introductions | CSM |
+| 0:05 | [Last quarter] — how did we do? | CSM + Customer |
+| 0:20 | Value delivered — business impact | CSM |
+| 0:35 | What's coming — roadmap preview | CSM / Product |
+| 0:45 | [Next quarter] — goals and priorities | Customer |
+| 0:55 | Actions and mutual commitments | CSM |
+| 1:00 | Close | |
+
+*Talking point: "We've kept today to 60 minutes. We want as much of this to be a conversation as possible — please push back, redirect, and ask questions throughout."*
+
+---
+
+## Slide 2: Where We Are Together (2 min)
+
+**Partnership snapshot:**
+- **Customer since:** [Date]
+- **Contract value:** £/$/€[ARR]/year
+- **Renewal date:** [Date]
+- **Active users:** [N] of [N] licensed seats ([X]% adoption)
+- **Products / modules active:** [List]
+
+*Talking point: "Before we dive in — a quick picture of where we are. [X] months in, [Y] active users, and this is our [Nth] QBR together."*
+
+---
+
+## Slide 3: Last Quarter — Goals We Set Together (5 min)
+
+| Goal | Set in [Last QBR / Kickoff] | Status |
+|---|---|---|
+| [Goal 1] | [What we committed to] | ✅ Achieved / ⚠️ Partial / ❌ Missed |
+| [Goal 2] | [What we committed to] | ✅ Achieved / ⚠️ Partial / ❌ Missed |
+| [Goal 3] | [What we committed to] | ✅ Achieved / ⚠️ Partial / ❌ Missed |
+
+For any partial or missed goal: state what happened and what changes next quarter.
+
+*Talking point: "Let's start with accountability. Here's what we said we'd achieve last quarter — let's be honest about where we landed."*
+
+---
+
+## Slide 4: Usage and Adoption (5 min)
+
+**Quarter-over-quarter trend:**
+
+| Metric | [Q-1] | [Q] | Change |
+|---|---|---|---|
+| Monthly active users | [N] | [N] | +/-X% |
+| Sessions per user per week | [N] | [N] | +/-X% |
+| [Key feature 1] adoption | [X]% | [X]% | +/-X% |
+| [Key feature 2] adoption | [X]% | [X]% | +/-X% |
+
+**Highlights:**
+- [Positive adoption trend to call out]
+- [Feature or workflow with strongest engagement]
+
+**Opportunity:**
+- [Feature with low adoption that could drive more value — link to their goals]
+
+*Talking point: "Usage is [up / stable / something we want to talk about]. The area I'd like to focus on is [feature] — we're not seeing the adoption we'd expect given [their goal], and I want to understand why."*
+
+---
+
+## Slide 5: Business Impact — Value Delivered (10 min)
+
+Lead with outcomes, not activity.
+
+**[Outcome 1: customer's primary success metric]**
+- Before: [baseline]
+- Now: [current state]
+- Impact: [quantified business result — time saved, revenue influenced, cost reduced, risk mitigated]
+
+**[Outcome 2]**
+- [Same structure]
+
+**[Outcome 3]**
+- [Same structure]
+
+**Customer evidence** (use if available):
+> "[Quote from champion or user about value experienced]"
+
+*Talking point: "This is the section I most want your input on. Are these the outcomes that matter to your business? Are there other ways you're measuring success that we should be tracking?"*
+
+---
+
+## Slide 6: Support Summary (3 min)
+
+| Metric | This quarter | Last quarter | Trend |
+|---|---|---|---|
+| Tickets raised | [N] | [N] | ↑ / → / ↓ |
+| Average resolution time | [X hrs] | [X hrs] | ↑ / → / ↓ |
+| P1 / critical issues | [N] | [N] | ↑ / → / ↓ |
+| CSAT score | [X/10] | [X/10] | ↑ / → / ↓ |
+
+**Notable issues this quarter:**
+- [Any escalation or major ticket — brief summary and resolution]
+
+**What we're doing differently:**
+- [Any process change or improvement based on support patterns]
+
+---
+
+## Slide 7: What's Coming — Roadmap Preview (5 min)
+
+Focus only on what's relevant to this customer's goals. Do not dump the full roadmap.
+
+| Feature / Improvement | Expected | Why it matters to [Account Name] |
+|---|---|---|
+| [Feature 1] | [Q+1] | [Direct link to their goal or pain point] |
+| [Feature 2] | [Q+1 / Q+2] | [Direct link] |
+| [Feature 3] | [H2] | [Direct link] |
+
+*Talking point: "I've filtered the roadmap to what I think matters most to your team. I'd love your reaction — are these the right priorities from your perspective?"*
+
+---
+
+## Slide 8: Next Quarter — Your Goals (10 min)
+
+**Customer input section — facilitate, don't present.**
+
+Prompt questions:
+- "What does success look like for your team in [next quarter]?"
+- "What's the biggest challenge you're trying to solve in the next 90 days?"
+- "Is there anything about the way you're using [product] you want to change?"
+
+**Capture live:**
+
+| Goal for next quarter | Owner (customer) | How we'll support it | How we'll measure it |
+|---|---|---|---|
+| [Goal 1] | [Name] | [CSM / product action] | [Metric] |
+| [Goal 2] | [Name] | [CSM / product action] | [Metric] |
+
+---
+
+## Slide 9: Mutual Commitments (5 min)
+
+**[Your company] commits to:**
+1. [Specific action — owner — by when]
+2. [Specific action — owner — by when]
+3. [Specific action — owner — by when]
+
+**[Account Name] commits to:**
+1. [Specific action — owner — by when]
+2. [Specific action — owner — by when]
+
+**Next touchpoint:** [Date of next check-in or mid-quarter review]
+
+---
+
+## Slide 10: Thank You + Open Q&A (5 min)
+
+- Recap the one headline from today: [The single most important thing you want them to remember]
+- Confirm actions are captured and shared after the call
+- Ask: "Is there anything we didn't cover today that you wanted to raise?"
+
+---
+
+## Preparation Checklist
+
+- [ ] Usage data pulled and QoQ comparison calculated
+- [ ] Last QBR goals reviewed — status confirmed before the meeting
+- [ ] Business outcomes framed in customer language (not product language)
+- [ ] Roadmap filtered to this account's specific use cases
+- [ ] Customer's goals for next quarter researched or pre-confirmed with champion
+- [ ] Executive sponsor briefed on any sensitive topics before the call
+- [ ] Actions from previous QBR reviewed — any outstanding items addressed
+
+## Quality Checks
+
+- [ ] Every slide has a talking point, not just a title
+- [ ] Value slide leads with business outcomes, not product activity
+- [ ] Roadmap preview links each item to a customer goal
+- [ ] Mutual commitments section has real owners on both sides
+- [ ] Customer has at least 20 minutes of airtime in the agenda
+
+## Anti-Patterns
+
+- [ ] Do not fill the QBR with product activity metrics — lead with business outcomes the customer cares about
+- [ ] Do not present a roadmap without linking each item to a customer goal — vendor priorities are not a QBR agenda
+- [ ] Do not run a QBR as a one-sided presentation — it must include structured time for the customer to speak
+- [ ] Do not close a QBR without documented mutual commitments with named owners on both sides
+- [ ] Do not skip the "what's not working" slide — suppressing problems erodes trust and misses renewal risks

exports/cursor/pm-cs/renewal-playbook/renewal-playbook.mdc

@@ -0,0 +1,199 @@
+---
+description: "Build a structured renewal playbook for a customer account. Use when asked to plan a renewal, structure a renewal negotiation, prepare for an expansion conversation, or build a renewal strategy for at-risk or healthy accounts. Produces a renewal brief with health assessment, negotiation strategy, objection responses, expansion levers, and a timeline."
+globs:
+alwaysApply: false
+---
+
+# Renewal Playbook Skill
+
+This skill produces a complete renewal playbook for a specific customer account, covering health assessment, commercial strategy, negotiation preparation, expansion opportunity mapping, and a step-by-step timeline. Output is ready for the CSM or account team to execute 90–180 days before renewal.
+
+## Required Inputs
+
+Ask the user for these if not provided:
+- **Account name**
+- **Renewal date**
+- **Current ARR** and proposed renewal ARR (if different)
+- **Account health** — RAG status and main reasons (or describe the account situation)
+- **Key stakeholders** — economic buyer, champion, and any detractors
+- **Renewal risk factors** — budget pressure, low adoption, competitive threat, champion departure, etc.
+- **Expansion opportunity** — any upsell or cross-sell potential?
+- **Contract terms** — current plan, duration, and any terms up for renegotiation
+
+## Output Structure
+
+---
+
+# Renewal Playbook: [Account Name]
+
+**Renewal date:** [Date]
+**Current ARR:** [£/$/€ X]
+**Target renewal ARR:** [£/$/€ X — flat / +X% expansion / contraction risk]
+**Health status:** [Green / Amber / Red]
+**CSM:** [Name]
+**Account executive:** [Name]
+**Days to renewal:** [X days]
+
+---
+
+## 1. Account Health Snapshot
+
+| Dimension | Score (1–5) | Evidence |
+|---|---|---|
+| **Product adoption** | [X/5] | [e.g. 3 of 5 purchased seats active; core feature used weekly] |
+| **Business outcomes** | [X/5] | [e.g. Customer reports X% improvement in [metric]; no formal ROI review done] |
+| **Relationship depth** | [X/5] | [e.g. Strong champion in [name/role]; limited exec sponsorship] |
+| **Support & satisfaction** | [X/5] | [e.g. 2 open P2 tickets; last NPS 7; no escalations in 6 months] |
+| **Commercial engagement** | [X/5] | [e.g. Invoice paid on time; no discount pressure raised yet] |
+| **Overall health** | [X/5 — weighted] | [Green / Amber / Red] |
+
+**Renewal thesis:** [One sentence: why this account will renew — or what must change for it to renew.]
+
+---
+
+## 2. Stakeholder Map
+
+| Stakeholder | Role | Influence | Sentiment | Our relationship |
+|---|---|---|---|---|
+| [Name] | Economic buyer | High | [Positive / Neutral / Negative] | [Warm / Cold / Unknown] |
+| [Name] | Champion | High | [Positive] | [Warm] |
+| [Name] | End user | Low | [Neutral] | [Limited] |
+| [Name] | IT / procurement | Medium | [Neutral] | [Transactional] |
+
+**Champion risk:** [Is our champion secure in their role? Any signals of departure or reorganisation?]
+
+**Multi-thread plan:** [Who else do we need relationships with before renewal? How do we get there?]
+
+---
+
+## 3. Risk Register
+
+| Risk | Likelihood (H/M/L) | Impact (H/M/L) | Mitigation |
+|---|---|---|---|
+| [Budget pressure / cost-cutting] | [H] | [H] | [Build ROI case 90 days out; identify budget holder's priorities] |
+| [Low adoption in [department]] | [M] | [H] | [Run targeted enablement session; tie to champion's OKRs] |
+| [Competitor evaluation] | [M] | [M] | [Request competitive intelligence; schedule exec-level call] |
+| [Champion departure] | [L] | [H] | [Map two additional stakeholders; executive intro call] |
+
+---
+
+## 4. Value Story
+
+Build the ROI narrative for the renewal conversation:
+
+**Headline result:** [e.g. "[Account] saved X hours/week or reduced [metric] by X% using [product]"]
+
+**Evidence sources:**
+- [ ] Product usage data (logins, features used, seat utilisation)
+- [ ] Business metric improvement (pull from QBR deck or success plan)
+- [ ] Support resolution time improvement
+- [ ] Customer-provided testimonial or case study quotes
+
+**Value gaps to close before renewal:** [Are there outcomes the customer expected but hasn't seen yet? What's the plan to close these?]
+
+---
+
+## 5. Expansion Opportunity
+
+Map upside beyond flat renewal:
+
+| Opportunity | Type | Estimated value | Likelihood | Timing |
+|---|---|---|---|---|
+| [Seat expansion — [dept] wants to add 10 users] | Upsell | [+£X ARR] | [High] | [Renewal or +3M] |
+| [Cross-sell — [Product B] use case identified] | Cross-sell | [+£X ARR] | [Medium] | [+6M] |
+| [Multi-year commitment] | Discount for term | [+£X TCV / -X% discount] | [Low] | [At renewal] |
+
+**Expansion play:** [Which opportunity to lead with, and the sequence for raising it in the renewal conversation]
+
+---
+
+## 6. Commercial Strategy
+
+**Renewal scenario planning:**
+
+| Scenario | Probability | ARR outcome | Response strategy |
+|---|---|---|---|
+| **Flat renewal** | [X%] | [£X — same as current] | [Accept; plant seeds for +6M expansion] |
+| **Expansion** | [X%] | [£X] | [Lead with ROI evidence; pitch seat or feature expansion] |
+| **Contraction risk** | [X%] | [£X — downgrade to lower tier] | [Propose phased commitment; demonstrate path to full adoption] |
+| **Churn risk** | [X%] | [£0] | [Escalate to leadership; executive sponsor engagement] |
+
+**Discount guardrails:**
+- Floor discount: [X% — do not go below without VP approval]
+- Triggers for discount: [Multi-year / volume / reference customer commitment]
+- What to ask for in return: [Reference case study / G2 review / executive intro / case study participation]
+
+**Pricing flexibility:**
+- [e.g. Can offer monthly billing in exchange for 24-month commit]
+- [e.g. Can offer X seats free in exchange for expansion commitment]
+
+---
+
+## 7. Objection Responses
+
+Prepare for the most likely objections:
+
+**"The price is too high"**
+> Anchor on value delivered: "[Customer] achieved [X outcome] — at [£X ARR], that's [£Y per outcome / hour saved / user]. What would it cost to deliver that outcome without us?"
+> If budget is genuinely constrained, explore: phased payment, reduction in scope rather than full churn, multi-year pricing.
+
+**"We're not seeing enough adoption"**
+> Acknowledge, then commit: "You're right — [X seats] are actively using [core feature] out of [Y]. We want to fix this. Here's our 60-day plan: [exec sponsor on enablement call / training session / in-product nudge campaign]."
+
+**"We're evaluating [Competitor]"**
+> Don't panic. Ask: "What's driving the evaluation — is it specific features, pricing, or something else?" Then map gaps honestly. Offer a feature roadmap preview if relevant. Get clarity on their criteria and timeline before responding defensively.
+
+**"We need to reduce spend this quarter"**
+> Separate the commercial conversation from the value conversation. Offer to protect the relationship with a reduced scope today with a committed expansion trigger at a business milestone. Avoid discounting without a reason.
+
+---
+
+## 8. Renewal Timeline
+
+| Week | Action | Owner | Notes |
+|---|---|---|---|
+| **W–16** (4 months out) | Internal renewal review — health, expansion opportunity, risk | CSM | Flag to leadership if Red |
+| **W–12** | QBR / executive business review — ROI evidence delivered | CSM + AE | Book 45–60 min with economic buyer |
+| **W–10** | Champion 1:1 — pulse check on satisfaction and upcoming priorities | CSM | Uncover internal dynamics before commercial discussion |
+| **W–8** | Expansion conversation — plant seeds, share roadmap | AE | Do not lead with pricing |
+| **W–6** | Send renewal proposal — pricing, terms, options | AE | Include multi-year option |
+| **W–4** | Negotiation — address objections, finalise commercial terms | AE + CSM | Escalate to VP if >X% discount required |
+| **W–2** | Legal / procurement — contract redlines, signature process | AE + Legal | |
+| **W–0** | Signed. Handoff to post-renewal success plan | CSM | Thank the champion; begin next cycle |
+
+---
+
+## 9. Success Criteria
+
+- [ ] Renewal signed before deadline
+- [ ] ARR outcome within target range
+- [ ] Champion relationship maintained or improved
+- [ ] At least one expansion conversation started
+- [ ] ROI evidence documented and accepted by customer
+
+---
+
+## Quality Checks
+
+- [ ] Stakeholder map includes the economic buyer — not just the champion
+- [ ] Risk register has a mitigation for every H/H risk
+- [ ] Value story uses product data and business outcomes, not just feature lists
+- [ ] Commercial strategy includes a floor discount and a reason-to-discount framework
+- [ ] Timeline starts at least 90 days before renewal date
+- [ ] Objection responses are specific to this account, not generic
+
+## Anti-Patterns
+
+- [ ] Do not start renewal conversations less than 90 days before the renewal date for accounts over $50K ARR
+- [ ] Do not build a renewal strategy without first honestly assessing account health — wishful thinking leads to last-minute churn
+- [ ] Do not treat all renewal objections as negotiating tactics — some objections signal genuine dissatisfaction that requires resolution first
+- [ ] Do not offer discounts as the first response to price objections — explore value gaps before reducing price
+- [ ] Do not close the renewal without confirming the expansion opportunity — every renewal is also an expansion conversation
+
+## Example Trigger Phrases
+
+- "Build a renewal playbook for [Account Name] renewing in [Month]"
+- "Help me plan the renewal strategy for an at-risk customer"
+- "Prepare a renewal brief for my QBR with [Company]"
+- "What's my renewal strategy for a Red account coming up in 60 days?"
+- "Create a renewal and expansion plan for [Account]"