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feat: v12.0.0 — 150-skill milestone, 15 new skills across 10 bundles

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Adds 15 new skills reaching the 150-skill milestone:

Data & Analytics (pm-data):
- cohort-analysis: retention curves, LTV projection, behavioural segmentation, SQL reference queries
- data-pipeline-spec: ETL/ELT design with SLAs, DQ rules, error handling, compliance

Customer Success (pm-cs):
- renewal-playbook: health snapshot, value story, commercial scenarios, objection responses, 16-week timeline
- customer-success-plan: joint success plan with milestones, mutual commitments, escalation path

People & Leadership (pm-people):
- 360-feedback-template: survey instrument + narrative report with strengths and development themes
- team-health-check: Spotify-model assessment across 7 dimensions with facilitation guide

Operations (pm-operations):
- risk-register: L×I scoring, RAG heat map, mitigation and contingency plans
- raci-matrix: role definitions, decision map, anti-pattern guide, communication template

Marketing & GTM (pm-gtm):
- social-media-strategy: audience profile, content pillars, KPIs, 4-week starter calendar
- product-positioning-doc: April Dunford-style positioning, messaging hierarchy, persona messaging

Discovery (pm-discovery):
- customer-journey-map: stage-by-stage journey with touchpoints, emotions, and prioritised opportunities

Delivery (pm-delivery):
- user-story-writer: Given/When/Then ACs, edge cases, definition of done, epic decomposition

Advanced (pm-advanced):
- ai-ethics-review: fairness, bias, transparency, privacy, safety, accountability, societal impact

Sales (pm-sales):
- partnership-proposal: mutual value, commercial model, joint GTM plan, governance

Design (pm-design):
- design-system-audit: component coverage, token consistency, WCAG, adoption, remediation roadmap

Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
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plugins/pm-cs/skills/customer-success-plan/SKILL.md
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---
name: customer-success-plan
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."
---
# 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
## 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"
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---
name: renewal-playbook
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."
---
# 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
## 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]"