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feat: v10.0.0 — 8 new skills across Customer Success and Engineering (500-star milestone)

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Two star milestones shipped together:

Customer Success bundle (pm-cs) — 250-star milestone:
- cs-health-scorecard: weighted RAG health score across 5 dimensions with renewal forecast
- qbr-deck: slide-by-slide QBR structure with value narrative and mutual commitments
- cs-escalation-brief: 4-level escalation framework with root cause, impact, and decision required
- churn-analysis: voluntary/unavoidable churn split, early warning signals, prioritised interventions

Engineering expansion (pm-engineering) — 500-star milestone:
- cicd-playbook: full pipeline playbook from build through post-deploy checks and rollback
- slo-error-budget: SLI definitions, burn rate alerts, and error budget policy
- developer-onboarding-doc: first-week guide covering architecture, setup, testing, and contacts
- oncall-runbook: per-alert response procedures, escalation matrix, and handoff template

Also:
- Added pm-cs plugin to marketplace.json
- Updated pm-engineering plugin.json to v3.0.0 (14 skills)
- Updated marketplace.json to v10.0.0 (114 skills, 23 bundles, 16 professions)
- README updated with new CS section, corrected skill numbering (106 → 114)
- Added bug report link to Contributing section
- Star milestones updated to show 250 and 500 as unlocked
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mohitagw15856
2026-05-17 10:55:58 +01:00
parent 48fd4dd6ad
commit bfdbec17a3
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plugins/pm-cs/.claude-plugin/plugin.json
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{
"$schema": "https://anthropic.com/claude-code/plugin.schema.json",
"name": "pm-cs",
"version": "1.0.0",
"description": "Customer Success skills: Customer Health Scorecard, QBR Deck, Escalation Brief, Churn Analysis. Score account health with a weighted RAG framework, build structured QBR decks with value narratives, write crisp escalation briefs for at-risk accounts, and analyse churn by category and segment with prioritised interventions.",
"author": {
"name": "Mohit Aggarwal",
"email": "mohit15856@gmail.com"
},
"homepage": "https://github.com/mohitagw15856/pm-claude-skills",
"license": "MIT",
"keywords": ["customer-success", "account-management", "health-scorecard", "qbr", "quarterly-business-review", "churn", "retention", "escalation", "csm", "renewal"]
}
plugins/pm-cs/skills/churn-analysis/SKILL.md
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---
name: churn-analysis
description: "Analyse customer churn for a product or cohort and produce a structured churn report. Use when asked to analyse churn, understand why customers are leaving, identify churn patterns, calculate churn rate, or build a churn reduction plan. Produces a churn analysis with rate calculations, categorised reasons, early warning signals, and prioritised interventions."
---
# 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]
---
## 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
plugins/pm-cs/skills/cs-escalation-brief/SKILL.md
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---
name: cs-escalation-brief
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."
---
# 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
plugins/pm-cs/skills/cs-health-scorecard/SKILL.md
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---
name: cs-health-scorecard
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."
---
# 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)
## 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
plugins/pm-cs/skills/qbr-deck/SKILL.md
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---
name: qbr-deck
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."
---
# 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] |
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## 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