mohitagw15856
ae6ea4d53e
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>
193 lines
8.0 KiB
Markdown
193 lines
8.0 KiB
Markdown
---
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name: customer-success-plan
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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."
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---
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# Customer Success Plan Skill
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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.
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## Required Inputs
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Ask the user for these if not provided:
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- **Account name** and industry
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- **Product / plan purchased**
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- **Key stakeholders** — customer champion and economic buyer
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- **Customer's stated business goals** — why did they buy? What problem are they solving?
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- **Contract term and renewal date**
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- **Current onboarding stage** (new customer / expanding / post-QBR / pre-renewal)
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- **Seats / licenses / usage purchased**
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- **Any known risks** — adoption gaps, champion uncertainty, competing priorities
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## Output Structure
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---
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# Customer Success Plan: [Account Name]
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**Product:** [Product name / plan tier]
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**Contract term:** [Start date → Renewal date]
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**CSM:** [Name]
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**Customer champion:** [Name, Title]
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**Customer executive sponsor:** [Name, Title — if known]
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**Last updated:** [Date]
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**Status:** [Active / Under review / Completed]
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---
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## 1. Partnership Objectives
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> *What does success look like for [Account Name] at contract end?*
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[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.]
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**Primary business goal:** [e.g. Reduce time-to-hire by 30% across engineering teams]
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**Secondary goal:** [e.g. Consolidate three legacy tools into one platform, saving £X/year]
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**Success statement (customer's words):** "[Direct quote from champion about what success looks like — ask for this in kickoff]"
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---
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## 2. Success Metrics
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Define how both parties will measure success. Agreed in the kickoff call and tracked in QBRs.
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| Metric | Baseline (today) | Target | By when | Data source |
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| [e.g. Seat utilisation] | [X%] | [≥ 80%] | [Month 3] | [Product analytics] |
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| [e.g. Time to hire] | [X days] | [< Y days] | [Month 6] | [Customer's ATS] |
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| [e.g. Reports produced/month] | [X] | [≥ Y] | [Month 3] | [Product analytics] |
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| [e.g. NPS] | [X] | [≥ 8] | [Month 6] | [Quarterly survey] |
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**Leading indicators** (early signs the plan is on track):
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- [e.g. 5+ users log in within the first 2 weeks]
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- [e.g. First workflow automated within 30 days]
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- [e.g. Champion presents the tool to their team by end of Month 1]
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---
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## 3. Milestone Roadmap
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Break the success journey into phases with clear milestones and owners:
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### Phase 1: Onboard (Month 1)
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| Milestone | Owner | Due date | Status |
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|---|---|---|---|
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| Admin setup complete (SSO, permissions, data integration) | [IT contact] | [Date] | [ ] |
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| All purchased seats activated and users invited | [Champion] | [Date] | [ ] |
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| Core workflow [X] configured and tested | [CSM + Champion] | [Date] | [ ] |
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| First training session delivered (all teams) | [CSM] | [Date] | [ ] |
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| Kickoff call completed and success plan co-signed | [CSM + Champion] | [Date] | [ ] |
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### Phase 2: Adopt (Months 2–3)
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| Milestone | Owner | Due date | Status |
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|---|---|---|---|
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| [Core feature] in active daily use by ≥ X users | [Champion] | [Date] | [ ] |
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| First business outcome achieved and documented | [Champion + CSM] | [Date] | [ ] |
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| 30-day check-in completed | [CSM] | [Date] | [ ] |
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| [Power user workflow] enabled for advanced users | [CSM] | [Date] | [ ] |
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### Phase 3: Value (Months 4–6)
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| Milestone | Owner | Due date | Status |
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|---|---|---|---|
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| QBR 1 delivered — ROI evidence presented | [CSM + AE] | [Date] | [ ] |
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| Success metric [X] hit target | [Champion] | [Date] | [ ] |
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| Expansion use case identified and introduced | [AE] | [Date] | [ ] |
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| Reference call or case study agreed | [Champion] | [Date] | [ ] |
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### Phase 4: Renew & Expand (Months 7–12)
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| Milestone | Owner | Due date | Status |
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|---|---|---|---|
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| QBR 2 delivered — renewal conversation started | [CSM + AE] | [Date] | [ ] |
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| Renewal proposal sent | [AE] | [Date] | [ ] |
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| Expansion or flat renewal signed | [AE] | [Date] | [ ] |
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---
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## 4. Mutual Commitments
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Success plans work when both parties commit. Document what each side will do:
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**[Vendor] commits to:**
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- Dedicated CSM available [X days/week / by email within 24 hours]
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- Monthly [call / check-in / async update] with champion
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- QBR every [90 days] with executive summary and ROI report
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- Priority support for [Account] — response SLA of [X hours] for P1 issues
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- Roadmap preview for relevant upcoming features
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- [Any other specific commitment made in sales cycle]
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**[Account Name] commits to:**
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- Champion available for [30-min monthly] check-in
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- Users complete onboarding training by [date]
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- Feedback on product experience shared monthly (async or sync)
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- Executive sponsor participates in QBR 1 and renewal discussion
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- Provide outcome data to CSM quarterly for ROI tracking
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---
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## 5. Stakeholder Engagement Plan
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| Stakeholder | Role | Engagement frequency | Format | Owner |
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| [Champion] | Day-to-day owner | Weekly (async) + Monthly (call) | Slack / Email + Zoom | CSM |
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| [Economic buyer] | Budget holder | Quarterly | QBR (in-person or video) | CSM + AE |
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| [IT contact] | Integration owner | As needed | Email | CSM |
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| [End users] | Active users | Training only | Group session | CSM |
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---
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## 6. Risk & Mitigation
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| Risk | Likelihood | Impact | Mitigation plan |
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|---|---|---|---|
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| Low adoption in first 30 days | [M] | [H] | CSM hosts live onboarding; champion sends internal comms day 1 |
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| Champion changes role | [L] | [H] | Multi-thread: introduce CSM to 2 additional stakeholders by Month 2 |
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| Budget pressure at renewal | [M] | [H] | Build ROI case monthly; document value continuously |
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| Competing priorities delay rollout | [H] | [M] | Agree minimum viable adoption path with champion; don't require perfection to declare value |
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---
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## 7. Communication Plan
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| Communication | Audience | Frequency | Format | Owner |
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| Health update | Champion | Monthly | Email summary (3 bullets: what's good, what needs attention, one ask) | CSM |
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| QBR | Champion + Exec | Quarterly | 45-min video call with slide deck | CSM + AE |
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| Product updates | Champion | As released | Release notes email | CSM |
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| Support status | Champion | When open tickets exist | Email / Slack | Support + CSM |
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---
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## 8. Escalation Path
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If the success plan falls off track:
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| Trigger | Action | Owner | Timeline |
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| Health drops to Amber | Internal review + champion call within 5 days | CSM | Immediate |
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| Health drops to Red | CS leadership + AE looped in; escalation brief drafted | CS Manager | Within 24 hours |
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| Champion is unresponsive for >10 days | AE attempts exec sponsor contact | AE | After CSM attempt fails |
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| Adoption <40% at Month 3 | Emergency enablement session + revised milestone plan | CSM | Within 1 week of flag |
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---
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## Quality Checks
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- [ ] Success metrics are the customer's metrics — not just product usage metrics
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- [ ] Milestones have specific owners and due dates — not "TBD"
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- [ ] Mutual commitments section is genuinely mutual — not just what the vendor will do
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- [ ] Risk register includes champion departure and low adoption
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- [ ] Plan is written to be shared with the customer — no internal-only commentary in this document
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- [ ] Executive sponsor is identified and has an engagement role
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## Example Trigger Phrases
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- "Build a success plan for [Account Name] who just signed"
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- "Create a joint success plan for our new enterprise customer"
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- "Write a 6-month customer success roadmap for [Company]"
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- "I need a mutual action plan for our QBR with [Account]"
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- "Generate a customer success plan for an at-risk account"
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