From 9848a0f4a7c911316ceb393a0294b56549fc0bb5 Mon Sep 17 00:00:00 2001 From: Zhongwei Li Date: Sat, 29 Nov 2025 18:30:21 +0800 Subject: [PATCH] Initial commit --- .claude-plugin/plugin.json | 25 ++++++++ README.md | 3 + agents/adoption-program-manager.md | 28 +++++++++ agents/customer-health-director.md | 29 +++++++++ agents/escalation-strategist.md | 27 +++++++++ commands/build-adoption-program.md | 34 +++++++++++ commands/monitor-customer-health.md | 34 +++++++++++ commands/run-escalation-playbook.md | 34 +++++++++++ plugin.lock.json | 81 +++++++++++++++++++++++++ skills/adoption-playbook/SKILL.md | 30 +++++++++ skills/executive-ebr-kit/SKILL.md | 31 ++++++++++ skills/risk-scoring-framework/SKILL.md | 31 ++++++++++ skills/sentiment-feedback-loop/SKILL.md | 30 +++++++++ 13 files changed, 417 insertions(+) create mode 100644 .claude-plugin/plugin.json create mode 100644 README.md create mode 100644 agents/adoption-program-manager.md create mode 100644 agents/customer-health-director.md create mode 100644 agents/escalation-strategist.md create mode 100644 commands/build-adoption-program.md create mode 100644 commands/monitor-customer-health.md create mode 100644 commands/run-escalation-playbook.md create mode 100644 plugin.lock.json create mode 100644 skills/adoption-playbook/SKILL.md create mode 100644 skills/executive-ebr-kit/SKILL.md create mode 100644 skills/risk-scoring-framework/SKILL.md create mode 100644 skills/sentiment-feedback-loop/SKILL.md diff --git a/.claude-plugin/plugin.json b/.claude-plugin/plugin.json new file mode 100644 index 0000000..3bf111d --- /dev/null +++ b/.claude-plugin/plugin.json @@ -0,0 +1,25 @@ +{ + "name": "customer-success", + "description": "Customer health monitoring, adoption programs, and escalation governance", + "version": "1.0.0", + "author": { + "name": "GTM Agents", + "email": "opensource@intentgpt.ai" + }, + "skills": [ + "./skills/adoption-playbook/SKILL.md", + "./skills/risk-scoring-framework/SKILL.md", + "./skills/executive-ebr-kit/SKILL.md", + "./skills/sentiment-feedback-loop/SKILL.md" + ], + "agents": [ + "./agents/customer-health-director.md", + "./agents/adoption-program-manager.md", + "./agents/escalation-strategist.md" + ], + "commands": [ + "./commands/monitor-customer-health.md", + "./commands/build-adoption-program.md", + "./commands/run-escalation-playbook.md" + ] +} \ No newline at end of file diff --git a/README.md b/README.md new file mode 100644 index 0000000..5fa5ecf --- /dev/null +++ b/README.md @@ -0,0 +1,3 @@ +# customer-success + +Customer health monitoring, adoption programs, and escalation governance diff --git a/agents/adoption-program-manager.md b/agents/adoption-program-manager.md new file mode 100644 index 0000000..bf2900f --- /dev/null +++ b/agents/adoption-program-manager.md @@ -0,0 +1,28 @@ +--- +name: adoption-program-manager +description: Drives onboarding, adoption, and value realization programs for key segments. +model: haiku +--- + + +# Adoption Program Manager Agent + +## Responsibilities +- Build segment-specific adoption roadmaps with milestones and enablement assets. +- Coordinate digital + human touches (in-app, email, webinars, CS) for new customers. +- Track adoption metrics, blockers, and champions to accelerate time-to-value. +- Partner with product/marketing to surface upsell-ready stories and references. + +## Workflow +1. **Journey Mapping** – define onboarding + adoption milestones per segment. +2. **Program Design** – assemble multi-channel plays with content, cadences, and triggers. +3. **Execution & Monitoring** – run campaigns, monitor engagement, and adjust resources. +4. **Feedback Loop** – capture qualitative signals, escalate blockers, and log learnings. +5. **Reporting** – share adoption dashboards and success narratives with stakeholders. + +## Outputs +- Adoption program blueprint with timelines, assets, and owners. +- Weekly adoption scorecards segmented by persona/tier. +- Playbook of proven tactics + customer stories for reuse. + +--- diff --git a/agents/customer-health-director.md b/agents/customer-health-director.md new file mode 100644 index 0000000..df1aa64 --- /dev/null +++ b/agents/customer-health-director.md @@ -0,0 +1,29 @@ +--- +name: customer-health-director +description: Owns customer health strategy, scorecards, and executive reporting. +model: haiku +--- + + + +# Customer Health Director Agent + +## Responsibilities +- Define KPIs across adoption, value realization, sentiment, and financial signals. +- Align CS, product, and revenue teams on risk mitigation plans. +- Maintain governance rituals (weekly health review, monthly exec EBRs). +- Drive proactive plays for at-risk accounts and amplify expansion opportunities. + +## Workflow +1. **Signal Aggregation** – consolidate telemetry, support, NPS, financial, and engagement data. +2. **Risk & Opportunity Detection** – run scoring models, highlight thresholds, and assign owners. +3. **Action Planning** – coordinate cross-functional plays, enablement, and comms. +4. **Reporting** – produce exec-ready briefs, QBR/EBR packages, and health dashboards. +5. **Continuous Improvement** – capture learnings, update playbooks, and tune metrics. + +## Outputs +- Customer health dashboard + risk register. +- Executive summaries with actions and asks. +- Updated playbooks for adoption, retention, and expansion. + +--- diff --git a/agents/escalation-strategist.md b/agents/escalation-strategist.md new file mode 100644 index 0000000..11562f9 --- /dev/null +++ b/agents/escalation-strategist.md @@ -0,0 +1,27 @@ +--- +name: escalation-strategist +description: Coordinates high-risk escalations, exec comms, and remediation playbooks. +model: haiku +--- + +# Escalation Strategist Agent + +## Responsibilities +- Run escalation triage for strategic accounts with adoption, value, or executive risk. +- Align product, engineering, support, legal, and leadership on mitigation plans. +- Manage exec communications, status reports, and decision logs. +- Track remediation progress and codify learnings back into playbooks. + +## Workflow +1. **Intake & Assessment** – review risk signals, customer sentiment, and contractual context. +2. **War Room Setup** – define owners, meeting cadence, slack channels, and documentation. +3. **Action Plan** – build remediation workback plans with milestones, approvals, and comms. +4. **Exec Communications** – craft updates for internal/external stakeholders. +5. **Post-Mortem** – document outcomes, lessons, and future prevention steps. + +## Outputs +- Escalation brief with risk summary, owners, and timeline. +- Exec-ready updates with decisions, asks, and status. +- Post-mortem + prevention checklist for future incidents. + +--- diff --git a/commands/build-adoption-program.md b/commands/build-adoption-program.md new file mode 100644 index 0000000..9790c02 --- /dev/null +++ b/commands/build-adoption-program.md @@ -0,0 +1,34 @@ +--- +name: build-adoption-program +description: Crafts segment-specific adoption programs with plays, content, and measurement. +usage: /customer-success:build-adoption-program --segment scaleup --journey 60d --channels in-app,email,cs --objective expansion +--- + +# Command: build-adoption-program + +## Inputs +- **segment** – target cohort (startup, scaleup, enterprise, strategic, partner). +- **journey** – timeframe (30d, 60d, 90d, custom). +- **channels** – comma-separated (in-app, email, webinar, cs, community). +- **objective** – adoption | expansion | advocacy | renewal. +- **assets** – optional reference to content library or template pack. + +## Workflow +1. **Insight Intake** – pull health metrics, feedback, and persona research for the segment. +2. **Milestone Design** – define onboarding, activation, and expansion milestones. +3. **Play Assembly** – map actions per channel with triggers, owners, and personalization rules. +4. **Measurement Plan** – list KPIs, guardrails, and reporting cadence. +5. **Enablement Pack** – export comms templates, briefs, and training notes. + +## Outputs +- Adoption program blueprint (timeline + action matrix). +- Content + comms toolkit aligned to personas and milestones. +- Measurement checklist for CS ops + analytics. + +## Agent/Skill Invocations +- `adoption-program-manager` – architects program and content plan. +- `customer-health-director` – validates KPIs and guardrails. +- `adoption-playbook` skill – enforces template + milestone structure. +- `sentiment-feedback-loop` skill – integrates qualitative insights. + +--- diff --git a/commands/monitor-customer-health.md b/commands/monitor-customer-health.md new file mode 100644 index 0000000..c7217c0 --- /dev/null +++ b/commands/monitor-customer-health.md @@ -0,0 +1,34 @@ +--- +name: monitor-customer-health +description: Produces health dashboard with risk signals, opportunities, and follow-up actions. +usage: /customer-success:monitor-customer-health --segment enterprise --window 30d --audience exec +--- + +# Command: monitor-customer-health + +## Inputs +- **segment** – cohort filter (enterprise, midmarket, startup, region, industry). +- **window** – lookback period (7d, 30d, quarter, custom). +- **accounts** – optional CSV/list of specific accounts. +- **audience** – exec | cs-lead | pod | async. +- **metrics** – override KPI set (adoption, sentiment, value, financial, support). + +## Workflow +1. **Data Sync** – gather telemetry, product usage, support, NPS, and financial data aligned to the segment. +2. **Scoring & Segmentation** – apply health/risk models, tier accounts, and flag drivers. +3. **Insight Layer** – annotate root causes, expansion signals, and priorities. +4. **Action Plan** – recommend plays (adoption, value workshop, exec check-in, escalation) with owners. +5. **Packaging** – tailor dashboard/memo to the requested audience and push to Slack/email. + +## Outputs +- Health dashboard with KPIs, traffic lights, and drill links. +- Risk + opportunity list with owners, severity, and recommended actions. +- Follow-up tracker template for CS pods. + +## Agent/Skill Invocations +- `customer-health-director` – curates KPIs and narrative. +- `adoption-program-manager` – supplies adoption program recommendations. +- `risk-scoring-framework` skill – executes scoring + tiering. +- `sentiment-feedback-loop` skill – injects qualitative highlights. + +--- diff --git a/commands/run-escalation-playbook.md b/commands/run-escalation-playbook.md new file mode 100644 index 0000000..29891b4 --- /dev/null +++ b/commands/run-escalation-playbook.md @@ -0,0 +1,34 @@ +--- +name: run-escalation-playbook +description: Coordinates high-risk customer escalations with exec updates and remediation owners. +usage: /customer-success:run-escalation-playbook --account "Nimbus Corp" --severity critical --timeline 14d --comm-channel exec +--- + +# Command: run-escalation-playbook + +## Inputs +- **account** – customer/account name or ID. +- **severity** – low | medium | high | critical. +- **timeline** – resolution target (7d, 14d, 30d, custom). +- **comm-channel** – exec | cs-lead | customer | internal-only. +- **drivers** – optional list of root causes to highlight (adoption, value, product, support, executive). + +## Workflow +1. **Brief Creation** – compile account context, risk signals, contract info, and stakeholders. +2. **War Room & Owners** – assign workstream leads (product, eng, support, exec sponsor) with cadence. +3. **Remediation Plan** – outline milestones, dependencies, and success metrics. +4. **Communications** – generate internal/external updates, exec talking points, and approvals. +5. **Closeout & Lessons** – document outcomes, update risk registers, and refresh playbooks. + +## Outputs +- Escalation brief with timeline, owners, and risk summary. +- Update templates (internal + external) with decisions and next steps. +- Post-mortem report with lessons, prevention actions, and follow-ups. + +## Agent/Skill Invocations +- 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Plan** – activation, usage, sentiment, expansion metrics with thresholds. +5. **Feedback Loop** – qualitative signals, experiment backlog, and improvement tracker. + +## Templates +- Journey table (milestone, trigger, action, owner, KPI). +- Adoption campaign brief with creative/copy checklist. +- Weekly adoption standup agenda and notes doc. + +## Tips +- Anchor each milestone on a clear customer outcome, not just feature usage. +- Pair with `build-adoption-program` command for automated blueprints. +- Archive playbook iterations to show impact in QBR/EBR storytelling. + +--- diff --git a/skills/executive-ebr-kit/SKILL.md b/skills/executive-ebr-kit/SKILL.md new file mode 100644 index 0000000..630f859 --- /dev/null +++ b/skills/executive-ebr-kit/SKILL.md @@ -0,0 +1,31 @@ +--- +name: executive-ebr-kit +description: Template pack for executive business reviews with outcomes, risks, and + asks. +--- + +# Executive EBR Kit Skill + +## When to Use +- Preparing quarterly/biannual executive business reviews (EBRs/QBRs). +- Aligning customer exec sponsors with value realization, roadmap, and investment asks. +- Creating consistent storytelling across CS leaders and account teams. + +## Framework +1. **Narrative Structure** – headline, impact summary, challenges, commitments, next plays. +2. **Metric Spine** – adoption, value, ROI, roadmap alignment, joint KPIs. +3. **Risk & Opportunity** – top 3 blockers + mitigations; top 3 growth bets + investment needs. +4. **Executive Actions** – decisions, approvals, introductions, or resources requested. +5. **Follow-Up Tracker** – owner, due date, status, and impact measurement. + +## Templates +- 6-slide EBR deck outline with talking points per slide. +- Memo template for async EBRs. +- Action/decision log sheet shared with customer + internal teams. + +## Tips +- Lead with outcomes delivered before asking for investment or case studies. +- Include joint success metrics the customer already tracks for easier alignment. +- Pair with `run-escalation-playbook` for exec-ready updates on remediation progress. + +--- diff --git a/skills/risk-scoring-framework/SKILL.md b/skills/risk-scoring-framework/SKILL.md new file mode 100644 index 0000000..e06b100 --- /dev/null +++ b/skills/risk-scoring-framework/SKILL.md @@ -0,0 +1,31 @@ +--- +name: risk-scoring-framework +description: Method for calculating customer health/risk tiers using quantitative + + qualitative data. +--- + +# Risk Scoring Framework Skill + +## When to Use +- Building or tuning customer health scores that drive CS prioritization. +- Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like. +- Auditing why certain segments churn or expand more than others. + +## Framework +1. **Signal Inventory** – usage, sentiment, support, commercial, product feedback, exec engagement. +2. **Weighting & Decay** – assign weights per signal, set freshness decay, define negative indicators. +3. **Tier Mapping** – convert scores to tiers (green/yellow/red) with playbook hooks. +4. **Validation Loop** – back-test against churn, expansion, and NPS outcomes. +5. **Governance** – review cadence, owner accountability, and change management process. + +## Templates +- Signal catalog spreadsheet with weights and owners. +- Tier thresholds + play mapping sheet. +- Validation report template comparing scores vs outcomes. + +## Tips +- Combine structured data with CSM notes or sentiment highlights for context. +- Keep tiers simple (3-4) to avoid confusion; use tags for nuance. +- Pair with `monitor-customer-health` output to auto-highlight risks. + +--- diff --git a/skills/sentiment-feedback-loop/SKILL.md b/skills/sentiment-feedback-loop/SKILL.md new file mode 100644 index 0000000..9224063 --- /dev/null +++ b/skills/sentiment-feedback-loop/SKILL.md @@ -0,0 +1,30 @@ +--- +name: sentiment-feedback-loop +description: Process for capturing qualitative feedback and injecting it into CS playbooks. +--- + +# Sentiment Feedback Loop Skill + +## When to Use +- Enriching health scores with qualitative insights from surveys, CSM notes, and communities. +- Building voice-of-customer summaries for exec updates or escalations. +- Prioritizing product/CS actions based on sentiment trends. + +## Framework +1. **Source Intake** – NPS/CSAT, support tickets, call notes, community threads, surveys. +2. **Tagging & Themes** – apply taxonomy for product area, sentiment, urgency, persona. +3. **Routing Rules** – send critical feedback to owners (product, eng, CS, exec sponsors). +4. **Insight Packaging** – compile trend summaries, quotes, and recommended actions. +5. **Closed-Loop Tracking** – log actions taken, status, and customer follow-up. + +## Templates +- Sentiment tagging spreadsheet or Notion template. +- Weekly VOC digest format for leadership. +- Follow-up tracker for commitments back to customers. + +## Tips +- Automate ingestion where possible but maintain human review for nuance. +- Highlight positive sentiment for advocacy/reference programs too. +- Pair with `monitor-customer-health` and `run-escalation-playbook` for context. + +---