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commands/build-adoption-program.md

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+---
+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.
+
+---

commands/monitor-customer-health.md

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+---
+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.
+
+---

commands/run-escalation-playbook.md

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+---
+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
+- `escalation-strategist` – leads war room + comms.
+- `customer-health-director` – tracks risk register + exec summaries.
+- `executive-ebr-kit` skill – formats leadership-ready updates.
+- `sentiment-feedback-loop` skill – incorporates customer sentiment + voice.
+
+---