Initial commit

.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"
+  ]
+}

README.md

@@ -0,0 +1,3 @@
+# customer-success
+
+Customer health monitoring, adoption programs, and escalation governance

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.
+
+---

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.
+
+---

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.
+
+---

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.
+
+---

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.
+
+---

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
+- `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.
+
+---

plugin.lock.json

@@ -0,0 +1,81 @@
+{
+  "$schema": "internal://schemas/plugin.lock.v1.json",
+  "pluginId": "gh:gtmagents/gtm-agents:plugins/customer-success",
+  "normalized": {
+    "repo": null,
+    "ref": "refs/tags/v20251128.0",
+    "commit": "e6ed0b71b05c304a3141bbd33e67c0b0c1ac00a2",
+    "treeHash": "930cd733527cca4c52365235dc52c211fa2f5b4a50c8ddd5918adec09b9b4b70",
+    "generatedAt": "2025-11-28T10:17:15.453353Z",
+    "toolVersion": "publish_plugins.py@0.2.0"
+  },
+  "origin": {
+    "remote": "git@github.com:zhongweili/42plugin-data.git",
+    "branch": "master",
+    "commit": "aa1497ed0949fd50e99e70d6324a29c5b34f9390",
+    "repoRoot": "/Users/zhongweili/projects/openmind/42plugin-data"
+  },
+  "manifest": {
+    "name": "customer-success",
+    "description": "Customer health monitoring, adoption programs, and escalation governance",
+    "version": "1.0.0"
+  },
+  "content": {
+    "files": [
+      {
+        "path": "README.md",
+        "sha256": "f54b31947a330c09d810b9264a06ee3a4401c22c73868a1e52ffd36e403da97a"
+      },
+      {
+        "path": "agents/escalation-strategist.md",
+        "sha256": "f195854b3afa3b08ec1f824df359e2b8efc6693a27b5615ecd4e10def01a513c"
+      },
+      {
+        "path": "agents/adoption-program-manager.md",
+        "sha256": "1e88f2a6912f4945327cce166da7fef5b704225a2eee10ac69ada604e5739de1"
+      },
+      {
+        "path": "agents/customer-health-director.md",
+        "sha256": "73f38581f02b292fad176b16c9695890266f2684dcf05056f49f3e793bed1b38"
+      },
+      {
+        "path": ".claude-plugin/plugin.json",
+        "sha256": "d1dc93b53832de9b054660980a67bc21f7ebc3af4c296905215665db3db84b03"
+      },
+      {
+        "path": "commands/run-escalation-playbook.md",
+        "sha256": "856c2c41cfb0c6e194f3957bfede0e6bd58123c2a98411def74f50d6a760ef4e"
+      },
+      {
+        "path": "commands/build-adoption-program.md",
+        "sha256": "f056e07ca05fac8bd78b3792f814dfe2fe1c4558815e0119b56030edbb7da148"
+      },
+      {
+        "path": "commands/monitor-customer-health.md",
+        "sha256": "73e5b9ab30f42ace59f4f1084603a0f24ba3ae0c92cab466b978c45593b79782"
+      },
+      {
+        "path": "skills/executive-ebr-kit/SKILL.md",
+        "sha256": "6b38f86dc2d8bab933307ed951812d86262dc1c6dcd945774d2a90cbdb40095b"
+      },
+      {
+        "path": "skills/sentiment-feedback-loop/SKILL.md",
+        "sha256": "49f277196499e0115506a3ca663184ff178ff69340500fc892e135297a13e0a1"
+      },
+      {
+        "path": "skills/adoption-playbook/SKILL.md",
+        "sha256": "63bbcae1f73f081734150ff145b19cb93e0c5ae81e34bfac9ec3bcf308cbf2a8"
+      },
+      {
+        "path": "skills/risk-scoring-framework/SKILL.md",
+        "sha256": "07ea3b6667435ef92ced0ac96cc235f15477756b2fa2bf76e24642419431f7da"
+      }
+    ],
+    "dirSha256": "930cd733527cca4c52365235dc52c211fa2f5b4a50c8ddd5918adec09b9b4b70"
+  },
+  "security": {
+    "scannedAt": null,
+    "scannerVersion": null,
+    "flags": []
+  }
+}

skills/adoption-playbook/SKILL.md

@@ -0,0 +1,30 @@
+---
+name: adoption-playbook
+description: Structured guide for designing and executing customer adoption programs.
+---
+
+# Adoption Playbook Skill
+
+## When to Use
+- Launching onboarding/adoption initiatives for new segments or products.
+- Refreshing adoption strategies after major roadmap or packaging changes.
+- Standardizing enablement for CS, product, and marketing partnerships.
+
+## Framework
+1. **Persona & Journey Mapping** – goals, blockers, success metrics, critical milestones.
+2. **Play Matrix** – channel x milestone view of actions, owners, cadences, and triggers.
+3. **Content Library** – templates for comms, workshops, office hours, and enablement assets.
+4. **Measurement 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.
+
+---

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.
+
+---

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.
+
+---

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.
+
+---