What is included in the onboarding framework?

It provides a structured 8-week timeline covering pre-kickoff setup, implementation milestones, user training, and formal handoff to long-term management.

How does the health scoring model work?

The model uses a weighted calculation: Product usage (40%), Relationship engagement (30%), and Business Outcomes (30%) to categorize accounts as Healthy, Attention, or At Risk.

How does it identify expansion opportunities?

The skill monitors signals like high seat utilization (>80%), requests for premium features, and increased executive engagement to suggest the best timing for upsell conversations.

Can this skill help reduce customer churn?

Yes, it includes specific 'Risk Playbooks' for common churn indicators such as executive sponsor changes, low feature adoption, and competitor evaluations.

Customer Success Manager

Name: Customer Success Manager
Author: borghei

byborghei

•

Productivity & Workflow

Drives customer retention and growth through structured onboarding, health monitoring, risk mitigation, and expansion playbooks.

The Customer Success Manager skill equips Claude with a comprehensive framework for managing the entire post-sale lifecycle. It enables users to execute professional onboarding sequences, calculate multi-dimensional health scores (Product, Relationship, Outcomes), and implement proactive risk mitigation playbooks. By providing structured templates for Quarterly Business Reviews (QBRs) and identifying expansion signals within existing accounts, this skill helps organizations maximize Net Revenue Retention (NRR) and move customers from initial implementation to active brand advocacy.

Key Features

01Standardized 8-week onboarding checklist from kickoff to handoff

02Automated QBR templates and value-realization reporting frameworks

03Targeted risk playbooks for low engagement, adoption gaps, and competitor threats

0450 GitHub stars

05Three-pillar health scoring model covering product usage and relationship depth

06Expansion signal detection to identify upsell and cross-sell opportunities

Use Cases

01Calculating churn risk scores and activating intervention plans for red accounts

02Designing and executing a standardized onboarding process for new SaaS customers

03Generating data-driven QBR decks that highlight ROI and future success goals

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add borghei/claude-skills customer-success-manager

For use in Claude.ai and ChatGPT

Download Skill