stephenrogan
58 verified skills
escalation-brief-writer
Writes structured escalation documents that get the right people to act on a customer issue. Includes the headline, timeline, customer impact, resolution attempts, specific ask, and commercial context. Use when asked to write an escalation brief, document an escalation, prepare an internal escalation report, structure a request for engineering or product help, or when a customer issue needs to be routed to a team that has no context on the account. Also triggers for questions about escalation documentation, internal issue briefs, cross-functional requests, or how to write an escalation that actually gets acted on.
testing
onboarding-plan-builder
Creates a structured customer onboarding plan with phased milestones, success criteria, timeline, and responsibility assignments. Adapts by segment and complexity. Use when asked to build an onboarding plan, structure a customer kickoff, create an implementation timeline, design a go-live plan, or when a new customer needs a clear roadmap from contract signing to value realisation. Also triggers for questions about customer onboarding structure, implementation planning, kickoff preparation, time-to-value planning, or how to set up a new customer for success from day one.
development
business-review-framework
Provides a lighter alternative to a full QBR for mid-market and SMB accounts that need value conversations but do not warrant a formal quarterly business review. Structures a 20-30 minute business check-in with usage highlights, value evidence, and forward-looking discussion. Use when asked to run a business review without a full QBR, structure a lighter customer review, build a mini-QBR, create a business check-in framework, or when an account needs a value conversation but a full QBR would be disproportionate to their size or complexity. Also triggers for questions about business review alternatives, scaled QBR formats, lightweight business reviews, or how to deliver value conversations to mid-market and SMB accounts efficiently.
development
capacity-calculator
Assesses whether a CSM's book of accounts is manageable given the mix of account tiers, health states, upcoming events, and strategic demands. Produces a capacity assessment with overload indicators, rebalancing suggestions, and evidence for headcount conversations. Use when asked to assess workload, evaluate book capacity, determine if a CSM is overloaded, justify additional headcount, plan account distribution, or when a CSM or manager needs to understand whether the portfolio is sustainable. Also triggers for questions about CSM capacity, workload management, account-to-CSM ratios, book balance, portfolio sizing, or when to hire.
testing
check-in-email-drafter
Writes personalised customer check-in emails that do not sound like templates. Calibrates tone by segment, incorporates account-specific context, and always includes a specific question or observation rather than generic outreach. Use when asked to write a check-in email, draft a touchpoint email, compose a proactive outreach, or when a CSM needs to reach out to a customer with something better than "just checking in." Also triggers when someone says "I need to email this customer" or "what should I say to them" or needs a personalised outreach for an account on their cadence.
testing
cs-investment-case-builder
Builds the business case for CS investment -- headcount, tooling, programmes, or operational improvements. Structures the argument in CFO-ready language with ROI projection, risk quantification, and evidence from portfolio data. Use when asked to build a business case for CS resources, justify headcount, make the case for a CS tool, propose a programme investment, or when a CS leader needs to secure budget or approval from finance or executive leadership. Also triggers for questions about CS headcount justification, tooling business cases, CS ROI for leadership, budget requests, or how to make the financial case for investing in customer success.
tools
cs-metrics-explainer
Takes a CS metric and produces a comprehensive explanation including definition, calculation method, industry benchmarks, what drives it, how to influence it, and common misinterpretations. Use when asked to explain a CS metric, understand NRR or GRR, learn about health scoring, define a retention metric, understand what a metric means and how to move it, or when a CSM needs to build commercial and analytical fluency on CS metrics. Also triggers for questions about CS KPIs, metric definitions, benchmark ranges, how metrics are calculated, what good looks like for a specific metric, or how to explain a CS metric to leadership.
development
customer-apology-crafter
Writes genuine, non-corporate apologies after service failures, outages, missed commitments, or other situations where the customer was let down. Provides multiple framing options calibrated to the severity of the failure and the state of the relationship. Use when asked to write an apology email, draft a service failure response, compose a mea culpa, acknowledge a mistake to a customer, or when any situation requires a formal acknowledgement that something went wrong. Also triggers for questions about customer apologies, service recovery communications, trust repair, or handling a situation where the company made a mistake.
development
difficult-conversation-drafter
Prepares talking points and framing for difficult customer conversations including delivering bad news, addressing underperformance, raising pricing concerns, discussing missed commitments, or having an honest conversation about a failing relationship. Use when asked to prepare for a difficult conversation, frame bad news, plan a confrontational discussion, structure a hard conversation, or when a CSM knows a conversation will be uncomfortable and needs to prepare how to navigate it. Also triggers for questions about hard conversations, delivering bad news to customers, uncomfortable customer topics, or how to raise a difficult subject without damaging the relationship.
testing
escalation-decision-framework
Helps a CSM decide whether to escalate an issue, when to escalate, to whom, at what severity, and how to frame it. Distinct from the escalation-brief-writer (which structures the escalation document) -- this skill helps with the judgment call of whether escalation is the right move. Use when asked to decide whether to escalate, determine the right escalation level, assess whether an issue warrants internal attention beyond the CSM, or when a CSM is unsure whether a customer issue is "bad enough" to escalate. Also triggers for questions about escalation judgment, severity assessment, when to involve leadership, whether to escalate or handle it yourself, or how to decide the right escalation level.
development
expansion-opportunity-scorer
Scores expansion readiness for a customer account by assessing adoption depth, value realisation, stakeholder alignment, commercial signals, and timing. Produces a readiness classification with the recommended expansion approach and the specific signal that triggered the assessment. Use when asked to assess expansion potential, evaluate upsell readiness, score an account for growth, determine whether a customer is ready for a commercial conversation about expansion, or when a CSM detects expansion signals and needs to decide whether and how to pursue them. Also triggers for questions about expansion timing, upsell assessment, growth readiness, when to start an expansion conversation, or evaluating whether a customer is ready to buy more.
testing
goal-setting-framework
Structures personal and professional development goals for a CSM using a progression from current capabilities to target role or skill level. Produces measurable milestones with a timeline. Use when asked to set goals, build a development plan, define career objectives, structure professional growth targets, or when a CSM wants to be intentional about their development rather than waiting for opportunities to appear. Also triggers for questions about goal setting, professional development planning, career growth structuring, skill development targets, or how to build a development plan that actually gets followed.
development
handoff-intro-email
Writes the transition email when a customer moves to a new CSM -- the outgoing CSM's introduction of the incoming CSM. Balances reassurance with enthusiasm, provides enough context for the customer without overwhelming them, and positions the incoming CSM for a strong start. Use when asked to write a handoff email, draft a CSM transition introduction, compose a customer reassignment communication, or when any account is changing CSM ownership and the customer needs to be informed. Also triggers for questions about CSM transitions, account handoff communications, customer reassignment emails, or how to introduce a new CSM to a customer.
development
internal-status-update-writer
Compiles account portfolio status into formatted internal updates for leadership, cross-functional teams, or manager reviews. Adapts detail and framing by audience. Use when asked to write a status update, compile a portfolio summary for leadership, create a weekly report for your manager, draft a cross-functional update on key accounts, or when any internal audience needs a structured view of account status. Also triggers for questions about internal reporting, portfolio status updates, manager updates, leadership summaries, or how to communicate account status to internal stakeholders.
development
interview-prep-cs
Structures preparation for CS job interviews at any level -- CSM, Senior CSM, Manager, Director, VP. Identifies likely questions by level, helps build structured answers using the STAR framework with CS-specific examples, and prepares the candidate for case study discussions and strategic questions. Use when asked to prepare for a CS interview, practise interview answers, build a story bank for interviews, prepare for a CS leadership interview, or when someone is interviewing for a role in customer success. Also triggers for questions about CS interview preparation, common CS interview questions, how to structure interview answers, career progression interviews, or preparing for executive-level CS interviews.
development
manager-one-on-one-prep
Prepares structured updates and discussion points for a CSM's manager 1:1. Organises portfolio status, wins, blockers, asks, and development topics into a format that makes the 1:1 productive rather than a status update. Use when asked to prepare for a 1:1, build an agenda for a manager meeting, structure a weekly update for your manager, prepare discussion points for a check-in, or when a CSM wants their 1:1 to be more than "how are your accounts doing." Also triggers for questions about 1:1 preparation, manager meeting agendas, upward communication, how to structure a manager check-in, or making the most of manager time.
development
meeting-agenda-builder
Creates structured meeting agendas with time allocation, talking points, desired outcomes, and participant roles for any CS meeting type. Adapts format by meeting type and audience. Use when asked to build a meeting agenda, structure a customer call, plan a QBR agenda, prepare a kickoff meeting structure, or when a CSM needs to ensure a meeting has a clear purpose and structure before it happens. Also triggers for questions about meeting structure, agenda creation, time allocation for calls, QBR agendas, or how to run an effective customer meeting.
development
multi-threading-playbook
Provides a structured approach to expanding relationships beyond a single contact at a customer account. Identifies target contacts, recommends engagement approaches, and builds a multi-threading strategy to reduce single-thread risk. Use when asked to multi-thread an account, expand relationships at a customer, reduce single-thread risk, build broader stakeholder coverage, develop new contacts, or when a CSM realises they are dependent on one person at a key account. Also triggers for questions about relationship breadth, single-thread risk, stakeholder expansion, going wide at an account, or how to build relationships with people beyond the primary contact.
development
objection-handler
Provides structured response frameworks for common CS objections including pricing challenges, feature gaps, competitive comparisons, adoption resistance, and value questioning. Produces multiple response options calibrated to the relationship context. Use when asked to handle an objection, respond to a customer pushback, prepare for a difficult commercial conversation, address a customer concern about pricing or features, or when a CSM faces pushback and needs a structured approach to responding. Also triggers for questions about objection handling, customer pushback, difficult questions from customers, or preparing responses to common CS challenges.
development
peer-coaching-guide
Structures a coaching conversation between CSMs for peer review of an account situation, strategy brainstorm, or skill development. Provides a framework that makes peer coaching sessions productive and focused rather than unstructured venting. Use when asked to structure a peer coaching session, facilitate an account review between colleagues, build a coaching framework, organise a peer brainstorm, or when two CSMs want to help each other think through a problem. Also triggers for questions about peer coaching, account review sessions, CSM mentoring structures, brainstorm facilitation, or how to make peer conversations more productive.
development
pre-call-prep
Builds a structured pre-call brief from manually provided account context. Produces talking points, questions to ask, risks to address, and a clear call objective. Use when asked to prepare for a customer call, build talking points, create a pre-meeting brief, structure a call agenda, or when a CSM has a call in 30 minutes and needs to walk in prepared. Also triggers for questions about call preparation, meeting readiness, talking point development, or structuring a productive customer conversation.
development
presentation-personaliser
Adapts a generic presentation deck or template to a specific customer account by inserting relevant data, adjusting framing for the audience, and ensuring all references are account-specific. Use when asked to personalise a deck, customise a presentation for a specific customer, adapt a template for a meeting, tailor slides with account data, or when any generic presentation needs to be made specific before a customer interaction. Also triggers for questions about deck customisation, presentation personalisation, template adaptation, or making a generic deck feel account-specific.
testing
pricing-conversation-framework
Structures pricing discussions with customers including renewal pricing, discount requests, price increases, and competitive pricing pressure. Provides frameworks for leading with value, handling objections, and knowing when to concede versus when to hold. Use when asked to prepare for a pricing conversation, handle a discount request, communicate a price increase, respond to competitive pricing, or when any commercial discussion involves pricing. Also triggers for questions about pricing strategy, discount negotiation, price increase communication, commercial conversations, or handling the "it is too expensive" objection.
development
process-audit-worksheet
Walks through auditing any CS process for agent-readiness by classifying each step as requiring human judgment (HUMAN) or suitable for agent execution (AGENT). Quantifies the production vs. judgment split and identifies the highest-value automation opportunities. Use when asked to audit a process, assess agent-readiness, classify workflow steps, evaluate what can be automated, or when a CS leader wants to understand how much of a process could be handled by agents. Also triggers for questions about process automation assessment, agent-human classification, workflow audit, operational efficiency analysis, or the agent-ready process model.
tools
quarterly-planning-builder
Helps a CSM build their quarterly plan with portfolio priorities, measurable targets, focus areas, capacity allocation, and development goals. Produces a structured plan that can be shared with management and reviewed at quarter-end. Use when asked to build a quarterly plan, set Q1-Q4 goals, create a portfolio strategy for the quarter, plan the next 90 days, or when a CSM needs to move from reactive week-to-week management to proactive quarterly strategy. Also triggers for questions about quarterly planning, goal setting for a period, portfolio prioritisation for the quarter, or structuring a 90-day plan.
development
renewal-conversation-opener
Frames the initial renewal conversation by leading with value delivered, transitioning to forward-looking partnership, and anticipating likely objections based on account context. Produces multiple opening approaches calibrated to the account's health, relationship, and commercial situation. Use when asked to prepare for a renewal discussion, draft a renewal email, frame a renewal conversation, open a retention dialogue, or when a CSM needs to move from relationship management to commercial conversation. Also triggers for questions about renewal preparation, retention conversation strategy, renewal email drafting, or how to start the renewal discussion with a customer.
testing
save-play-designer
Creates a structured intervention plan for an at-risk account by identifying the root cause of the risk, designing a targeted response, assigning actions with timelines, and defining what success looks like. Use when asked to build a save play, design a retention intervention, create a rescue plan for an at-risk account, plan a churn prevention strategy, or when an account has been classified as at-risk and needs a dedicated intervention plan. Also triggers for questions about save plays, retention interventions, at-risk account management, churn prevention planning, or how to save a customer who is thinking about leaving.
development
stakeholder-map-builder
Builds a structured map of customer stakeholders with roles, influence levels, engagement status, and relationship strategy per contact. Identifies coverage gaps and single-thread risk. Use when asked to map stakeholders, build an org chart, assess relationship coverage, identify single-thread risk, plan stakeholder engagement, or when a CSM needs to understand who matters at an account and where the relationship gaps are. Also triggers for questions about stakeholder mapping, contact assessment, org chart analysis, relationship coverage, multi-threading assessment, or who to engage at a customer account.
development
stakeholder-research-prep
Prepares structured background research on a customer contact before a first meeting or engagement. Builds a profile including likely priorities, role-specific concerns, engagement approach, and conversation starters based on their title, function, and seniority level. Use when asked to prepare for a first meeting with a new contact, research a stakeholder, build a contact profile, prepare for an executive conversation, or when meeting someone at a customer account for the first time. Also triggers for questions about stakeholder preparation, first meeting research, contact profiling, or executive meeting prep with someone you have not met before.
development
success-plan-creator
Builds a mutual success plan with the customer that defines what success looks like, how it will be measured, who is responsible, and what the timeline is. Produces a shared document that both sides reference throughout the engagement. Use when asked to create a success plan, build a customer outcome framework, define success criteria with a customer, structure mutual goals, or when a CSM needs to align with a customer on what they are trying to achieve together. Also triggers for questions about success planning, outcome definition, customer goal alignment, mutual accountability frameworks, or how to ensure both sides know what success looks like.
development
usage-pattern-interpreter
Takes raw usage data -- even a spreadsheet export or pasted metrics -- and identifies patterns, risks, and opportunities. Translates product analytics into account intelligence a CSM can act on. Use when asked to interpret usage data, analyse product metrics, make sense of a usage report, identify trends in customer behaviour, flag usage-based risks, or when a CSM has data but does not know what it means for the account. Also triggers for questions about usage analysis, product analytics interpretation, behavioural pattern detection, usage-based risk identification, or turning raw metrics into actionable insight.
data-ai
value-narrative-builder
Constructs a compelling value narrative for a customer account by connecting product usage to business outcomes in the customer's language. Produces different versions for different audiences -- the champion, the CFO, the board. Use when asked to build a value story, articulate ROI, create a business case for the customer, prepare value evidence for a renewal or QBR, or when a CSM needs to translate usage metrics into business impact the customer will recognise. Also triggers for questions about value articulation, ROI storytelling, customer business case, value evidence, or how to prove the product is worth the investment.
development
week-planner
Structures the CSM's week based on their portfolio status, upcoming events, overdue items, and strategic priorities. Produces a time-blocked plan that balances reactive demands with proactive account management. Use when asked to plan a week, structure daily priorities, build a weekly schedule, allocate time across accounts, manage a busy week, or when a CSM feels overwhelmed and needs to determine where to focus. Also triggers for questions about time management, weekly planning, account prioritisation for the week, daily priority setting, or how to balance competing demands across a portfolio.
development
renewal-risk-scorer
Assesses renewal risk for a specific account by scoring across multiple dimensions including health, engagement, value evidence, stakeholder coverage, competitive signals, and commercial factors. Produces a risk classification with the primary risk driver and recommended intervention. Use when asked to assess renewal risk, evaluate whether a renewal is safe, score an account's likelihood of renewing, prepare for a renewal pipeline review, or when a CSM needs an objective assessment of whether a renewal is at risk. Also triggers for questions about renewal likelihood, churn risk assessment, retention risk scoring, or predicting whether a customer will renew.
testing
nps-response-analyser
Analyses an NPS score and verbatim response to produce a structured interpretation with recommended follow-up by score band. Goes beyond the number to extract actionable insight from the verbatim and match it to the account context. Use when asked to interpret an NPS response, analyse survey results, determine follow-up for a promoter or detractor, make sense of an NPS verbatim, or when an NPS score arrives and the CSM needs to decide what to do about it. Also triggers for questions about NPS follow-up strategy, survey response interpretation, promoter activation, detractor recovery, or what an NPS score means for a specific account.
development
meeting-outcome-logger
Structures what happened in a customer meeting into a CRM-ready activity record with outcome classification, sentiment assessment, next steps, and follow-up triggers. Bridges the gap between "the meeting happened" and "the system knows what happened." Use when asked to log a meeting outcome, create a CRM activity record, document what happened in a call, classify a meeting result, or when any customer interaction needs to be recorded in a structured format for downstream use. Also triggers for questions about meeting documentation, activity logging, CRM record creation, or structured meeting capture.
development
executive-outreach-drafter
Writes the initial outreach email to a senior stakeholder the CSM has not engaged before -- going high for the first time. Calibrates register, framing, and approach to executive communication standards. Use when asked to write an email to a VP, CRO, CFO, or C-suite contact at a customer account, draft an executive outreach, compose a going-high email, engage a new senior stakeholder, or when the CSM needs to establish a relationship at a level above their primary contacts. Also triggers for questions about executive email drafting, going high strategy, senior stakeholder engagement, or first-time executive outreach.
development
executive-engagement-playbook
Framework for when and how to involve executives -- yours and the customer's -- in the account relationship. Covers timing, framing, preparation, and follow-through for executive engagement at renewal, expansion, escalation, and strategic alignment points. Use when asked about executive engagement strategy, when to go high, how to involve leadership, how to prepare for an executive meeting, or when a situation warrants moving beyond the CSM-level relationship. Also triggers for questions about executive sponsorship, VP-level engagement, C-suite involvement, strategic account elevation, or when leadership involvement could unlock an outcome the CSM cannot achieve alone.
development
executive-briefing-writer
Condenses account context into structured executive summaries of varying depth -- from a 30-second verbal brief to a one-page written summary. Formats for the specific executive audience (your leadership, the customer's leadership, or both). Use when asked to prepare an executive briefing, write an account summary for leadership, create a board-level overview, condense account information for a VP or CRO, or when a CSM needs to brief someone senior quickly. Also triggers for questions about executive summaries, leadership briefings, account snapshots for management, or condensing complex account situations into executive-ready formats.
development
customer-sentiment-decoder
Interprets mixed or contradictory signals from a customer by analysing the gap between what they say, what they do, and what the data shows. Produces a structured interpretation with investigation recommendations. Use when asked to decode customer sentiment, interpret mixed signals, make sense of contradictory behaviour, assess what a customer really thinks, or when a customer's words do not match their actions. Also triggers for questions about reading between the lines, interpreting customer behaviour, understanding contradictory signals, assessing true customer satisfaction, or when something feels off about an account but you cannot pinpoint why.
development
call-summary-generator
Generates a structured post-call summary from raw notes, key observations, or a brain dump of what happened. Organises the chaos into discussion points, decisions, action items, sentiment, and flags. Use when asked to summarise a call, structure meeting notes, organise what happened in a conversation, create a call summary from notes, or when a CSM has raw thoughts from a customer call and needs them structured. Also triggers for questions about call documentation, meeting summarisation, note organisation, or turning a call brain dump into a usable record.
testing
account-swot-analyser
Produces a structured SWOT analysis for a customer account, identifying strengths to leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. Connects each element to specific actions. Use when asked to analyse an account strategically, build a SWOT for a customer, assess an account's position, prepare for a strategic planning session, or when a CSM needs to move beyond operational management to strategic thinking about a key account. Also triggers for questions about strategic account analysis, account positioning, opportunity and risk mapping, or comprehensive account assessment.
development
book-prioritisation
Prioritises a CSM's full book of accounts into action tiers using a weighted scoring model that considers ARR, health, renewal proximity, engagement status, and strategic importance. Produces a ranked list with recommended time allocation. Use when asked to prioritise accounts, rank a portfolio, determine where to focus, triage a book, decide which accounts need attention first, or when a CSM feels overwhelmed and does not know where to start. Also triggers for questions about account prioritisation, portfolio triage, book ranking, time allocation across accounts, or how to decide which accounts matter most this week.
testing
change-management-advisor
Provides a structured framework for helping customers drive internal adoption of your product within their organisation. Addresses resistance, stakeholder alignment, communication strategy, and phased rollout planning from the CSM's perspective as an external advisor. Use when asked to help a customer with change management, advise on internal adoption strategy, address resistance to product adoption, plan a team rollout, or when adoption is stalling not because of the product but because of the customer's organisational readiness. Also triggers for questions about customer change resistance, internal adoption blockers, rollout planning, or how to help customers get their teams to actually use the product.
development
contract-review-assistant
Walks through a customer contract to identify key commercial terms, renewal conditions, pricing structure, auto-renewal clauses, termination requirements, and negotiation leverage points. Produces an annotated summary the CSM can use for renewal preparation. Use when asked to review a contract, identify key terms, find renewal clauses, understand pricing structure, prepare for a commercial negotiation, check termination conditions, or when a CSM needs to understand what the contract actually says before a renewal or expansion conversation. Also triggers for questions about contract terms, commercial conditions, pricing clauses, auto-renewal provisions, termination notice periods, or preparing for a contract negotiation.
development
follow-up-email-writer
Writes post-meeting follow-up emails that reinforce commitments, document decisions, and maintain momentum. Produces a customer-facing email that both parties can reference as the record of what was agreed. Use when asked to write a follow-up email, draft a post-meeting recap, summarise a call in an email, document next steps after a meeting, or when a CSM needs to send a professional recap after any customer interaction. Also triggers for questions about post-meeting communication, follow-up email drafting, commitment documentation, or meeting recap emails.
testing
manual-health-assessment
Guided diagnostic that scores account health through structured questions across five dimensions -- usage, engagement, support, sentiment, and commercial health. Produces a health classification with component breakdown and recommended actions. No automated data required -- the CSM's knowledge is the input. Use when asked to assess account health, evaluate a customer's risk level, score an account without a health scoring system, or when a CSM wants a structured way to evaluate where an account stands. Also triggers for questions about account risk, customer health, or portfolio assessment. The entry point to structured health thinking.
testing
internal-debrief-writer
Generates an internal-only post-meeting summary that includes context a CSM would never share with the customer -- political observations, relationship assessments, competitive intelligence, strategic notes, and honest sentiment reads. Distinct from follow-up emails (customer-facing) and meeting outcome logs (CRM-facing). Use when asked to write an internal debrief, document internal observations from a meeting, create a confidential post-meeting analysis, capture relationship intelligence, or when a CSM needs to record what they actually think happened versus what they would share externally. Also triggers for questions about internal meeting analysis, confidential account observations, political dynamics documentation, or candid post-meeting notes for the team.
testing
territory-transition-planner
Builds a structured 30-60-90 day plan for a CSM taking over a new book of accounts or joining a new team. Prioritises accounts by risk and value, identifies immediate relationship actions, and structures the ramp to full productivity. Use when asked to plan a book transition, create a new CSM onboarding plan, structure a territory takeover, build a 30-60-90 plan for a new role, or when a CSM is inheriting accounts and needs a systematic approach to getting up to speed. Also triggers for questions about account transitions, new book ramp-up, CSM onboarding to a portfolio, territory planning, or how to take over accounts from another CSM.
development
re-engagement-email-writer
Writes outreach to customers who have gone dark -- not responded to recent communications, missed meetings, or disengaged from the product. Differs from a check-in email by acknowledging the silence and offering a specific reason to re-engage rather than asking if everything is fine. Use when asked to write a re-engagement email, reach out to a silent customer, draft an outreach to a customer who has gone dark, break through to an unresponsive contact, or when a no-reply streak indicates the customer has disengaged. Also triggers for questions about customer silence, unresponsive accounts, re-engagement strategy, or breaking through communication barriers.
development
account-strategy-builder
Develops a structured 90-day strategic plan for a key account by defining priorities, setting measurable objectives, mapping stakeholder strategy, and identifying risks and opportunities. Use when asked to build an account strategy, create an account plan, develop a strategic approach for a key account, set quarterly objectives for an account, or when moving from reactive account management to proactive strategic management. Also triggers for questions about account planning, strategic account management, quarterly account objectives, or how to develop a structured plan for a high-value customer.
development
celebration-note-writer
Writes genuine notes celebrating customer milestones, achievements, team successes, or personal events. Avoids corporate platitudes in favour of specific, personal recognition that strengthens the relationship. Use when asked to write a congratulations note, celebrate a customer milestone, acknowledge a personal or professional achievement, mark an anniversary, or when any positive event at a customer account deserves recognition. Also triggers for questions about customer recognition, milestone celebration, relationship-building touches, congratulatory communications, or how to acknowledge customer achievements genuinely.
development
qbr-content-assembler
Builds structured QBR deck content from manually provided account data including usage metrics, health indicators, support history, value evidence, and customer goals. Produces slide-by-slide content organised by segment template. Use when asked to build a QBR deck, prepare quarterly business review content, assemble QBR slides from data, create a customer review presentation, or when a CSM has data and needs it structured for a QBR. Also triggers for questions about QBR preparation, business review content, customer presentation assembly, or quarterly review slide creation.
development
qbr-action-tracker
Tracks and manages action items from QBRs and business reviews without requiring CRM integration. Maintains a structured register of commitments from both sides with owners, deadlines, and status, and generates follow-up reminders. Use when asked to track QBR actions, manage commitments from a business review, follow up on QBR deliverables, build an action item register, or when commitments made in QBRs are not being tracked systematically. Also triggers for questions about QBR follow-through, commitment tracking, action item management, meeting deliverables, or ensuring promises made in business reviews actually get delivered.
development
churn-post-mortem
Structures a post-churn analysis to identify root causes, missed signals, intervention gaps, and systemic lessons. Produces a documented analysis that prevents the same failure pattern from repeating across the portfolio. Use when asked to analyse a churn, conduct a loss review, identify why an account left, build a post-mortem, or when a customer has churned and the CSM needs to understand what happened and what the team should learn from it. Also triggers for questions about churn analysis, loss review, retention failure investigation, or learning from customer departures.
development
action-item-extractor
Extracts commitments, action items, and follow-ups from any unstructured text including call notes, email threads, meeting transcripts, Slack conversations, or internal discussions. Outputs a structured list with owners, deadlines, and priority. Use when asked to pull action items from notes, find commitments in a conversation, extract follow-ups from an email chain, or when a CSM says "what did I commit to in that call?" Also triggers when someone says "what did we agree to," "pull out the next steps," or needs to find buried commitments in a long conversation thread.
data-ai
career-dev-planner
Structures a CS career progression plan from current role to target role by mapping required skills, identifying gaps, defining development milestones, and building a timeline with specific actions. Covers the full CS career ladder from CSM through VP. Use when asked to plan a career path, build a development roadmap, map skills for promotion, structure a career progression plan, or when a CSM wants to be intentional about moving to the next level. Also triggers for questions about CS career progression, promotion readiness, skills for the next level, career planning in customer success, or what it takes to move from CSM to manager to director to VP.
development
competitive-threat-assessor
Evaluates the severity of a competitive threat on a specific account by assessing the evaluation stage, trigger, relationship strength, and switching cost. Produces a threat classification with a response framework. Use when asked to assess a competitive signal, evaluate a competitive threat, determine how serious a competitor situation is, prepare a competitive response, or when a customer has mentioned evaluating alternatives. Also triggers for questions about competitive analysis on a specific account, handling competitor mentions, responding to customer evaluations, or assessing the risk of losing an account to a competitor.
development