Customer Success Playbook
Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.
About this skill
The 'Customer Success Playbook' skill provides a detailed framework for an AI agent to build a robust customer success function for B2B SaaS companies. It systematically walks through the essential stages of customer success, starting with assessing the user's current operational state, including company stage, ARR, customer count, and existing CS team. The skill then instructs the agent to design core elements such as customer lifecycle stages (Onboarding, Adoption, Retention, Expansion, Renewal, Advocacy), build a weighted customer health score model based on product usage, feature breadth, support load, and engagement, and create detailed onboarding checklists to ensure quick time to value (TTFV). Furthermore, it provides a structured template for Quarterly Business Reviews (QBRs) to foster strong customer relationships and outlines strategies for churn prevention and revenue expansion. Users would leverage this skill to quickly establish or optimize their customer success strategies. It acts as a comprehensive consultant, allowing an AI agent to generate tailored playbooks, processes, and templates based on specific business inputs, saving significant time and effort in operationalizing a critical business function.
Best use case
The primary use case for this skill is to empower B2B SaaS companies, especially those in early to growth stages, to establish or significantly refine their customer success operations. Founders, customer success leaders, and product managers will benefit most by leveraging an AI agent to rapidly generate structured playbooks for onboarding, health scoring, churn prevention, and expansion strategies, tailored to their specific business context.
Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.
The user should expect a comprehensive, AI-generated customer success playbook tailored to their B2B SaaS company's stage and needs, complete with actionable strategies for onboarding, health scoring, QBRs, churn prevention, and expansion.
Practical example
Example input
Help me build a customer success playbook for my Series A B2B SaaS company. We have 50 customers, $1M ARR, an ACV of $20k, and no dedicated CS team yet. Our primary churn reason is lack of adoption.
Example output
Based on your input, here's a draft for your Customer Success Playbook: **1. Lifecycle Stages:** - Onboarding: Days 0-30, Owner: Founder/Product, Metric: Time to First Value (<14 days SMB target) - Adoption: Days 30-90, Owner: Founder/Product, Metric: Feature Adoption (e.g., 70% within 60 days) ... **2. Health Score Model (Draft):** - Product Usage (25%): DAU/MAU ratio - Feature Breadth (15%): Features used vs. available - Support Load (15%): Ticket volume and sentiment ... **3. Onboarding Checklist (Weeks 1-4):** - Week 1: Foundation (kickoff call, tech setup, define 3 success outcomes) - Week 2-3: Activation (user training, configure workflows, first quick win) ...
When to use this skill
- Setting up a Customer Success (CS) function from scratch.
- Designing or refining onboarding flows for new customers.
- Building or optimizing customer health score models.
- Preparing structured Quarterly Business Review (QBR) templates and cadences.
When not to use this skill
- When your business is not B2B SaaS (e.g., B2C, e-commerce).
- If your organization already has a highly mature and optimized CS operation with no need for strategic changes.
- When seeking a software tool or platform to manage CS, rather than a strategic playbook.
- If the need is for highly niche CS strategies that deviate significantly from standard B2B SaaS models.
Installation
Claude Code / Cursor / Codex
Manual Installation
- Download SKILL.md from GitHub
- Place it in
.claude/skills/afrexai-customer-success/SKILL.mdinside your project - Restart your AI agent — it will auto-discover the skill
How Customer Success Playbook Compares
| Feature / Agent | Customer Success Playbook | Standard Approach |
|---|---|---|
| Platform Support | Not specified | Limited / Varies |
| Context Awareness | High | Baseline |
| Installation Complexity | easy | N/A |
Frequently Asked Questions
What does this skill do?
Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.
How difficult is it to install?
The installation complexity is rated as easy. You can find the installation instructions above.
Where can I find the source code?
You can find the source code on GitHub using the link provided at the top of the page.
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SKILL.md Source
# Customer Success Playbook Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue. ## When to Use - Setting up a CS function from scratch - Designing onboarding flows for new customers - Building health score models - Preparing QBR templates and cadences - Creating churn intervention playbooks - Planning expansion and upsell motions ## Workflow ### 1. Assess Current State Ask the user: - Company stage (seed, Series A, growth, scale) - Current ARR and customer count - Average contract value (ACV) - Current CS team size (or zero) - Primary churn reasons if known ### 2. Design Lifecycle Stages Map the customer journey: | Stage | Duration | Owner | Key Metric | |-------|----------|-------|------------| | Onboarding | Days 0-30 | CS Lead | Time to First Value | | Adoption | Days 30-90 | CSM | Feature adoption % | | Retention | Ongoing | CSM | Health score, NRR | | Expansion | Trigger-based | CSM + AE | Expansion MRR | | Renewal | T-90 days | CSM | Renewal rate | | Advocacy | Post-renewal | CS Lead | NPS, referrals | ### 3. Build Health Score Weight these signals (0-100 composite): - **Product usage** (25%): DAU/MAU ratio - **Feature breadth** (15%): Features used vs available - **Support load** (15%): Ticket volume and sentiment - **Executive engagement** (15%): Meeting frequency - **Satisfaction** (10%): NPS or CSAT - **Growth signals** (10%): Seat/usage expansion - **Payment** (10%): On-time history Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical. ### 4. Create Onboarding Checklist Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes) Week 2-3: Activation (user training, configure workflows, first quick win) Week 4: Handoff (retrospective, baseline metrics, ongoing cadence) TTFV target: <14 days SMB, <30 days Enterprise. ### 5. QBR Template 45-minute agenda: 1. Results recap with ROI numbers (10 min) 2. Usage insights and underused features (10 min) 3. Roadmap preview — relevant items only (5 min) 4. Their priorities and business changes (15 min) 5. Action items with owners and dates (5 min) Rule: Never present a QBR without a quantified ROI number. ### 6. Churn Prevention Tiers - **Tier 1 (score 60-79)**: Automated nudges, CSM alerted - **Tier 2 (score 40-59)**: Personal outreach within 48h, 30-day recovery plan - **Tier 3 (score <40)**: Executive escalation within 24h, concession options ready Early warnings: usage drop >30%, champion departure, competitor mentions, missed calls. ### 7. Expansion Playbook Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted. | Play | Trigger | Approach | |------|---------|----------| | Seat expansion | >85% utilization | Right-size conversation | | Feature upsell | Repeated workarounds | Demo the real solution | | New department | Champion referral | Joint intro meeting | | Tier upgrade | Hitting plan limits | Show per-user savings | | Multi-year | Healthy + renewal due | Discount for commitment | CSM expansion target: 20-30% of new ARR. NRR target: 110-120%. ### 8. CSM Capacity Model - Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs - Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs - SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs - Self-serve (<$5K): Automated digital-only ### 9. Output Deliverables Generate for the user: - Customer lifecycle map - Health score model with weights - Onboarding checklist (customized to their product) - QBR template and prep checklist - Churn intervention playbook with escalation tiers - Expansion signal list and plays - CSM capacity plan - Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate) ## Key Metrics | Metric | Target | |--------|--------| | Net Revenue Retention | >110% | | Gross Revenue Retention | >90% | | Time to First Value | <14d SMB / <30d Enterprise | | Health Score Coverage | 100% | | QBR Completion | >85% | | NPS | >50 | ## Resources - Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/ - AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/ - Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/
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