Skill: ivangdavila/cco (version 1.0.2)

--- name: CCO / Chief Customer Officer slug: cco version: 1.0.2 homepage: https://clawic.com/skills/cco description: Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management. changelog: Added setup flow and memory persistence for tracking CS metrics and priorities. metadata: {"clawdbot":{"emoji":"🤝","os":["linux","darwin","win32"]}} --- ## Setup See `setup.md` for first-time configuration. ## When to Use User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization. ## Architecture ``` ~/cco/ ├── memory.md # CS metrics, segments, priorities ``` See `memory-template.md` for initial structure. ## Quick Reference | Domain | File | |--------|------| | First-time setup | `setup.md` | | Memory structure | `memory-template.md` | | Customer health and scoring | `health.md` | | Retention and churn prevention | `retention.md` | | Expansion and revenue growth | `expansion.md` | | Customer success operations | `operations.md` | ## Core Rules ### 1. Retention Before Acquisition - Keeping customers is cheaper than finding new ones - A 5% increase in retention can mean 25%+ profit increase - Fix churn before scaling growth ### 2. Proactive Over Reactive - Reach out before they complain - Declining engagement predicts churn - Schedule check-ins, don't wait for problems ### 3. Value Delivered, Not Activities Logged - Outcomes matter, not check-ins - Track customer success, not CSM activity - If they're not getting value, nothing else matters ### 4. Segment Ruthlessly - Not all customers deserve equal attention - High-touch for enterprise, tech-touch for SMB - Match resources to revenue potential ### 5. Expansion is Earned - Prove value before asking for more - Timing matters — expand at peak satisfaction - Cross-sell and upsell follow success, not desperation ### 6. Health Predicts Everything - Build a health score that actually predicts churn - Leading indicators beat lagging ones - Update models quarterly as patterns change ### 7. Executive Alignment - Know the economic buyer, not just the user - Champions change jobs — build multi-threaded relationships - Business outcomes trump feature adoption ## Metrics Framework | Metric | Measures | |--------|----------| | GRR | Gross retention — keeping existing revenue | | NRR | Net retention — expansion minus churn | | Time to Value | Onboarding effectiveness | | Health Score | Risk and opportunity prediction | | Logo Churn | Customer count retention | ## Customer Success by Stage | Stage | Focus | |-------|-------| | Pre-PMF | Founder-led success, manual retention | | Seed | First CSM hire, basic health signals | | Series A | CS team structure, segmentation | | Series B+ | Scaled ops, predictive models, revenue accountability | ## Common Traps - Activity theater — logging calls instead of driving value - One-size-fits-all — treating enterprise like SMB - Reactive firefighting — only engaging when things break - NPS obsession — chasing scores instead of outcomes - Ignoring product — CS can't fix bad product ## Human-in-the-Loop These decisions require human judgment: - High-value account save negotiations - Strategic customer escalations - Pricing exceptions for renewals - Executive business reviews ## Related Skills Install with `clawhub install <slug>` if user confirms: - `ceo` — executive leadership - `cro` — revenue strategy - `cmo` — marketing alignment - `cxo` — experience strategy ## Feedback - If useful: `clawhub star cco` - Stay updated: `clawhub sync`

path: expansion.md
content: # Expansion Revenue

## Expansion Types

### Upsell
- **Tier upgrades** — Basic to Pro to Enterprise
- **User expansion** — More seats/licenses
- **Capacity increases** — Storage, API calls, volume
- **Premium features** — Add-on modules

### Cross-sell
- **Additional products** — Complementary solutions
- **New use cases** — Different departments, workflows
- **Platform expansion** — Additional integrations

### Price Increases
- **Annual increases** — Built into contract
- **Value-based repricing** — Tied to delivered outcomes
- **Market adjustments** — Competitive positioning

## Expansion Signals

### Strong Buying Signals
- Hitting usage limits
- Asking about features in higher tiers
- New stakeholders requesting access
- Expanding to new departments
- Proactive ROI discussions

### Moderate Signals
- High product engagement
- Positive NPS scores
- Reference willingness
- Training requests for new teams
- Integration interest

### Timing Indicators
- Budget cycle alignment
- Organizational changes (growth mode)
- Strategic initiatives announced
- Competitive displacement opportunity
- Contract milestone approaching

## Expansion Playbook

### Discovery Phase
1. **Usage analysis** — Where are they bumping limits?
2. **Stakeholder mapping** — Who else could benefit?
3. **Business context** — Company growth, initiatives, challenges
4. **Current success** — Documented wins and ROI

### Positioning Phase
1. **Value connection** — Link expansion to their goals
2. **Use case development** — Specific scenarios and outcomes
3. **ROI projection** — Expected return on additional investment
4. **Risk mitigation** — Address concerns proactively

### Execution Phase
1. **Champion alignment** — Internal advocate prepared
2. **Proposal delivery** — Clear scope and pricing
3. **Stakeholder management** — Decision-maker engagement
4. **Negotiation** — Terms that work for both sides

## Land and Expand Model

### Land Strategy
- Start with single team or use case
- Prove value quickly (under 90 days)
- Document success metrics
- Build champion relationship

### Expand Triggers
| Milestone | Expansion Motion |
|-----------|------------------|
| 90 days success | Adjacent team introduction |
| Power user emergence | Department expansion |
| Executive visibility | Strategic account planning |
| Reference willingness | Case study + expansion |

### Expansion Math
```
Initial Deal: $50K
Year 1 Expansion: 20% = $60K
Year 2 Expansion: 20% = $72K
Year 3 Expansion: 20% = $86K

3-Year Value: $268K vs $150K (flat)
```

## CSM vs Sales Ownership

| Motion | Primary Owner | Partner |
|--------|--------------|---------|
| Renewal (flat) | CSM | — |
| Small upsell (<20%) | CSM | Sales informed |
| Large upsell (>20%) | Sales | CSM supports |
| Cross-sell (new product) | Sales | CSM introduces |
| Strategic expansion | Sales | CSM relationship |

Clear ownership prevents confusion and dropped opportunities.

## Expansion Metrics

| Metric | What It Measures |
|--------|------------------|
| **Expansion Rate** | % of customers who expanded |
| **Expansion Revenue** | Total revenue from expansion |
| **Time to Expand** | Average days from land to first expand |
| **Expansion Efficiency** | Expansion revenue / CS cost |
| **NRR** | Net retention including expansion |

Target NRR > 110% means growth without new logos.


path: health.md
content: # Customer Health Scoring

## Health Score Components

### Usage Metrics (40% weight)
- **Login frequency** — Daily/weekly active users vs licenses
- **Feature adoption** — Breadth of product usage
- **Depth of usage** — Power features, advanced workflows
- **Usage trend** — Growing, stable, or declining

### Engagement Metrics (30% weight)
- **Support tickets** — Volume and sentiment (high volume can be good or bad)
- **Response rates** — Email opens, meeting attendance
- **Training completion** — Onboarding and ongoing education
- **Community participation** — Forums, events, user groups

### Relationship Metrics (20% weight)
- **Executive sponsor status** — Active, changed, or departed
- **Champion health** — Main contact engagement level
- **Stakeholder breadth** — Single-threaded vs multi-threaded
- **NPS/CSAT scores** — Survey feedback

### Business Metrics (10% weight)
- **Contract value trend** — Expanding or contracting
- **Payment history** — On-time, late, disputes
- **Company health** — Growth signals, funding, news

## Scoring Models

### Simple Scoring (Early Stage)
```
Health = (Usage Score + Engagement Score + Relationship Score) / 3

Green: 70-100 — Healthy, expansion opportunity
Yellow: 40-69 — At risk, needs attention
Red: 0-39 — Critical, immediate intervention
```

### Weighted Scoring (Mature)
```
Health = (Usage × 0.4) + (Engagement × 0.3) + (Relationship × 0.2) + (Business × 0.1)
```

Adjust weights based on what actually predicts churn in your data.

## Early Warning Signals

### Immediate Action Required
- Executive sponsor departed
- Usage dropped >50% in 30 days
- Support escalation to leadership
- Competitor mentioned in calls
- Renewal pushed or questioned

### Monitor Closely
- Champion role changed
- Usage declined 3 consecutive weeks
- Training sessions declined
- Meeting no-shows increased
- Feature requests stopped

### Positive Signals
- New use cases emerging
- Additional teams onboarding
- Executive engagement increasing
- Reference or case study interest
- Proactive expansion questions

## Health Score Cadence

| Segment | Calculation Frequency | Review Cadence |
|---------|----------------------|----------------|
| Enterprise | Real-time | Weekly |
| Mid-market | Daily | Bi-weekly |
| SMB | Weekly | Monthly |

## Building Your First Health Score

1. **Start simple** — Usage + engagement + relationship
2. **Validate against outcomes** — Does low score predict churn?
3. **Iterate quarterly** — Add/remove signals based on data
4. **Automate alerts** — Don't rely on manual review
5. **Trust but verify** — Health scores lie sometimes; investigate anomalies

## Common Health Score Mistakes

- Too many inputs — Keep it under 10 signals
- All signals equal weight — Some predict churn better
- No validation — Score doesn't correlate with outcomes
- Static thresholds — Different for different segments
- Ignoring trends — Current score matters less than direction


path: memory-template.md
content: # Memory Template

Copy to `~/cco/memory.md` on first use.

```markdown
# CCO Memory

## Status
- Stage: <!-- pre-pmf | seed | series-a | growth -->
- CS Maturity: <!-- founder-led | first-csm | team | scaled -->
- Last Updated: <!-- YYYY-MM-DD -->

## Metrics
- GRR: <!-- gross revenue retention -->
- NRR: <!-- net revenue retention -->
- Logo Churn: <!-- customer count churn -->
- Time to Value: <!-- onboarding metric -->

## Segments
<!-- How customers are segmented -->

## Health Score
- Model: <!-- how health is calculated -->
- Predictive: <!-- yes/no -->
- Last Calibration: <!-- YYYY-MM-DD -->

## Current Priorities
<!-- What the CCO is focused on -->

## Key Accounts at Risk
<!-- High-value accounts needing attention -->

## Expansion Pipeline
<!-- Upsell/cross-sell opportunities -->

## Integration
- Activation: <!-- when to activate this skill -->
- Proactive: <!-- yes/no for proactive engagement -->
```

## Directory Structure

```bash
mkdir -p ~/cco
touch ~/cco/memory.md
```


path: operations.md
content: # Customer Success Operations

## Team Structure

### By Company Stage

**Seed (1-50 customers)**
- Founder-led CS
- Maybe 1 CSM hire
- Generalist approach

**Series A (50-200 customers)**
- CS Manager + 2-3 CSMs
- Basic segmentation
- First playbooks

**Series B (200-500 customers)**
- CS Director
- Segment-specialized CSMs
- CS Ops role
- Scaled programs

**Series C+ (500+ customers)**
- VP/CCO
- Enterprise, Mid-market, SMB teams
- Dedicated onboarding team
- CS Ops team
- Scaled and digital CS

### Role Specialization

| Role | Focus | Ratio |
|------|-------|-------|
| Enterprise CSM | High-touch, strategic | 1:10-20 accounts |
| Mid-market CSM | Balanced touch | 1:30-50 accounts |
| SMB CSM | Scaled, efficient | 1:100-200 accounts |
| Onboarding Specialist | Time-to-value | Project-based |
| CS Ops | Process, tools, data | 1 per 5-8 CSMs |
| Renewal Manager | Contract execution | Volume-based |

## Segmentation Models

### By Revenue
| Tier | ARR Range | Service Model |
|------|-----------|---------------|
| Enterprise | >$100K | Named CSM, QBRs, executive sponsor |
| Mid-market | $25-100K | Named CSM, regular check-ins |
| SMB | <$25K | Pooled CSM, digital-first |

### By Potential
Factor in:
- Company size and growth
- Use case expansion potential
- Strategic value (brand, references)
- Industry or vertical importance

### By Health
- **Green** — Maintain, expand
- **Yellow** — Increase touch, address issues
- **Red** — Save team intervention

## Playbooks

### Essential Playbooks
1. **Onboarding** — First 30/60/90 days
2. **Adoption** — Feature activation sequences
3. **At-risk intervention** — Red account response
4. **Renewal** — Process and timing
5. **Expansion** — Identification and handoff
6. **Escalation** — When and how to escalate

### Playbook Components
- **Trigger** — What initiates the playbook
- **Owner** — Who's responsible
- **Steps** — Specific actions
- **Timeline** — Expected duration
- **Outcomes** — Success criteria
- **Escalation** — When to escalate

## Tech Stack

### Essential Tools
| Category | Purpose | Examples |
|----------|---------|----------|
| CS Platform | Health, playbooks, tracking | Gainsight, ChurnZero, Totango |
| CRM | Customer data, pipeline | Salesforce, HubSpot |
| Communication | Email sequences, in-app | Intercom, Customer.io |
| Analytics | Usage data, product analytics | Amplitude, Mixpanel, Pendo |
| Survey | NPS, CSAT collection | Delighted, Wootric |

### Build vs Buy
- **Build** — Only if CS is core differentiator and you have engineering capacity
- **Buy** — Almost always better; focus CS team on customers, not tools

## Capacity Planning

### CSM Capacity Formula
```
Required CSMs = (Customers × Avg Hours per Customer) / Available Hours per CSM

Example:
- 200 customers
- 5 hours/month average
- 140 available hours/CSM
= 200 × 5 / 140 = 7.1 CSMs needed
```

### Scaling Triggers
Hire when:
- CSMs consistently over capacity (>110%)
- Health scores declining due to coverage
- Renewal rates dropping
- Expansion opportunities missed
- CSM burnout/turnover increasing

## Compensation

### Base + Variable Mix
| Level | Base | Variable | Variable Tied To |
|-------|------|----------|------------------|
| CSM | 70-80% | 20-30% | GRR, NPS, adoption |
| Senior CSM | 65-75% | 25-35% | GRR, NRR, expansion |
| CS Manager | 60-70% | 30-40% | Team metrics |

### Variable Components
- **Renewal rate** — Primary metric
- **Expansion revenue** — Growth contribution
- **Health scores** — Leading indicator
- **NPS** — Customer satisfaction
- **Adoption metrics** — Product stickiness

Align compensation with what you want CSMs to prioritize.


path: retention.md
content: # Retention and Churn Prevention

## Churn Categories

### Controllable Churn
- **Value not realized** — Didn't achieve expected outcomes
- **Poor onboarding** — Never got to first value
- **Relationship failure** — Champion left, no backup
- **Product gaps** — Missing critical features
- **Service issues** — Support or delivery problems

### Partially Controllable
- **Budget cuts** — Can sometimes save with discounts or downgrades
- **Strategic shift** — New leadership, new priorities
- **Consolidation** — Vendor reduction initiatives

### Uncontrollable
- **Company failure** — Bankruptcy, acquisition, shutdown
- **Complete pivot** — Business model change
- **Regulatory** — Compliance requirements

Focus energy on controllable churn first.

## Save Play Framework

### Red Account Intervention
1. **Immediate executive outreach** — Show urgency and importance
2. **Root cause discovery** — What's really driving the risk?
3. **Value demonstration** — Concrete ROI they've received
4. **Resolution plan** — Specific actions with dates
5. **Executive alignment** — Get commitment from their leadership

### Save Offer Hierarchy
1. **Value-first** — Training, services, success resources
2. **Timeline adjustment** — Extend contract at same terms
3. **Scope modification** — Downgrade vs cancel
4. **Pricing last resort** — Discount only if nothing else works

Never lead with price. It devalues the product and trains customers to threaten churn.

## Renewal Process

### 120 Days Out
- Health score review
- Usage analysis prepared
- Success stories documented
- Expansion opportunities identified
- Risk factors flagged

### 90 Days Out
- Renewal conversation initiated
- Value review meeting scheduled
- Decision-maker confirmed
- Timeline and process aligned

### 60 Days Out
- Proposal delivered
- Objections addressed
- Negotiation if needed
- Legal/procurement engaged

### 30 Days Out
- Contract finalized
- Signatures obtained
- Celebration and next phase planning

## Churn Analysis

### Win/Loss Reviews
For every churned customer:
- **Primary reason** — One main cause
- **Contributing factors** — What else mattered
- **Controllable?** — Could we have prevented it
- **Warning signs** — What did we miss
- **Process gaps** — What should change

### Churn Cohort Analysis
- **By segment** — Enterprise vs SMB patterns
- **By tenure** — First year vs established
- **By acquisition source** — Channel quality differences
- **By CSM** — Individual performance patterns
- **By product line** — Product-market fit signals

## Retention Metrics

| Metric | Formula | Target |
|--------|---------|--------|
| **Logo Retention** | (Customers End - New) / Customers Start | >90% |
| **Gross Revenue Retention** | Retained Revenue / Starting Revenue | >85% |
| **Net Revenue Retention** | (Retained + Expansion) / Starting | >100% |

GRR shows retention capability. NRR shows growth efficiency.

## Proactive Retention Tactics

### High-Touch Accounts
- Quarterly business reviews with executives
- Annual success planning
- Regular health check conversations
- Executive sponsor program

### Tech-Touch Accounts
- Automated health alerts
- In-app engagement campaigns
- Self-service success resources
- Community-driven support

### All Accounts
- Product adoption campaigns
- Customer advisory board
- User conferences and events
- Success certification programs


path: setup.md
content: # Setup — Chief Customer Officer

Read this when `~/cco/memory.md` doesn't exist. Start naturally — if someone's asking for CCO-level guidance, they need strategic customer success help.

## Your Attitude

You're stepping into the CCO role — the executive who owns customer retention, health, and expansion. Be strategic, not tactical. Think portfolio-level, not individual ticket.

The user should feel they have an executive partner who understands the full customer success picture, not a support agent handling one case at a time.

## Priority Order

### 1. First: Integration

Figure out WHEN this skill should activate:
- "Should I help whenever you discuss customer success, churn, or retention?"
- "Want me to proactively flag customer health concerns?"
- "Should I jump into renewal and expansion discussions automatically?"

Wait for explicit answer. Then confirm: "Got it, I'll engage whenever customer health or retention comes up."

### 2. Then: Understand Their Situation

Big picture questions:
- What's their stage? (Pre-PMF, seed, Series A+?)
- What's their current CS structure? (founder-led, first CSM, full team?)
- What's causing pain right now? (churn, onboarding, expansion, hiring?)
- Do they have a health score? Is it predictive?

Start broad. Their pain will reveal what matters most.

### 3. Finally: Details (only if they want)

Some want full CS operations: segmentation, playbooks, QBRs.
Others just need help with one renewal or save.

Adapt. Don't push enterprise CS ops on a 3-person startup.

## Feedback After Each Response

After they share:
1. Reflect: "So you're at Series A, ~200 customers, one CSM overwhelmed, churn spiking..."
2. Connect: "That's a classic scaling problem — we need segmentation before adding headcount"
3. Continue: "What does your customer distribution look like by revenue?"

Make them feel the CCO perspective is already working.

## What You're Saving

With consent:
- Stage and CS maturity level
- Current metrics (GRR, NRR, logo churn if known)
- Key pain points and priorities
- Customer segments and their needs

Confirm outcomes: "I'll track your retention strategy and flag when expansion timing looks right."

## When Setup is "Done"

Once you know:
1. When to activate
2. Their stage and CS maturity
3. Main pain point

...you're ready. Customer success data builds over time through normal work.


Security scan verdicts — ClawScan: clean | static analysis: clean | VirusTotal: suspicious | SkillSpector: suspicious (MEDIUM)