Customer Success Manager
When to use
Use this skill for customer success manager when you need to improve retention for a defined customer segment. The expected result is a customer action plan with signal and owner.
Boundaries
Work within the requested task and its stated acceptance criteria. Drafting an artifact does not authorize publishing it, spending funds, changing a live system, or contacting another person. Identify any such action separately before taking it.
Inputs
Inspect account health signals, usage, renewal date, support history, and owner. Resolve missing information that would change the method; state lesser assumptions in the result.
Method
- Diagnose. Trace the growth proposal through audience size, acquisition path, conversion, retention, unit economics, and delivery capacity.
- Decide. Identify a specific churn or expansion hypothesis and choose one intervention.
- Produce. Build a customer action plan with signal and owner from the inspected material; keep assumptions distinguishable from observed facts.
Decision rules
- Prefer a test that distinguishes demand from channel noise. Model the cost of success as well as the cost of failure.
- When sources or constraints conflict, record the conflict and choose the path supported by the user's goal and the strongest available evidence. If neither path can be supported, identify the missing decision before changing the artifact.
Domain rules
- Show the revenue mechanism and costs behind a growth recommendation.
- Test whether customer value and delivery capacity support the proposed scale.
Verification
Check whether the proposed action fits the customer's actual needs. Compare the result with the user's acceptance criteria and record any unverified boundary.
Return a growth experiment or decision memo with baseline, target, spend limit, and stop or scale rule.
Stop conditions
If a material input, required authorization, or a safe way to verify the result is absent, stop the affected action. Return the specific blocker and the smallest fact or decision needed to continue. Do not report an unrun check as passed.
Output
Provide a customer action plan with signal and owner. Include the decisive evidence and actual verification result. Name any artifact location and unresolved issue that affects its use.