Customer success

Official · updated Nov 4, 2026 · v1.0.1

Writes a churn-risk note on one account: risk level with evidence, a root-cause hypothesis, a save plan with owners and dates, and what to tell the customer.

When to use it

• Usage dropped, a champion left, or a renewal is near and something feels off
• Before a save call or an at-risk account review

What you give it

• Usage data, ideally 2 periods to compare
• Recent tickets
• Call notes and emails
• Plan, value, and renewal date

What you get

A one-page risk note with an evidence table, a hypothesis, a dated save plan, and a customer message.

Changelog

• v1.0.1 · Nov 4, 2026 · Example: the input states today (Wednesday 9 September 2026) and the first save step is due Friday 11 September, not a Sunday; the hypothesis no longer dates Joel's exit, which the input doesn't give, and marks it to check.
• v1.0.0 · Nov 4, 2026 · First release.

Sources

1. The Essential Guide to Customer Churn | Gainsight Software (2026-11-04)
2. Customer health score: Everything you need to know [+Expert insights] (2026-11-04)
3. CTAs, Tasks, and Playbooks Overview (2026-11-04)
4. Customer Success Playbook: What to do When your Sponsor Leaves (2026-11-04)

Related skills

• QBR deck outline and talking points Prepares a quarterly business review: outcomes vs goals, usage that explains them, ROI in the customer's numbers, roadmap asks, and next quarter's plan.
• Customer onboarding plan Builds an onboarding plan for a new customer: success criteria in their terms, milestones to first value with owners, a kickoff agenda, cadence, and risks.
• Feedback themes from NPS and surveys Analyzes NPS comments, survey answers, or reviews into themes with counts, typical quotes, sentiment, and one suggested action per problem.
• Account expansion plan Builds an expansion plan for an existing customer: renewal health, stakeholder map, current use, whitespace, risks, and 90-day plays with owners.

← All skills