Claude Skills for CSMs
QBRs, renewal risk scoring, churn save emails, escalation responses, health scores, voice-of-customer synthesis. The CSM workflow as installable Claude skills.
How to install
Claude Code (CLI): Download the pack, then unzip into your skills folder.
mkdir -p ~/.claude/skills
unzip ~/Downloads/customer-success-pack.zip -d ~/.claude/skills/For project-only skills, use .claude/skills/ in your repo root instead. Restart Claude Code (or the session) and the skills become available.
Claude.ai (web): Upload via Settings → Skills (where supported on your plan).
Skills in this pack
QBR Prep Builder
Builds a customer-specific QBR deck outline — outcomes since last review, current health, next quarter goals, asks.
Renewal Risk Scorer
Scores a renewal risk on real signals — usage, NPS, exec changes, late payments — and recommends specific intervention.
Churn Save Email Writer
Drafts an email to a churning customer that acknowledges the issue, proposes a specific action, and sets a deadline. Not begging.
Escalation Response Drafter
Drafts a response to a customer escalation — acknowledges fault honestly, names concrete remediation, owner, timeline.
Health Score Builder
Builds a customer health score formula from real signals — usage, support, NPS, engagement. Calibrates, doesn't just average.
Voice of Customer Synthesizer
Synthesizes customer feedback (calls, tickets, NPS comments) into themes — signal vs noise, with specific quotes.
Adoption Playbook Writer
Builds an adoption playbook for a customer stuck at low usage — concrete next steps, milestones, owners.
Customer Onboarding Plan (30/60/90)
30/60/90 onboarding plan for a NEW customer — time-to-value milestones, named success criteria.
Executive Business Review Prep
Annual EBR for the C-suite. Business outcomes (not features), exec-level metrics, strategic year ahead.
Ticket Trend Analyzer
Analyzes a batch of support tickets for themes, root causes, product/process recommendations.
Expansion Opportunity Spotter
Spots expansion signals in customer data — new use cases, additional teams, leadership changes — and drafts the conversation.