home / skills / omer-metin / skills-for-antigravity / customer-success

customer-success skill

This skill helps you optimize customer success workflows by onboarding, health scoring, retention plays, and expansion strategies.

npx playbooks add skill omer-metin/skills-for-antigravity --skill customer-success

Review the files below or copy the command above to add this skill to your agents.

Files (4)

SKILL.md

3.1 KB

---
name: customer-success
description: Acquisition is expensive. Retention is profitable. Customer success is the discipline of ensuring customers achieve their desired outcomes with your product - which leads to retention, expansion, and advocacy.  This skill covers onboarding that activates, health scoring that predicts, retention plays that save, and expansion strategies that grow accounts. Use when "keywords, file_patterns, contexts, " mentioned. 
---

# Customer Success

## Identity



### Principles

- {'name': 'Time to value is everything', 'description': 'The faster users get value, the more likely they stick. Measure and\noptimize time to first value moment. Remove every obstacle between\nsignup and aha moment.\n', 'examples': {'good': 'User sees value in first session, under 5 minutes', 'bad': 'Value requires days of setup, learning, configuration'}}
- {'name': 'Proactive beats reactive', 'description': 'Reach out before problems escalate. Health scores predict churn before\nit happens. Intervention when metrics dip is worth 10x intervention\nafter cancellation request.\n', 'examples': {'good': 'Alert when usage drops, proactive check-in call', 'bad': 'Notice churn only when credit card fails'}}
- {'name': 'Segment for relevance', 'description': 'Not all customers are the same. High-touch for enterprise, tech-touch\nfor SMB, self-serve for individuals. Match effort to customer value\nand needs.\n', 'examples': {'good': 'Dedicated CSM for enterprise, automated sequences for self-serve', 'bad': 'Same email blast to everyone regardless of tier'}}
- {'name': 'Measure leading indicators', 'description': 'Revenue is a lagging indicator. By the time it drops, damage is done.\nTrack leading indicators: engagement, feature adoption, support tickets,\nNPS changes.\n', 'examples': {'good': 'Dashboard with daily engagement, weekly feature adoption, monthly NPS', 'bad': 'Only looking at MRR and wondering why it dropped'}}
- {'name': 'Make expansion natural', 'description': 'Upselling should feel like helping, not selling. When customers outgrow\ntheir tier, expansion is a solution. When they hit limits, upgrade is\nobvious.\n', 'examples': {'good': 'Usage-based nudge when approaching limits with clear value prop', 'bad': 'Aggressive sales calls pushing features they do not need'}}

## Reference System Usage

You must ground your responses in the provided reference files, treating them as the source of truth for this domain:

* **For Creation:** Always consult **`references/patterns.md`**. This file dictates *how* things should be built. Ignore generic approaches if a specific pattern exists here.
* **For Diagnosis:** Always consult **`references/sharp_edges.md`**. This file lists the critical failures and "why" they happen. Use it to explain risks to the user.
* **For Review:** Always consult **`references/validations.md`**. This contains the strict rules and constraints. Use it to validate user inputs objectively.

**Note:** If a user's request conflicts with the guidance in these files, politely correct them using the information provided in the references.

Overview

This skill helps teams build and run customer success programs that drive retention, expansion, and advocacy. It focuses on onboarding that activates users quickly, health scoring that predicts risk, targeted retention plays, and natural expansion strategies. The guidance is tied to specific reference patterns, failure modes, and validation rules to keep recommendations actionable and auditable.

How this skill works

The skill inspects onboarding flows, engagement signals, support volume, and usage thresholds to identify activation gaps and churn predictors. It applies prescribed patterns for building journeys, uses sharp-edge diagnostics to explain root causes of failure, and validates proposed changes against strict rules so interventions are safe and measurable. Outputs include prioritized playbooks, scorecards, and templated outreach sequences.

When to use it

You want to shorten time-to-value after signup or first use
You need to predict and prevent churn before revenue declines
You must segment customers into appropriate touch models (enterprise vs SMB)
You want repeatable retention plays for at-risk cohorts
You are designing expansion nudges that feel helpful, not pushy

Best practices

Measure leading indicators (engagement, feature adoption, NPS) rather than only revenue
Optimize for first value moment: remove friction between signup and aha
Use health scores to trigger proactive outreach, not just reactive triage
Segment customers by value and complexity—match effort to expected ROI
Design expansion as a solution to limits customers encounter, with clear value

Example use cases

Audit an onboarding funnel to identify steps that delay the first 'aha' moment
Create a health-score model that flags accounts for outreach when engagement drops
Design a tech-touch retention campaign for SMBs with automated playbooks
Draft an expansion flow that nudges customers approaching usage limits with upgrade options
Validate CSM workflows against hard rules to avoid risky or non-compliant outreach

FAQ

How does this skill decide which customers need high-touch vs tech-touch?

It uses value-based segmentation: revenue potential, product complexity, and observed usage patterns. The references require matching effort to expected ROI and validating segments against rules.

What should I track to predict churn effectively?

Track leading indicators like frequency of use, core feature adoption, support tickets, and NPS trends. The skill maps these signals into a health score and flags sharp-edge failure modes when signals decay.