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Install in OpenClaw
/install afrexai-customer-success
Description
Complete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan...
README (SKILL.md)
Customer Success Playbook
Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.
When to Use
- Setting up a CS function from scratch
- Designing onboarding flows for new customers
- Building health score models
- Preparing QBR templates and cadences
- Creating churn intervention playbooks
- Planning expansion and upsell motions
Workflow
1. Assess Current State
Ask the user:
- Company stage (seed, Series A, growth, scale)
- Current ARR and customer count
- Average contract value (ACV)
- Current CS team size (or zero)
- Primary churn reasons if known
2. Design Lifecycle Stages
Map the customer journey:
| Stage | Duration | Owner | Key Metric |
|---|---|---|---|
| Onboarding | Days 0-30 | CS Lead | Time to First Value |
| Adoption | Days 30-90 | CSM | Feature adoption % |
| Retention | Ongoing | CSM | Health score, NRR |
| Expansion | Trigger-based | CSM + AE | Expansion MRR |
| Renewal | T-90 days | CSM | Renewal rate |
| Advocacy | Post-renewal | CS Lead | NPS, referrals |
3. Build Health Score
Weight these signals (0-100 composite):
- Product usage (25%): DAU/MAU ratio
- Feature breadth (15%): Features used vs available
- Support load (15%): Ticket volume and sentiment
- Executive engagement (15%): Meeting frequency
- Satisfaction (10%): NPS or CSAT
- Growth signals (10%): Seat/usage expansion
- Payment (10%): On-time history
Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, \x3C40 critical.
4. Create Onboarding Checklist
Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes) Week 2-3: Activation (user training, configure workflows, first quick win) Week 4: Handoff (retrospective, baseline metrics, ongoing cadence)
TTFV target: \x3C14 days SMB, \x3C30 days Enterprise.
5. QBR Template
45-minute agenda:
- Results recap with ROI numbers (10 min)
- Usage insights and underused features (10 min)
- Roadmap preview — relevant items only (5 min)
- Their priorities and business changes (15 min)
- Action items with owners and dates (5 min)
Rule: Never present a QBR without a quantified ROI number.
6. Churn Prevention Tiers
- Tier 1 (score 60-79): Automated nudges, CSM alerted
- Tier 2 (score 40-59): Personal outreach within 48h, 30-day recovery plan
- Tier 3 (score \x3C40): Executive escalation within 24h, concession options ready
Early warnings: usage drop >30%, champion departure, competitor mentions, missed calls.
7. Expansion Playbook
Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.
| Play | Trigger | Approach |
|---|---|---|
| Seat expansion | >85% utilization | Right-size conversation |
| Feature upsell | Repeated workarounds | Demo the real solution |
| New department | Champion referral | Joint intro meeting |
| Tier upgrade | Hitting plan limits | Show per-user savings |
| Multi-year | Healthy + renewal due | Discount for commitment |
CSM expansion target: 20-30% of new ARR. NRR target: 110-120%.
8. CSM Capacity Model
- Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs
- Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs
- SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs
- Self-serve (\x3C$5K): Automated digital-only
9. Output Deliverables
Generate for the user:
- Customer lifecycle map
- Health score model with weights
- Onboarding checklist (customized to their product)
- QBR template and prep checklist
- Churn intervention playbook with escalation tiers
- Expansion signal list and plays
- CSM capacity plan
- Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)
Key Metrics
| Metric | Target |
|---|---|
| Net Revenue Retention | >110% |
| Gross Revenue Retention | >90% |
| Time to First Value | \x3C14d SMB / \x3C30d Enterprise |
| Health Score Coverage | 100% |
| QBR Completion | >85% |
| NPS | >50 |
Resources
- Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/
- AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/
- Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/
Usage Guidance
This skill is internally consistent and appears to be what it claims: a playbook and templates for Customer Success. Before installing or using it, (1) avoid pasting sensitive customer data into any automated agent prompts; (2) review the external links (afrexai-cto.github.io) before clicking—they may point to paid resources; (3) test the skill with non-sensitive example data to verify outputs; and (4) disable or remove the skill if it later asks for credentials, files, or unexpected network access. If you need higher assurance, ask the publisher for provenance or a contact and confirm the hosted resources are trustworthy.
Capability Analysis
Type: OpenClaw Skill
Name: afrexai-customer-success
Version: 1.1.0
The skill bundle contains standard metadata, a detailed customer success playbook in SKILL.md for the AI agent to follow, and a README.md for human users. The instructions in SKILL.md are purely informational and guide the agent to generate business strategy content. There is no evidence of data exfiltration, malicious execution, persistence mechanisms, or prompt injection attempts designed to subvert the agent's intended function. External URLs listed are for informational resources, not for the agent to interact with in a harmful manner.
Capability Assessment
Purpose & Capability
Name/description match the SKILL.md. All steps (onboarding, health scoring, QBRs, churn playbooks, capacity models) are coherent with a Customer Success playbook and do not require additional system access or credentials.
Instruction Scope
SKILL.md contains only procedural guidance, question prompts for the user, templates, and deliverable lists. It does not instruct the agent to read arbitrary system files, access environment variables, or send data to unexpected endpoints.
Install Mechanism
No install spec and no code files — instruction-only skill. Nothing is downloaded or written to disk by the skill itself.
Credentials
The skill declares no required environment variables, credentials, or config paths; the content likewise does not reference secrets or external auth. Requested outputs (templates, models) are proportional to the stated purpose.
Persistence & Privilege
always is false and model invocation is allowed (platform default). The skill does not request permanent presence, nor does it attempt to modify other skills or system-wide settings.
How to Use
- Make sure OpenClaw is installed (local or Docker)
- Run the install command in chat:
/install afrexai-customer-success - After installation, invoke the skill by name or use
/afrexai-customer-success - Provide required inputs per the skill's parameter spec and get structured output
Version History
v1.1.0
**Customer Success Playbook major update: streamlined guidance, clearer templates, and actionable deliverables.**
- Replaced detailed operational documentation with a step-by-step playbook for building and running Customer Success in B2B SaaS.
- Added clear customer journey mapping, health scoring model, onboarding checklist, and expansion playbook.
- Introduced concise QBR template, churn prevention tiers, and CSM capacity model.
- Output includes ready-to-go deliverables: lifecycle map, scorecard, onboarding plan, churn playbook, and more.
- Metrics and targets table included for quick benchmarking.
- Linked access to industry-specific resources and setup tools.
v1.0.0
Customer Success Engine v1.0.0 – Initial Release
- Launches a comprehensive system for customer success, retention, churn prevention, health scoring, and expansion revenue management.
- Introduces a detailed health scoring model with clearly defined input signals, weights, and actionable health tiers.
- Provides onboarding frameworks, milestone templates, and risk mitigation checklists to accelerate time-to-value.
- Outlines ongoing engagement strategy: tier-based touch cadences, targeted playbooks by health status, and lifecycle email sequences.
- Includes YAML templates for tracking customer health and onboarding success plans.
Metadata
Frequently Asked Questions
What is Customer Success Playbook?
Complete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan... It is an AI Agent Skill for Claude Code / OpenClaw, with 771 downloads so far.
How do I install Customer Success Playbook?
Run "/install afrexai-customer-success" in the OpenClaw or Claude Code chat to install it in one step — no extra setup required.
Is Customer Success Playbook free?
Yes, Customer Success Playbook is completely free (open-source). You can download, install and use it at no cost.
Which platforms does Customer Success Playbook support?
Customer Success Playbook is cross-platform and runs anywhere OpenClaw / Claude Code is available (cross-platform).
Who created Customer Success Playbook?
It is built and maintained by 1kalin (@1kalin); the current version is v1.1.0.
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