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Install in OpenClaw
/install cco
Description
Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management.
README (SKILL.md)
Setup
See setup.md for first-time configuration.
When to Use
User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization.
Architecture
~/cco/
├── memory.md # CS metrics, segments, priorities
See memory-template.md for initial structure.
Quick Reference
| Domain | File |
|---|---|
| First-time setup | setup.md |
| Memory structure | memory-template.md |
| Customer health and scoring | health.md |
| Retention and churn prevention | retention.md |
| Expansion and revenue growth | expansion.md |
| Customer success operations | operations.md |
Core Rules
1. Retention Before Acquisition
- Keeping customers is cheaper than finding new ones
- A 5% increase in retention can mean 25%+ profit increase
- Fix churn before scaling growth
2. Proactive Over Reactive
- Reach out before they complain
- Declining engagement predicts churn
- Schedule check-ins, don't wait for problems
3. Value Delivered, Not Activities Logged
- Outcomes matter, not check-ins
- Track customer success, not CSM activity
- If they're not getting value, nothing else matters
4. Segment Ruthlessly
- Not all customers deserve equal attention
- High-touch for enterprise, tech-touch for SMB
- Match resources to revenue potential
5. Expansion is Earned
- Prove value before asking for more
- Timing matters — expand at peak satisfaction
- Cross-sell and upsell follow success, not desperation
6. Health Predicts Everything
- Build a health score that actually predicts churn
- Leading indicators beat lagging ones
- Update models quarterly as patterns change
7. Executive Alignment
- Know the economic buyer, not just the user
- Champions change jobs — build multi-threaded relationships
- Business outcomes trump feature adoption
Metrics Framework
| Metric | Measures |
|---|---|
| GRR | Gross retention — keeping existing revenue |
| NRR | Net retention — expansion minus churn |
| Time to Value | Onboarding effectiveness |
| Health Score | Risk and opportunity prediction |
| Logo Churn | Customer count retention |
Customer Success by Stage
| Stage | Focus |
|---|---|
| Pre-PMF | Founder-led success, manual retention |
| Seed | First CSM hire, basic health signals |
| Series A | CS team structure, segmentation |
| Series B+ | Scaled ops, predictive models, revenue accountability |
Common Traps
- Activity theater — logging calls instead of driving value
- One-size-fits-all — treating enterprise like SMB
- Reactive firefighting — only engaging when things break
- NPS obsession — chasing scores instead of outcomes
- Ignoring product — CS can't fix bad product
Human-in-the-Loop
These decisions require human judgment:
- High-value account save negotiations
- Strategic customer escalations
- Pricing exceptions for renewals
- Executive business reviews
Related Skills
Install with clawhub install \x3Cslug> if user confirms:
ceo— executive leadershipcro— revenue strategycmo— marketing alignmentcxo— experience strategy
Feedback
- If useful:
clawhub star cco - Stay updated:
clawhub sync
Usage Guidance
This skill is an instruction-only CCO advisor and appears coherent with its description. Before installing, consider: 1) The skill will create and use a local file at ~/cco/memory.md to store customer success metrics — review what you store there and avoid placing sensitive customer PII or credentials in that file. 2) The skill can be set to 'proactive' during setup; explicitly decline proactive activation if you don't want the agent to autonomously flag customer health or engage without each human confirmation. 3) If you later connect this guidance to real systems (CRM, analytics, CS platforms), those integrations will require separate credentials — only grant them when you trust the integration and understand the access scope. 4) Because this is instruction-only, there is no external code being installed, but the agent will write files locally as part of normal operation; ensure your environment's file-access policies meet your security requirements.
Capability Analysis
Type: OpenClaw Skill
Name: cco
Version: 1.0.2
The skill bundle is classified as suspicious due to the explicit instruction in `memory-template.md` for the AI agent to execute shell commands (`mkdir -p ~/cco` and `touch ~/cco/memory.md`). While these specific commands are benign and intended for setup, the direct execution of shell commands from a markdown file by the agent represents a shell injection vulnerability. There is no clear evidence of malicious intent such as data exfiltration or persistence, but the presence of this risky capability warrants a 'suspicious' classification.
Capability Assessment
Purpose & Capability
Name/description (Chief Customer Officer guidance) matches the content: playbooks, health scoring, retention, expansion, and templates. No unrelated binaries, env vars, or external credentials are requested.
Instruction Scope
Runtime instructions reference creating and using a local memory file (~/cco/memory.md) and multiple guidance documents. This is within scope for a CCO skill, but it does direct the agent to write/read local files (the memory template) — i.e., it will persist customer-related data locally.
Install Mechanism
No install spec or code is included (instruction-only). No downloads or archives; nothing will be written to disk by an installer beyond what the agent itself does when following the instructions.
Credentials
No environment variables, credentials, or config paths are required. The skill mentions integrations (e.g., Gainsight, Salesforce) but does not request access to those credentials — proportionate to an advisory/template skill.
Persistence & Privilege
The skill persists a memory file in the user's home directory (~/cco/memory.md) to track CS metrics and priorities. always is false and autonomous invocation is not disabled; the setup explicitly asks the user whether to activate proactively, which is appropriate but users should confirm the activation choice.
How to Use
- Make sure OpenClaw is installed (local or Docker)
- Run the install command in chat:
/install cco - After installation, invoke the skill by name or use
/cco - Provide required inputs per the skill's parameter spec and get structured output
Version History
v1.0.2
Added setup flow and memory persistence for tracking CS metrics and priorities.
v1.0.1
Added Core Rules structure and customer success leadership frameworks.
v1.0.0
Initial release
Metadata
Frequently Asked Questions
What is CCO / Chief Customer Officer?
Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management. It is an AI Agent Skill for Claude Code / OpenClaw, with 644 downloads so far.
How do I install CCO / Chief Customer Officer?
Run "/install cco" in the OpenClaw or Claude Code chat to install it in one step — no extra setup required.
Is CCO / Chief Customer Officer free?
Yes, CCO / Chief Customer Officer is completely free (open-source). You can download, install and use it at no cost.
Which platforms does CCO / Chief Customer Officer support?
CCO / Chief Customer Officer is cross-platform and runs anywhere OpenClaw / Claude Code is available (linux, darwin, win32).
Who created CCO / Chief Customer Officer?
It is built and maintained by Iván (@ivangdavila); the current version is v1.0.2.
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