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在 OpenClaw 中安装
/install afrexai-customer-success
功能描述
Complete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan...
使用说明 (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/
安全使用建议
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.
功能分析
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.
能力评估
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.
如何使用
- 确保已安装 OpenClaw（本地或 Docker 部署）
- 在对话框中输入安装命令：
/install afrexai-customer-success - 安装完成后，直接呼叫该 Skill 的名称或使用
/afrexai-customer-success触发 - 根据 Skill 的参数说明提供必要输入，即可获得结构化输出
版本历史
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.
元数据
常见问题
Customer Success Playbook 是什么？
Complete customer success, retention, and expansion revenue system. Use for churn prevention, health scoring, onboarding optimization, QBR preparation, expan... 它是一个面向 Claude Code / OpenClaw 的 AI Agent Skill 插件，目前累计下载 771 次。
如何安装 Customer Success Playbook？
在 OpenClaw 或 Claude Code 对话框中运行命令「/install afrexai-customer-success」即可一键安装，无需额外配置。
Customer Success Playbook 是免费的吗？
是的，Customer Success Playbook 完全免费（开源免费），可自由下载、安装和使用。
Customer Success Playbook 支持哪些平台？
Customer Success Playbook 跨平台运行，可在任意部署了 OpenClaw / Claude Code 的环境中使用（cross-platform）。
谁开发了 Customer Success Playbook？
由 1kalin（@1kalin）开发并维护，当前版本 v1.1.0。
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