Agentic Customer Success Skill

Purpose

Create customer success and account management artifacts for CompleteTech LLC agentic development clients. Use this skill to keep communication organized, route messages to verified contacts, track health, prevent missed follow-ups, and identify retention or expansion opportunities.

System Boundary

This skill owns post-contact and post-sale relationship state: contacts, routing, follow-ups, health, renewal, expansion, advocacy planning, and at-risk recovery. Use agentic-delivery-skill for implementation execution records, agentic-email-skill for polished outbound copy, agentic-invoice-skill for billing documents, and agentic-case-study-skill for public or reusable proof after client approval.

Core Workflow

1. Identify the customer situation: onboarding, contact routing, meeting follow-up, missed response, concern, support escalation, post-launch check-in, renewal, expansion, referral/testimonial, stakeholder change, executive update, at-risk account, or offboarding.
2. Gather verified facts: client name, workflow, current stage, contacts, approved email/channel routing, owner roles, open commitments, support items, renewal dates, success criteria, risks, approvals, and next actions.
3. Use references/use-case-decision-table.md to choose the right customer success artifact.
4. Use references/customer-success-positioning.md for CompleteTech LLC language, contact routing, and guardrails.
5. Use references/customer-success-catalog.md for the artifact library.
6. Do not invent client facts, customer sentiment, approvals, renewal intent, testimonials, referrals, email addresses, or business outcomes. Use TBD or open questions when evidence is missing.

Artifact Selection Guide

• New client onboarding: use client-account-profile.
• Unclear contact ownership: use customer-contact-map.
• Choosing which email, role, or channel to use: use approved-contact-routing-guide.
• Capturing a customer conversation: use meeting-notes.
• Preventing missed commitments or responses: use follow-up-tracker.
• Checking account status: use client-health-scorecard.
• Client concern or relationship risk: use relationship-risk-log.
• Renewal planning: use renewal-readiness-review.
• Expansion opportunity: use expansion-opportunity-brief.
• Executive update or scheduled account review: use quarterly-business-review or executive-check-in-brief.
• Support escalation: use support-escalation-summary.
• Asking for customer feedback: use client-satisfaction-survey.
• Referral or testimonial request: use testimonial-referral-request-plan.
• At-risk account: use at-risk-customer-recovery-plan.
• Offboarding or transition: use offboarding-transition-checklist.
• Stakeholder change: use stakeholder-change-note.
• Communication schedule: use communication-cadence-plan.
• Reviewing promised outcomes: use success-criteria-review.
• Post-launch usage/adoption check: use post-launch-adoption-check-in.

When several artifacts fit, choose the one closest to the customer event. Use supporting artifacts only when they clarify ownership, timing, risk, or approval.

Quality Rules

• Use verified contact routing. Billing, support, executive sponsor, technical escalation, delivery owner, security contact, legal/contract contact, and referral/testimonial approver are TBD unless verified.
• Do not send or draft sensitive, billing, legal, executive, support, renewal, testimonial, referral, or at-risk-account communications as final without human review.
• Recommend client approval before publishing testimonials, named case references, referrals, public outcomes, or executive summaries.
• Recommend escalation when a client concern affects trust, scope, timeline, access, billing, security, production reliability, renewal risk, or contractual expectations.
• Separate facts, assumptions, risks, recommendations, and next actions.
• Keep every artifact practical, direct, professional, and implementation-focused.

Resource Guide

• references/customer-success-positioning.md: load for CompleteTech LLC relationship language, routing, and guardrails.
• references/use-case-decision-table.md: load when choosing a customer success artifact.
• references/customer-success-lifecycle.md: load for flow from first contact through renewal, expansion, or offboarding.
• references/customer-success-catalog.md: load for reusable artifact templates.
• references/template-index.json: machine-readable artifact metadata used by the renderer.
• scripts/render_customer_success.py: list customer success artifacts or render a draft with placeholders.

Renderer

python3 scripts/render_customer_success.py --list
python3 scripts/render_customer_success.py --stage relationship --list
python3 scripts/render_customer_success.py --template client-account-profile --var client_name=Acme --var workflow="support triage agent"

Rendered artifacts are drafts. Replace placeholders with verified account, contact, communication, delivery, support, renewal, and approval facts before use.

Rendering to a Branded PDF

Artifacts from this skill are delivered as branded CompleteTech LLC PDF documents, not raw Markdown. The renderer emits the PDF (and prints the Markdown) in one command, using the same reportlab branding engine as the contract skill:

pip install -r requirements.txt
python3 scripts/render_customer_success.py --template client-health-scorecard \
  --out artifact.pdf --png artifact.png \
  --title "Client Health Scorecard & QBR Summary" --doc-type "CUSTOMER SUCCESS — INTERNAL" \
  --subtitle "Account: \x3Cb>Northwind Trading Co.\x3C/b>" --meta "DOCUMENT NO.=CS-2026-0051" --meta "DATE=2026-06-10" \
  --var client_name="Client Name" --var workflow="support triage"

• --no-pdf emits Markdown only (the original behavior); --no-cover drops the cover page.
• Already drafted the Markdown yourself? Render it directly: python3 scripts/render_pdf.py --markdown artifact.md --out artifact.pdf --logo assets/logo.png --title "...".
• The PDF supports a Markdown subset: #/##/### headings, paragraphs, - bullets, tables, > callouts, **bold**, and [PAGE_BREAK]. PDF requires reportlab; the optional --png preview requires pypdfium2 and pillow. See assets/examples/ for a rendered example.

Certificate Receipt Guidance

The skill remains usable without a classroom key. When certificate credit is needed, use scripts/request_receipt.py after the skill run. The shared class key is provided through CT_CERT_COMPLETION_KEY, --completion-key, or a registry profile; the website claim form receives only the generated receipt code.

Receipt requests include this skill ID: agentic-customer-success-skill. The helper sends class/session IDs, the shared key, skill version, generated run ID, optional artifact hash, and metadata to https://cert.complete.tech/api/skill-runs. The student claims the certificate at https://cert.complete.tech/claim with the returned receipt.

Do not print, store, or commit real classroom completion keys.