Customer Success skills for AI agents

Use this skill when identifying at-risk customers, designing save plays, timing interventions, conducting churn root cause analysis, running churn post-mortems, or distinguishing between involuntary and voluntary churn. Trigger keywords: churn, at-risk, save play, retention, cancel, downsell, churn prevention, win-back, churn analysis, customer loss, attrition.

Use this skill when designing CS team structures, managing book of business assignments, determining CSM-to-account ratios, building tech-touch and high-touch segmentation models, selecting CS tools and platforms, or building CS metrics and reporting frameworks. Trigger keywords: CS ops, CS operations, book of business, CSM ratio, segmentation, tech-touch, high-touch, digital CS, CS platform, Gainsight, ChurnZero, Totango, CS metrics, CS reporting.

Use this skill when building customer advocacy programs, soliciting case studies and references, driving reviews and testimonials, running NPS programs, establishing customer advisory boards, or identifying and nurturing internal champions. Trigger keywords: advocacy, case study, reference, testimonial, review, NPS, advisory board, CAB, champion, ambassador, referral, word of mouth.

Use this skill when designing feedback collection systems, implementing NPS/CSAT/CES surveys, building processes to route customer feedback to product teams, closing the loop with customers on their feedback, or establishing voice of customer programs. Trigger keywords: feedback, NPS, CSAT, CES, survey, voice of customer, VoC, feedback loop, product feedback, feature request, customer insights.

Use this skill when designing or improving customer onboarding programs, defining time-to-first-value milestones, planning kickoff calls, building implementation timelines, or deciding between self-serve and high-touch onboarding models. Trigger keywords: onboarding, implementation, kickoff, time to value, TTV, go-live, activation, welcome, first value, ramp-up.

Use this skill when handling customer escalations, defining severity levels and escalation paths, engaging executive sponsors during crises, applying de-escalation techniques, or planning post-escalation recovery. Trigger keywords: escalation, escalate, severity, P1, P2, critical issue, executive escalation, de-escalation, crisis management, angry customer, customer complaint, incident.

Use this skill when developing upsell and cross-sell strategies, building expansion playbooks, identifying expansion signals in customer behavior, timing the expansion ask, positioning CSMs as revenue drivers, or executing land-and-expand motions. Trigger keywords: expansion, upsell, cross-sell, net revenue retention, NRR, land and expand, upgrade, additional seats, expansion revenue, CSM quota.

Use this skill when building or refining customer health score models, selecting leading indicators for churn or expansion, designing weighted scoring systems, implementing red/yellow/green frameworks, or building predictive churn models. Trigger keywords: health score, health scoring, customer health, leading indicators, churn prediction, risk score, engagement score, usage metrics, red yellow green.

Use this skill when planning or conducting quarterly business reviews, building QBR templates and decks, presenting success metrics to customers, facilitating strategic planning conversations, or engaging executive stakeholders in review meetings. Trigger keywords: QBR, quarterly business review, business review, executive business review, EBR, success review, strategic review, account review.

Use this skill when managing renewal processes, defining renewal timelines and touchpoints, negotiating multi-year deals, handling pricing conversations at renewal, building renewal forecasting models, or designing auto-renewal strategies. Trigger keywords: renewal, renew, contract renewal, renewal rate, renewal forecast, multi-year, auto-renewal, pricing negotiation, renewal playbook, retention.