What problem does it solve?
Retention claims, CS headcount requests, and customer segmentation changes often reach leadership without rigorous scrutiny, letting vanity NRR metrics hide gross retention leaks and mis-sized CS teams. This Skill applies a Chief Customer Officer's interrogation framework to any plan touching customer experience before it is approved.
Core Features & Use Cases
- Six-Question CCO Framework: Challenges gross retention rate, top churn driver, time-to-value by segment, customer kill list, ARR-per-CSM coverage model, and CS comp plan alignment.
- Retention Decomposition: Separates gross retention from NRR to expose leaky-bucket patterns where expansion masks product failure, using a 7-category churn taxonomy to distinguish preventable from structural churn.
- Coverage and Org Sizing: Evaluates named vs pooled vs tech-touch CS models against ARR-per-CSM benchmarks and identifies the next correct CS hire (CSM, AM, IM, CS Ops, or Customer Marketing).
- Use Case: Before approving a plan to hire five new CSMs, run the review to check whether GRR justifies expansion, whether segmentation is broken, and whether the coverage model matches the customer tiers.
Quick Start
Run /cs:cco-review on your customer success hiring plan to pressure-test the retention assumptions and team sizing before approval.
