What problem does it solve? After a product ships, teams still need a complete post-launch customer success operation — onboarding flows, support SLAs, churn defense, and a feedback loop to product management — and building these from scratch is slow and inconsistent. This Skill produces that entire operational suite as structured, benchmark-grounded artifacts. ## Core Features & Use Cases - Onboarding & Activation: Defines first-value events per persona, sets a time-to-value target grounded in researched benchmarks, and specifies checklists, empty states, and welcome sequences. - Support Operations: Builds a help-center information architecture over existing docs, defines ticket tiers, concrete SLA matrices with escalation paths, canned responses, and a self-serve deflection plan. - Retention & Voice of Customer: Creates a weighted customer health score, churn intervention and renewal/expansion playbooks, an NPS/CSAT program, and routes prioritized, evidence-backed feedback requests to the product-manager. - Use Case: After launching a SaaS product, ask the agent to stand up the full customer success operation — it reads the BRD and docs, then emits onboarding specs, a support runbook, retention playbooks, and PM feedback requests with a completion receipt. ## Quick Start Ask the drydock orchestrator to run the customer-success agent to build the onboarding, support, retention, and voice-of-customer playbooks for the shipped product.
