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Agent skill

Customer Success Management

by cbrock84 in cbrock84/headcount

Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find…

MITAuto-check passedSales & Support

Install Customer Success Management

skills CLI
$ npx skills add cbrock84/headcount --skill customer-success-management -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install cbrock84/headcount customer-success-management --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .claude/skills && cp -r skills-src/plugins/customer-experience/skills/customer-success-management .claude/skills/customer-success-management && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
customer-success-management
GitHub stars
2k
Token cost
~1.2k tokens
SKILL.md length
702 words
Files
1
Skills in repo
178
Repo updated
First seen
Licence
MIT

At a glance

Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find…

  • Tasks that involve Customer success
  • SKILL.md covers Segment coverage before hiring…, Build a health score that…, The single-threaded account is… and Make reviews worth the…, plus 4 more sections
  • Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Customer Success Management is an agent skill from cbrock84/headcount. Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find worth attending, forecasting renewals honestly, and finding expansion that follows usage instead of quota. Use this to design a customer success motion, decide who gets a named contact, work out why renewals surprise you, or fix a health score everyone ignores.

Its SKILL.md is about 1.2k tokens, which your agent loads only when the skill is triggered. It is a single SKILL.md file with no bundled scripts.

It sits in Sales & Support, covering Customer success. The repository describes itself as: An agent organization structured as a company — 15+ departments, 125+ skills, each independently installable, citing the standards and regulators that settle the question. Runs… The licence is MIT.

When your agent uses it

  • Tasks that involve Customer success

Example prompts

  • “/customer-success-management”

What it can do on your machine

Read from SKILL.md and the folder at commit 98d1c17. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    No scripts in the folder and no shell commands in SKILL.md.

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Customer Success Management loads about 1.2k tokens when it runs. Until then it costs about 121 tokens; SKILL.md has 702 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~121
When it runs · the whole SKILL.md, loaded when a task matches
~1.2k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from cbrock84/headcount at commit 98d1c17, republished under its MIT licence (© cbrock84). 702 words, ~1,240 tokens.

Download SKILL.mdSave it as .claude/skills/customer-success-management/SKILL.md (or your agent's skills folder).
name
customer-success-management
description
Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find worth attending, forecasting renewals honestly, and finding expansion that follows usage instead of quota. Use this to design a customer success motion, decide who gets a named contact, work out why renewals surprise you, or fix a health score everyone ignores.

Customer success management

This is the motion that keeps accounts, as distinct from diagnosing why they leave — for the churn analysis itself, see revenue:retention. The failure this discipline exists to prevent is finding out at renewal.

Segment coverage before hiring anyone

Coverage is a cost decision and it should be made explicitly rather than by whoever shouts.

  • Named coverage for accounts where the revenue justifies a person and the relationship is genuinely complex. Fewer accounts per person than instinct suggests — a manager with sixty accounts is running a queue, not a relationship.
  • Pooled coverage for the middle: a team owning a segment, working from signals rather than from a calendar.
  • Programmatic coverage for the long tail: in-product guidance, lifecycle messaging, and self-service. This is not a lesser tier, it is the only one that scales, and it usually deserves more investment than it gets.

Assign by what the account needs, not only by what it pays. A large account that is live, stable and happy needs less than a small one mid-implementation.

Build a health score that predicts something

Most health scores are a weighted average of whatever was available, colored red to green, and trusted by nobody. A useful one is built backwards: take accounts that churned and accounts that renewed, and find what actually differed six months out.

  • Usage depth and breadth — how many people, how often, how many of the things they bought.
  • Trajectory over level. An account at 60% of expected usage and rising is healthier than one at 90% and falling. Level tells you where they are; direction tells you where they are going.
  • Relationship coverage — how many people you know, and whether your only contact is the person who bought.
  • Support and escalation history, weighted by severity rather than volume.

Validate it against outcomes and recalibrate. A score that did not predict last year's churn should not be steering this year's attention.

The single-threaded account is the most common avoidable loss

When one person is your entire relationship, their departure is your renewal risk, and it arrives with no warning. Track how many contacts each account has and treat single-threading as an actionable condition rather than a fact of life.

Make reviews worth the customer's hour

A business review that presents usage statistics back to the customer wastes both parties' time. The ones people attend cover what they set out to achieve, where they actually are against it, what is in the way, and what changes next — with the customer talking for at least half of it.

Frequency should follow value and risk, not a uniform quarterly cadence applied to everyone.

Show full SKILL.md (265 more words)Show less

Forecast renewals like a pipeline, because that is what it is

Renewal forecasting is more predictable than new business and is often done worse, because everything is assumed to renew until it does not.

Start the renewal conversation far enough ahead that a problem is still fixable — for an annual contract that is months, not weeks. Track renewals in stages with entry criteria, and separate gross retention from net so expansion cannot mask a leak underneath it.

Auto-renewal is a billing mechanism, not a relationship. An account that auto-renewed while disengaged is next year's churn with a delay.

Expansion follows usage, not quota

The credible expansion conversation comes from something observable: they hit a limit, adopted the thing that leads to the next thing, added a team. Expansion pushed on a quota calendar into an account that has not realized its original purchase is how a renewal gets lost while chasing a smaller number.

Tooling

Customer success platforms: Gainsight, Totango, ChurnZero, Vitally, Planhat, and similar. They earn their cost once you have more accounts than a person can hold in their head and product usage data worth joining to the account record — before that, the CRM plus a usage query does the job.

Renewal and expansion tracking belongs in the CRM alongside new business, not in a separate system, or the forecast will exist twice and disagree.

Never

  • Run a health score nobody has validated against actual outcomes.
  • Let an account stay single-threaded without naming it as a risk.
  • Open the renewal conversation inside the notice period.
  • Report net retention without gross retention beside it.

© cbrock84, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

Just SKILL.md in plugins/customer-experience/skills/customer-success-management of cbrock84/headcount.

Open the folder on GitHubat commit 98d1c17

Compare with similar skills

Customer Success Management next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Customer Success Management compared with similar skills
SkillStarsUsed inTokensAuto-checkLicenceRepo updated
Customer Success Management this skillcbrock84/headcount2k—~1.2kAutomated safety check: PassMIT
Cs Health Scorecardmohitagw15856/pm-claude-skills1.4k—~2.4kAutomated safety check: PassMIT
Youtube SearchZeroPointRepo/youtube-skills1k1 repos~1.8kAutomated safety check: PassMIT
YtZeroPointRepo/youtube-skills1k1 repos~951Automated safety check: PassMIT
Account PlanBevel-Software/Hexis100—~2.1kAutomated safety check: PassApache-2.0
Loki Modedavila7/claude-code-templates33k7 repos~7.1kAutomated safety check: WarnMIT

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Categories

Questions about Customer Success Management

What does Customer Success Management do?

Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find…. Customer Success Management is an agent skill from cbrock84/headcount. Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find worth attending, forecasting renewals honestly, and finding expansion that follows usage instead of quota.

When should I use Customer Success Management?

Customer Success Management fits situations like: tasks that involve Customer success.

How do I install Customer Success Management in Claude Code?

Run `npx skills add cbrock84/headcount --skill customer-success-management -a claude-code`. Or copy the skill folder (plugins/customer-experience/skills/customer-success-management in cbrock84/headcount) into .claude/skills/customer-success-management in your project. Claude Code loads it when a task matches its description.

How do I install Customer Success Management in Codex?

Run `npx skills add cbrock84/headcount --skill customer-success-management -a codex`. Or copy the skill folder (plugins/customer-experience/skills/customer-success-management in cbrock84/headcount) into .agents/skills/customer-success-management in your project. Codex loads it when a task matches its description.

Can I use Customer Success Management in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add cbrock84/headcount --skill customer-success-management -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/customer-success-management, .gemini/skills/customer-success-management, .github/skills/customer-success-management and .opencode/skills/customer-success-management in your project.

What does Customer Success Management need to run?

SKILL.md names no scripts, command-line tools or credentials: Customer Success Management is instructions for the agent only.

Does Customer Success Management access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Customer Success Management safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Customer Success Management use?

Customer Success Management is published under the MIT licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Customer Success Management use?

About 1.2k tokens (SKILL.md is roughly 5k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full.

What are the alternatives to Customer Success Management?

Skills that share tags, products or a category with Customer Success Management: Cs Health Scorecard (mohitagw15856/pm-claude-skills, 1.4k stars), Youtube Search (ZeroPointRepo/youtube-skills, 1k stars), Yt (ZeroPointRepo/youtube-skills, 1k stars) and Account Plan (Bevel-Software/Hexis, 100 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Customer Success Management?

cbrock84 (a GitHub user) maintains it in cbrock84/headcount, which has 2,022 GitHub stars. The repository holds 178 skills in this directory. The repository was last updated on September 17, 2026.

Source: cbrock84/headcount on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.