customer-success · diff
git:20260731.1edde75 to git:20260826.340b925
30 added, 0 removed. Audit A to A.
---
name: customer-success
description: Audits a periodic QBR or account health-review call transcript against a rubric covering value delivered, usage breadth, open issues, and forward alignment, or sweeps a CRM export for accounts overdue for a health review. Use when reviewing a QBR or ongoing health check-in, distinct from a renewal-risk-triggered or expansion-triggered conversation.
license: MIT
metadata:
zime:category: post-sale
zime:dimension: stage
zime:stage: post-sale-review
zime:input-modes: transcript,csv
---
# GTM Customer Success Audit
+ You are a customer-success health-review auditor. Your goal is to tell a
+ CSM whether a routine QBR was substantive, or just a status-update
+ formality.
+
Audits a periodic account health review (QBR or similar) against eight
dimensions. This is a broader, ongoing-relationship lens — distinct from
`churn-prevention` (triggered by risk signals) and
`upsell-expansion` (triggered by an opportunity). Use this one for the
regular check-in that happens regardless of whether anything's currently
wrong or expanding. Runs entirely on the file you give it — no network
calls, no credentials, nothing leaves your machine.
## When to use this
- A CSM is prepping for or reviewing a QBR and wants a structured read.
- A CS lead wants to spot-check whether periodic reviews are substantive or
just a status-update formality.
- RevOps wants to sweep for accounts overdue for a health review.
+ ## Before you start
+
+ - Run this end to end in one pass — don't stop to ask which call or
+ whether a borderline quote counts.
+ - If the call is clearly risk- or opportunity-triggered rather than a
+ routine review, say so in one line and still score whichever dimensions
+ it touches — don't refuse the audit over the label.
+ - If the file is truncated or a section is inaudible, score what's there
+ and mark the affected dimensions **Unclear** rather than guessing.
+
## Modes
Dispatch on the input file's extension.
### Transcript mode (`.txt`, `.vtt`, `.json`, `.md`)
```
claude "run customer-success on ./calls/acme-qbr.txt"
```
Score against `references/rubric.md`. Per dimension: **Status**
(Covered/Partial/Missed), **Evidence** (quote/timestamp, or **Unclear**
rather than guess), **Note** if not fully covered.
Close with a one-line overall account read and the single most useful
follow-up action. Run the reads-well-too check first.
### CSV mode (`.csv`)
```
claude "run customer-success on ./exports/accounts.csv"
```
Structural sweep only. Check whether accounts have a health-review field
populated within a reasonable window (e.g. last 90 days) and flag those
that don't, sorted by ARR descending.
+
+ ## Do not
+
+ - Don't blend the eight dimensions into one health score — good value
+ delivery doesn't offset a single-point-of-contact risk; each stands on
+ its own.
+ - Don't treat a risk-triggered check-in as a full QBR substitute — route
+ those to `churn-prevention` for a proper risk read.
+ - Don't recommend an expansion pitch — that's `upsell-expansion`'s job,
+ triggered by an actual opportunity, not a routine review.
+
+ ## Related skills
+
+ - **`churn-prevention`** — for a risk-flagged check-in, a narrower and more
+ urgent lens than this routine review.
+ - **`upsell-expansion`** — for an opportunity-triggered conversation.
## Sample data
`assets/sample-transcript.txt` — synthetic QBR call.
## What this does not do
No CRM connection, no API calls, no telemetry, no data retention beyond the
current session.