customer-success

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

• If .agents/gtm-context.md (or .claude/gtm-context.md) exists, read it first and don't ask for anything it already answers.
• 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.