Customer Success

EXEC OUTPUT: A compelling customer success story in three formats — a short quote, a one-page written case study, and a 5-minute video script. PROMPT: You are a CS professional and storyteller who captures and packages customer wins into compelling stories that drive new business. Help me build a customer success story. CUSTOMER DETAILS: - Company: {{company_name}} (or anonymized: 'a leading [industry] company') - Contact: {{contact_name_title}} (for quote attribution) - Their situation before: {{before_situation}} - Why they chose us: {{why_us}} - What they implemented: {{implementation}} - Results achieved: {{results}} (Specific metrics) - Time to results: {{time_to_results}} - Their words: {{customer_quote_or_paraphrase}} Build: 1. SHORT QUOTE (for website or sales deck) - 1–2 sentence compelling quote - Attribution line - The single most impressive number 2. ONE-PAGE WRITTEN CASE STUDY - Headline: [Company] + [Key Result] - Challenge (2–3 sentences) - Solution (2–3 sentences) - Results (bullet points with metrics) - Customer quote - About the company (2 sentences) 3. VIDEO SCRIPT (5 minutes / ~750 words) - Opening hook: The result, stated boldly - Background: Who is this company and what did they struggle with? - Discovery: How they found us and what they were looking for - Implementation: What the journey looked like - Results: What changed and by how much - Looking ahead: Where they're going next - Closing: The quote that ties it all together 4. DISTRIBUTION PLAN - Where to use each format - How to share with sales for deal acceleration

EXEC OUTPUT: A CS-Sales alignment framework with shared metrics, handoff SLAs, collaborative account planning process, and escalation protocols. PROMPT: You are a CS or Revenue Operations leader who bridges the gap between Customer Success and Sales to drive NRR. Build a CS and Sales alignment playbook. CONTEXT: - CS team size: {{cs_team_size}} - Sales team size: {{sales_team_size}} - Current alignment gaps: {{alignment_gaps}} - Who owns renewal: {{renewal_owner}} - Who owns expansion: {{expansion_owner}} - Current handoff SLA: {{current_handoff_sla}} - CRM used: {{crm}} Build: 1. SHARED REVENUE FRAMEWORK - Metrics both teams are accountable for - How CS contributes to revenue (NRR, expansion, pipeline) - How Sales supports CS (clean handoffs, realistic expectations) 2. HANDOFF SLA AND STANDARDS - What Sales must deliver at handoff - What CS must acknowledge within [X] hours - Escalation if handoff is incomplete 3. ACCOUNT PLANNING PROCESS - Quarterly joint account reviews (CS + Sales) - Expansion opportunity identification process - Who leads vs. who supports each motion 4. COMMUNICATION PROTOCOLS - How CS flags expansion opportunities to Sales - How Sales communicates deal context to CS - Joint Slack/Teams channel structure - Weekly syncs: agenda template 5. CONFLICT RESOLUTION - What to do when CS and Sales disagree on account strategy - Escalation path - How to avoid the 'who owns this?' problem 6. JOINT METRICS SCORECARD - Metrics both teams review together - Cadence for joint review - How to celebrate wins together

EXEC OUTPUT: A time-to-value optimization plan with current state assessment, bottleneck analysis, redesigned onboarding milestones, and expected impact on retention and NRR. PROMPT: You are a CS leader who obsesses over getting customers to their first meaningful value moment as fast as possible. Help me reduce time to first value (TTFV) for new customers. CONTEXT: - Product: {{product_name}} - Current average TTFV: {{current_ttfv}} - Target TTFV: {{target_ttfv}} - Definition of 'first value': {{value_definition}} - Current onboarding process: {{current_process}} - Biggest TTFV bottleneck: {{bottleneck}} - Customer profile: {{customer_profile}} Build: 1. CURRENT STATE ASSESSMENT - Step-by-step current onboarding journey - Time spent at each step - Where customers get stuck or drop off 2. BOTTLENECK ANALYSIS - What causes delays in reaching first value - Customer-side delays vs. our-side delays - Technical vs. process vs. adoption delays 3. REDESIGNED ONBOARDING MILESTONES - First login: Target day [X] - First key action completed: Target day [X] - First value moment achieved: Target day [X] - Full adoption: Target day [X] 4. QUICK WIN INTERVENTIONS - What can be removed from onboarding entirely - What can be automated - What requires a human touch and when 5. TRACKING AND MEASUREMENT - How to measure TTFV consistently - Leading indicators that predict fast vs. slow TTFV - How to segment TTFV by customer profile 6. EXPECTED IMPACT - How TTFV improvement correlates with retention - Expected NRR impact - How to present the case to leadership

EXEC OUTPUT: A LinkedIn presence strategy with profile optimization checklist, content calendar, and engagement framework to grow as a CS thought leader. PROMPT: You are a personal branding coach who specializes in helping Customer Success professionals stand out on LinkedIn. Help me build my personal brand as a CS professional. MY CONTEXT: - Current role: {{current_role}} - Years of CS experience: {{years_experience}} - Industry/niche expertise: {{expertise}} - Career goal: {{career_goal}} (Promotion / new role / thought leadership / speaking) - Current LinkedIn followers: {{followers}} - How often I currently post: {{posting_frequency}} - Biggest fear about posting: {{fear}} Build: 1. PERSONAL BRAND POSITIONING - My unique angle in the CS space - Target audience for my content - One-sentence personal brand statement 2. LINKEDIN PROFILE OPTIMIZATION - Headline formula: [Role] | [Outcome I drive] | [Who I help] - About section: 3-paragraph structure - Featured section: What to showcase - Skills: Top 5 to prioritize 3. CONTENT PILLARS (3–4 topics to own) - Pillar 1: [CS best practice or methodology] - Pillar 2: [Industry insight or trend] - Pillar 3: [Personal story or career lesson] - Pillar 4: [Tool or framework I use] 4. CONTENT CALENDAR (30 days) - Week 1–4: 3 posts per week, topics and formats - Mix: Text posts / carousels / short videos / polls 5. ENGAGEMENT STRATEGY - How to comment on others' posts to build visibility - Who to follow and engage with - How to build relationships with CS leaders

EXEC OUTPUT: A win-back campaign with segmentation, personalized outreach sequences, incentive framework, and success criteria. PROMPT: You are a CS and marketing leader who designs win-back campaigns that re-engage churned customers at the right moment. Build a customer win-back campaign. CONTEXT: - Total churned customers (last 12 months): {{churned_count}} - ARR lost: {{churned_arr}} - Churn reasons: {{churn_reasons}} - Time since churn: {{time_since_churn}} - What's changed in our product since they left: {{product_improvements}} - Target win-back segment: {{target_segment}} - Win-back offer available: {{winback_offer}} Build: 1. WIN-BACK SEGMENTATION - Segment A: Churned due to product gap (now fixed) - Segment B: Churned due to price - Segment C: Churned due to relationship issues - Segment D: Churned due to business change - Which to prioritize and why 2. OUTREACH SEQUENCES (3 touches per segment) For each segment: - Touch 1 (Email): Acknowledge the past, share what's new - Touch 2 (Phone/Voicemail): Personal outreach from CSM or senior leader - Touch 3 (Email): Final offer with clear CTA - Subject lines and copy for each touch 3. WIN-BACK OFFER FRAMEWORK - What to offer (discount / free month / premium tier trial) - How to frame the offer - What NOT to offer (avoid training bad habits) 4. CONVERSATION GUIDE - How to open a win-back call - How to address why they left - How to present what's changed 5. MEASUREMENT - Win-back rate target - ARR recovered target - Time-to-close a win-back deal

EXEC OUTPUT: A tech stack evaluation framework with requirements definition, vendor scoring matrix, and implementation roadmap. PROMPT: You are a CS Operations leader who selects and implements technology that makes CS teams more effective and scalable. Help me evaluate and select CS technology. CONTEXT: - CS team size: {{team_size}} - Customer count: {{customer_count}} - Current tools: {{current_tools}} - Biggest operational pain: {{operational_pain}} - Budget range: {{budget}} - Integration requirements: {{integration_requirements}} - Timeline to implement: {{implementation_timeline}} Build: 1. REQUIREMENTS DEFINITION - Must-have capabilities - Nice-to-have capabilities - Integration requirements - Data requirements - User experience requirements for CSMs 2. EVALUATION CRITERIA MATRIX | Criteria | Weight | Vendor A | Vendor B | Vendor C | - Health scoring - Playbook automation - Reporting and analytics - CRM integration - Ease of use - Implementation effort - Pricing model - Customer support quality - Roadmap and innovation 3. VENDOR SHORTLIST GUIDE - CS platforms to evaluate: (Gainsight / Totango / ChurnZero / Planhat / Vitally / HubSpot CS) - Key differentiators between top options - Questions to ask each vendor 4. IMPLEMENTATION CONSIDERATIONS - Data migration plan - CSM adoption and change management - Phased rollout recommendation 5. TOTAL COST OF OWNERSHIP - License cost - Implementation cost - Ongoing admin cost - Opportunity cost of not having it 6. DECISION FRAMEWORK - How to build the internal business case - Who needs to approve - Timeline from evaluation to go-live

EXEC OUTPUT: A CSAT survey design, scoring methodology, response analysis framework, and improvement action plan. PROMPT: You are a Customer Experience Manager who uses CSAT data to continuously improve service quality. Design a CSAT survey program and analysis framework. CONTEXT: - Product/service: {{product_name}} - Survey touchpoints: {{touchpoints}} (Post-onboarding / post-support / post-QBR / quarterly pulse) - Current CSAT score: {{current_csat}} - Target CSAT score: {{target_csat}} - Response rate: {{response_rate}} - Survey tool: {{survey_tool}} - Team reviewing results: {{review_team}} Build: 1. SURVEY DESIGN - Core CSAT question: 'How satisfied were you with [X]?' (1–5 scale) - Follow-up question options: - What did we do well? - What could we improve? - Net effort score question - Length: Maximum 3 questions - Timing and delivery recommendations 2. SEGMENTATION - How to break down CSAT by: - Customer tier - Product area - Support category - CSM 3. SCORING AND BENCHMARKING - How to calculate CSAT % - Industry benchmarks by category - Internal trending targets 4. RESPONSE ANALYSIS FRAMEWORK - Categorize open-text responses by theme - Identify top drivers of high and low scores - Monthly review process 5. ACTION PLAN - How to respond to low CSAT scores within 48 hours - How to use CSAT data in team performance reviews - How to share insights with Product and CS leadership 6. CLOSING THE LOOP - Response template for low CSAT - How to turn a negative experience into a recovery win

EXEC OUTPUT: A community strategy with platform selection, content programming, moderation model, and 90-day launch plan. PROMPT: You are a CS leader who uses community to scale customer engagement, reduce support load, and increase retention. Build a customer community strategy. CONTEXT: - Product: {{product_name}} - Customer base size: {{customer_count}} - Current community: {{current_community}} (None / Forum / Slack / Other) - Team available to run it: {{community_team}} - Budget: {{budget}} - Primary goal: {{primary_goal}} (Support deflection / product adoption / advocacy / retention) Build: 1. COMMUNITY STRATEGY - Why community and how it supports business goals - Which customers to start with - Community value proposition for customers 2. PLATFORM SELECTION - Option A: Slack or Teams community — pros/cons - Option B: Dedicated community platform (Discourse, Higher Logic, Khoros) — pros/cons - Option C: LinkedIn Group — pros/cons - Recommendation based on context 3. CONTENT PROGRAMMING - Launch content calendar (first 30 days) - Recurring content types: tips, AMAs, product updates, customer spotlights - How to encourage member-generated content 4. MODERATION AND GOVERNANCE - Community guidelines - Moderation team structure - How to handle negative posts or criticism 5. LAUNCH PLAN (90 days) - Day 1–30: Soft launch with champions - Day 31–60: Broader invite and content ramp - Day 61–90: First community event or AMA 6. SUCCESS METRICS - Active members - Posts per week - Support deflection rate - Member NPS - Renewal rate of community members vs. non-members

EXEC OUTPUT: An executive sponsor program framework with pairing criteria, engagement cadence, sponsor briefing templates, and success metrics. PROMPT: You are a VP of Customer Success or Enterprise CS leader who uses executive sponsor programs to cement strategic partnerships at key accounts. Design an executive sponsor program. CONTEXT: - Target accounts for the program: {{target_account_criteria}} - Number of target accounts: {{target_account_count}} - Available internal executives: {{internal_exec_count_and_titles}} - Customer exec levels targeted: {{target_exec_titles}} - Current executive engagement: {{current_exec_engagement}} Build: 1. PROGRAM DESIGN - Which accounts qualify for exec sponsorship - How to select the right internal exec for each account - Commitment required from internal execs 2. SPONSOR PAIRING CRITERIA - Account ARR or strategic value - Industry or functional alignment - Relationship history - Growth potential 3. EXEC SPONSOR RESPONSIBILITIES - Quarterly executive business review participation - Ad-hoc escalation support - Executive networking (events, dinners) - Internal advocacy for the customer 4. ENGAGEMENT CADENCE - Quarterly touch: Executive briefing or QBR - Semi-annual: Strategic alignment call - Annual: Executive summit or advisory board 5. EXEC SPONSOR BRIEFING TEMPLATE - What the exec needs to know before each interaction - Talking points by account situation - What NOT to say 6. PROGRAM METRICS - Number of exec-sponsored accounts - Retention rate vs. non-sponsored accounts - NPS of exec-sponsored accounts - Expansion revenue from sponsored accounts

EXEC OUTPUT: A 5-stage customer maturity model with criteria for each stage, CSM actions per stage, and progression triggers. PROMPT: You are a Senior CSM or CS leader who uses maturity models to systematically move customers up the adoption curve. Build a customer maturity model for your product. CONTEXT: - Product: {{product_name}} - Key use cases: {{key_use_cases}} - Typical customer journey: {{journey_description}} - Adoption metrics available: {{adoption_metrics}} - Time to full adoption (typical): {{time_to_adoption}} Build: 1. MATURITY STAGES (5 levels) - Stage 1: Activated (set up, first login, basic configuration) - Stage 2: Adopting (core use case in use, team using regularly) - Stage 3: Proficient (key features adopted, measurable ROI) - Stage 4: Advanced (full feature adoption, integrated workflows) - Stage 5: Champion (advocacy, expansion, reference-ready) 2. CRITERIA FOR EACH STAGE - Quantitative: Usage metrics, feature adoption % - Qualitative: Feedback, engagement, champion presence 3. CSM ACTIONS BY STAGE - How to move customer from Stage 1 → 2 - How to move from Stage 2 → 3 - And so on through Stage 5 4. STUCK-STAGE PLAYBOOK - Signs a customer is stuck at a stage - Why they might be stuck (common blockers) - Intervention actions 5. MEASURING PROGRESSION - How to track stage in CRM/CS platform - Distribution across your book (how healthy is it?) - Correlation between stage and renewal/expansion rate

EXEC OUTPUT: A product feedback loop design with capture methods, routing rules, prioritization criteria, and a closed-loop communication process. PROMPT: You are a CS Operations leader who builds systems that make sure customer product feedback actually reaches the product team and gets acted on. Build a customer product feedback loop. CONTEXT: - Product: {{product_name}} - CS team size: {{cs_team_size}} - Product team contact: {{product_contact}} - Current feedback process: {{current_process}} - Biggest gap: {{biggest_gap}} - Tools available: {{tools}} (Productboard / Jira / Salesforce / Gainsight / etc.) Build: 1. FEEDBACK CAPTURE METHODS - In-product feedback (NPS, in-app surveys) - CSM-sourced feedback (call notes, email) - Support ticket analysis - Customer interview programs - Advisory board input 2. FEEDBACK CATEGORIZATION - Feature request - Bug report - UX improvement - Performance issue - Integration request - How to tag and categorize consistently 3. ROUTING RULES - Who receives each type of feedback - SLA for acknowledgment by product team - How to handle duplicate requests 4. PRIORITIZATION FRAMEWORK - Volume (how many customers request this) - ARR impact (what ARR is asking for this) - Strategic alignment (does this fit the roadmap) - Effort vs. impact scoring 5. CLOSED-LOOP COMMUNICATION - How to notify CSMs when feedback is actioned - How CSMs communicate back to customers - Customer-facing roadmap communication template 6. METRICS - Feedback submitted per month - Feedback-to-product-action rate - Time from feedback to product decision

EXEC OUTPUT: A structured 90-day onboarding plan for a new CSM with milestones, learning objectives, shadowing schedule, and first book of business criteria. PROMPT: You are a CS Director or Enablement Manager who onboards new CSMs to be productive and confident quickly. Build a 30-60-90 day ramp plan for a new Customer Success Manager. CONTEXT: - New hire name: {{name}} - Role: {{role_title}} - Segment: {{segment}} (SMB / Mid-market / Enterprise) - Start date: {{start_date}} - Manager: {{manager_name}} - Team they're joining: {{team_context}} - Tools they'll use: {{tools}} Build: DAYS 1–30: LEARN - Week 1: Company, product, and team orientation - Week 2: Product deep-dive and shadowing - Week 3: CS process, tools, and playbooks - Week 4: First customer introductions and co-pilot calls MILESTONES AT 30 DAYS: - Product certification complete - Shadowed 5+ customer calls - CRM and CS platform setup - First book of business accounts reviewed DAYS 31–60: BUILD - Own 25% of book of business - First QBR or check-in call completed independently - First renewal or expansion conversation coached - Manager 1:1 cadence established MILESTONES AT 60 DAYS: - [Number] accounts fully owned - First at-risk account identified and plan created - NPS response handled independently DAYS 61–90: PERFORM - Full book of business ownership - First QBR run independently - Contributing to team playbooks - First renewal closed MILESTONES AT 90 DAYS: - 100% of book owned - Health scores assessed for all accounts - Performance metrics established

EXEC OUTPUT: A reusable team meeting structure with agenda templates, facilitation tips, and a follow-through framework. PROMPT: You are a CS Director or Manager who runs meetings that are focused, energizing, and drive real accountability. Build a CS team meeting agenda and facilitation guide. CONTEXT: - Team size: {{team_size}} - Meeting type: {{meeting_type}} (Weekly team meeting / Monthly all-hands / Pipeline review / QBR prep) - Duration: {{duration}} - Current meeting challenge: {{challenge}} (Too long / no follow-through / people are disengaged / no accountability) Build: 1. MEETING DESIGN PRINCIPLES - What makes a great CS team meeting - What kills meetings (avoid list) - Prep required from attendees 2. WEEKLY TEAM MEETING AGENDA (45 minutes) - 0:00–5:00: Wins and recognition - 5:00–15:00: Pipeline and renewals at-risk (rotating spotlight) - 15:00–30:00: One topic deep-dive (rotating presenter) - 30:00–40:00: Product and cross-team updates - 40:00–45:00: Action items and accountability 3. FACILITATION GUIDE - How to open the meeting with energy - How to handle one person dominating - How to surface problems without blaming - How to close with clear action items 4. ACCOUNTABILITY FRAMEWORK - How to track action items between meetings - Shared team board template - How to review last week's actions at the start of next week 5. MEETING HEALTH CHECK - Monthly self-assessment: Is this meeting working? - 3 questions to ask the team - How to evolve the format

EXEC OUTPUT: A set of conversation frameworks and scripts for the 5 most challenging CSM conversations, with tone guidance and follow-up plans. PROMPT: You are a Senior CSM and communication coach who helps CSMs handle uncomfortable conversations without damaging relationships. Build a difficult customer conversation playbook. CONTEXT: - Your role: {{role_title}} - Company/product: {{company_name}} - Most common difficult conversations in your role: {{common_difficult_conversations}} Build scripts and frameworks for: CONVERSATION 1: DELIVERING BAD NEWS (Product issue, delay, or promise not kept) - How to open - How to take accountability without making excuses - How to present a solution or path forward - Script: under 2 minutes CONVERSATION 2: PUSHING BACK ON AN UNREASONABLE CUSTOMER REQUEST - How to say no while preserving the relationship - How to redirect to what you CAN do - Script: under 90 seconds CONVERSATION 3: ADDRESSING A DISENGAGED OR UNRESPONSIVE CUSTOMER - How to re-engage without being pushy - How to surface what's really going on - Script: under 60 seconds CONVERSATION 4: THE CHURN CONVERSATION (They tell you they're leaving) - How to respond in the moment - How to understand the real reason - Whether and how to try to save them CONVERSATION 5: THE INTERNAL ESCALATION CONVERSATION (Customer wants to talk to your manager) - How to handle the request professionally - How to brief your manager - How to remain involved after escalation

EXEC OUTPUT: A strategic CS roadmap with vision statement, key initiatives by quarter, resource plan, and success metrics. PROMPT: You are a VP or Director of Customer Success building a scalable, high-performing CS organization. Help me build a 12-month CS department strategy. CONTEXT: - Company ARR: {{company_arr}} - Growth target: {{growth_target}} - CS team current state: {{current_state}} - Biggest CS challenges today: {{challenges}} - Company priorities this year: {{company_priorities}} - Budget available: {{cs_budget}} - Headcount plan: {{headcount_plan}} Build: 1. VISION AND MISSION - CS team vision statement - How CS contributes to company revenue - Definition of success for the year 2. STRATEGIC PILLARS (3–4) - Pillar 1: [e.g., Reduce preventable churn] - Pillar 2: [e.g., Build scalable onboarding] - Pillar 3: [e.g., Drive expansion revenue] - Pillar 4: [e.g., Build CS infrastructure and tooling] 3. QUARTERLY ROADMAP - Q1: Foundation (quick wins and structural fixes) - Q2: Scale (process and tooling improvements) - Q3: Optimize (measurement and playbook refinement) - Q4: Growth (expansion and advocacy programs) 4. RESOURCE AND HEADCOUNT PLAN - Hiring plan by role and quarter - Budget allocation - Technology investments 5. KEY METRICS AND TARGETS - NRR target - Churn rate target - CSAT/NPS target - Time to value target - Expansion revenue target 6. RISKS AND DEPENDENCIES - Top 3 risks to the strategy - Cross-functional dependencies (Product/Sales/Marketing)

EXEC OUTPUT: A self-service strategy with content priorities, technology recommendations, success metrics, and a phased rollout plan. PROMPT: You are a CS Operations and Technology leader who helps companies scale customer success through intelligent self-service. Build a customer self-service strategy. CONTEXT: - Product: {{product_name}} - Customer count: {{customer_count}} - CS team size: {{cs_team_size}} - Current self-service tools: {{current_tools}} - Most common support topics: {{top_support_topics}} - Most common CSM touchpoints that could be automated: {{automation_candidates}} - Tech budget: {{tech_budget}} Build: 1. SELF-SERVICE PHILOSOPHY - What should and shouldn't be self-service - How to maintain human connection while scaling digitally 2. SELF-SERVICE CONTENT PILLARS - Pillar 1: Getting started and setup - Pillar 2: Core features and how-tos - Pillar 3: Troubleshooting and error resolution - Pillar 4: Advanced use cases and integrations - Pillar 5: Admin and configuration 3. TECHNOLOGY STACK RECOMMENDATIONS - Knowledge base platform - In-app guidance (e.g., Pendo, WalkMe) - Community platform - AI chat / chatbot - Video library (e.g., Loom, Vidyard) 4. DIGITAL TOUCH PROGRAM - Automated email series for low-touch segments - In-app nudges for adoption milestones - Automated health score alerts 5. PHASED ROLLOUT - Phase 1 (0–30 days): Quick wins in help center - Phase 2 (30–90 days): In-app guidance layer - Phase 3 (90+ days): Community and advanced automation 6. SUCCESS METRICS - Self-service deflection rate - Time to resolution - CSM capacity freed up - Customer satisfaction with self-service

EXEC OUTPUT: A CSM comp plan framework with base/variable split, commission triggers, bonus structure, and quota-setting methodology. PROMPT: You are a VP of Customer Success or CS Operations leader who designs compensation models that drive the right CSM behaviors. Design a CSM compensation plan. CONTEXT: - CSM role type: {{role_type}} (Relationship / Commercial / Hybrid) - ARR per CSM book of business: {{book_of_business}} - Company NRR target: {{nrr_target}} - Key metrics to incentivize: {{key_metrics}} - Current comp plan problems: {{current_problems}} - OTE range: {{ote_range}} Design the plan: 1. COMP PHILOSOPHY - What behaviors do we want to drive? - CSM as relationship role vs. revenue role - How to balance retention vs. expansion incentives 2. BASE / VARIABLE SPLIT - Recommended split for this role type - Why this ratio makes sense - How it compares to industry benchmark 3. VARIABLE COMPONENTS - Component 1: Renewal rate — [%] of variable, how calculated - Component 2: Expansion revenue — [%] of variable, how calculated - Component 3: NPS or health score — [%] of variable, how calculated - Component 4: Other — [%] of variable, how calculated 4. QUOTA-SETTING METHODOLOGY - How to set renewal quotas fairly - How to set expansion quotas - How to account for book of business size differences 5. ACCELERATORS AND DECELERATORS - What happens above 100% quota - What happens below 70% 6. IMPLEMENTATION PLAN - How to communicate the new plan - Transition period for existing CSMs - How to handle edge cases

EXEC OUTPUT: A reference program framework with eligibility criteria, request process, reference preparation guide, and tracking dashboard. PROMPT: You are a Senior CSM or CS leader who builds reference programs that accelerate sales cycles and expand customer relationships. Build a customer reference program. CONTEXT: - Sales team size: {{sales_team_size}} - Current reference customers: {{current_references}} - Target references needed: {{target_references}} - Average deal where references are needed: {{deal_context}} - CSM team managing references: {{csm_count}} - CRM/reference tracking tool: {{tools}} Build: 1. PROGRAM DESIGN - What the reference program covers (calls / site visits / written quotes / case studies) - Who is eligible to be a reference - How to nominate and enroll references 2. REFERENCE TIERS - Gold reference (executive level): Criteria and activities - Silver reference (practitioner level): Criteria and activities - Bronze reference (written quote only): Criteria and activities 3. REFERENCE PROTECTION - Maximum requests per reference per quarter - How to track and respect reference fatigue - How to thank and reward references appropriately 4. REQUEST AND MATCHING PROCESS - How sales requests a reference - How CS matches and connects reference - SLA for reference delivery 5. REFERENCE PREP GUIDE - How to brief a reference before a call - What to tell the prospect about the reference - Post-call debrief with the reference 6. MEASUREMENT - References delivered per quarter - Deal influence rate - Reference NPS - Time-to-reference from request

EXEC OUTPUT: A churn analysis report with root cause breakdown, cohort patterns, prevention recommendations, and a revised at-risk playbook. PROMPT: You are a CS Operations Analyst who conducts rigorous churn analysis to help the business reduce preventable churn. Build a churn analysis report. DATA INPUTS: - Time period: {{time_period}} - Number of churned accounts: {{churned_account_count}} - Total ARR churned: {{churned_arr}} - Churned account profiles: {{churned_profiles}} (Size, industry, tenure, product used) - Exit survey responses: {{exit_survey_data}} - Internal churn reason tags: {{internal_tags}} - Health scores at time of churn: {{health_scores_at_churn}} Build the report: 1. EXECUTIVE SUMMARY - Churn rate for the period - ARR lost - Top 3 churn reasons - One key recommendation 2. ROOT CAUSE ANALYSIS - Reason 1: [%] of churn — description - Reason 2: [%] of churn — description - Reason 3: [%] of churn — description - Preventable vs. unpreventable breakdown 3. COHORT PATTERNS - Which customer segments churn most - Time-to-churn by segment - Product usage patterns in churned accounts 4. EARLY WARNING SIGNALS DISCOVERED - What signals appeared 60–90 days before churn - How to add these to the health score model 5. PREVENTION RECOMMENDATIONS - For Product team - For CS team - For Onboarding - For Leadership 6. UPDATED AT-RISK PLAYBOOK - New triggers to add based on analysis - Interventions that would have changed outcomes

EXEC OUTPUT: A full expansion playbook with identification criteria, conversation frameworks, objection handling, and tracking methodology. PROMPT: You are a CS leader who builds systematic approaches to expansion revenue that CSMs can execute consistently. Build an expansion revenue playbook for the CS team. CONTEXT: - Products available for expansion: {{expansion_products}} - Average expansion deal size: {{avg_expansion_size}} - Current expansion rate: {{current_expansion_rate}} - Expansion target: {{expansion_target}} - CSM team size: {{csm_count}} - Typical expansion trigger: {{typical_trigger}} - Who owns expansion: {{expansion_owner}} (CSM / Sales / Shared) Build: 1. EXPANSION IDENTIFICATION FRAMEWORK - Usage signals that indicate readiness - Business growth signals - Relationship readiness criteria - When NOT to have the expansion conversation 2. EXPANSION TIERS - Tier 1 (High-potential): Criteria and approach - Tier 2 (Medium-potential): Criteria and approach - Tier 3 (Low-potential): Criteria and approach 3. CONVERSATION FRAMEWORK - How to open the expansion conversation naturally - The value-first bridge - How to present the expansion option - How to handle 'I need to think about it' 4. OBJECTION HANDLING - 'We're happy with our current tier' - 'Budget is tight right now' - 'We need to get more value from what we have first' 5. HANDOFF TO SALES (if applicable) - When to bring in sales - How to hand off without losing the relationship 6. TRACKING AND ACCOUNTABILITY - Expansion pipeline metrics - CSM accountability model - Forecasting expansion revenue

EXEC OUTPUT: A workshop design with session plan, activity guide, materials checklist, and post-workshop reinforcement program. PROMPT: You are a Customer Enablement Manager who designs workshops that go beyond product training to drive real business outcomes. Design a customer enablement workshop. WORKSHOP DETAILS: - Customer: {{company_name}} - Workshop goal: {{workshop_goal}} - Audience: {{audience_roles_count}} - Format: {{format}} (Virtual / In-person / Hybrid) - Duration: {{duration}} - Product/use case focus: {{product_use_case}} - Business outcome they want: {{business_outcome}} - Current challenges: {{current_challenges}} Build: 1. WORKSHOP DESIGN PRINCIPLES - Adult learning principles to apply - How to balance instruction vs. practice - How to make it relevant to their daily work 2. SESSION PLAN - Opening: Why this matters to them (15 min) - Core skill 1: Teach → Demo → Practice (30 min) - Core skill 2: Teach → Demo → Practice (30 min) - Application exercise: Real-world scenario (20 min) - Action planning: What will you do differently tomorrow? (15 min) - Wrap-up and resources (10 min) 3. ACTIVITIES DESIGN - Activity 1: [Name, description, materials needed] - Activity 2: [Name, description, materials needed] - Discussion prompts for group reflection 4. MATERIALS CHECKLIST - Pre-workshop send - During-session materials - Post-workshop resources 5. REINFORCEMENT PROGRAM - Day 7: Follow-up email with key reminders - Day 14: Check-in call - Day 30: Adoption measurement and feedback

EXEC OUTPUT: A comprehensive interview prep guide with likely questions, model answers, story examples, and a 30-60-90 day plan to present. PROMPT: You are a career coach who specializes in helping CS professionals land their next role. Help me prepare for a Customer Success Manager interview. MY CONTEXT: - Role I'm interviewing for: {{role_title}} - Company: {{company_name}} - Industry: {{industry}} - My current/last role: {{current_role}} - Years of CS experience: {{years_experience}} - Biggest career achievement: {{top_achievement}} - Weakness I'm worried about: {{weakness}} - Interview format: {{format}} (Phone / Video / Panel / Case study) Build: 1. COMPANY RESEARCH BRIEF - What to know about the company before the interview - Questions to ask that show strategic thinking 2. LIKELY INTERVIEW QUESTIONS AND MODEL ANSWERS - 'Tell me about yourself' — 90-second pitch - 'Tell me about a time you saved an at-risk account' - 'How do you prioritize your book of business?' - 'Tell me about a difficult customer situation' - 'How do you approach renewal conversations?' - 'What metrics do you use to measure your success?' 3. STAR-FORMAT STORY BANK - 3 strong stories using Situation/Task/Action/Result 4. 30-60-90 DAY PLAN - What you'd do in your first 30/60/90 days - How to present it confidently 5. QUESTIONS TO ASK THE INTERVIEWER - 5 thoughtful questions that show CS expertise 6. CLOSING THE INTERVIEW - How to express enthusiasm and confirm next steps

EXEC OUTPUT: A configured playbook with trigger conditions, CTA steps, owner assignments, and success measurement criteria. PROMPT: You are a CS Operations Manager who builds automation playbooks that scale proactive customer management. Design a CS platform playbook for a specific scenario. PLAYBOOK DETAILS: - Platform: {{platform}} (Gainsight / Totango / ChurnZero / HubSpot) - Playbook name: {{playbook_name}} - Trigger scenario: {{trigger_scenario}} (e.g., health score drops below 5 / no login in 30 days / renewal in 90 days) - Target customer segment: {{segment}} - Goal of the playbook: {{goal}} - CSM involvement: {{csm_involvement}} (Automated only / CSM-led / hybrid) Build: 1. TRIGGER CONDITIONS - Primary trigger: {{trigger}} - Secondary filters: Segment, ARR threshold, tenure - Exclusion criteria: Who should NOT be in this playbook 2. PLAYBOOK STEPS (step-by-step CTAs) - Step 1: [Action, Owner, Due in X days] - Step 2: [Action, Owner, Due in X days] - Step 3: [Action, Owner, Due in X days] - Step 4: Escalation if no response - Step 5: Success or failure outcome logging 3. EMAIL TEMPLATES FOR EACH STEP - Subject line - Body copy - Personalization tokens to use 4. SUCCESS CRITERIA - What defines a successful playbook completion - Metrics to track - How to A/B test the playbook 5. REPORTING - Dashboard view for playbook performance - CSM completion rate - Outcome rates (saved / renewed / escalated)

EXEC OUTPUT: A structured interview scorecard with competency framework, scored interview questions, and hiring recommendation template. PROMPT: You are a VP or Director of Customer Success who builds rigorous hiring processes that consistently produce high-performing CSMs. Build a CSM hiring interview scorecard. ROLE DETAILS: - Role: {{role_title}} (CSM / Senior CSM / Enterprise CSM) - Segment: {{segment}} (SMB / Mid-market / Enterprise) - Team size they'll join: {{team_size}} - Key responsibilities: {{responsibilities}} - Must-have skills: {{must_have_skills}} - Nice-to-have skills: {{nice_to_have_skills}} Build: 1. COMPETENCY FRAMEWORK (5–6 competencies) - Competency 1: Customer empathy - Competency 2: Commercial acumen - Competency 3: Technical aptitude - Competency 4: Communication and storytelling - Competency 5: Problem-solving and resourcefulness - Competency 6: Data-driven decision making 2. INTERVIEW QUESTIONS (3 per competency) - Behavioral question - Scenario question - Follow-up probe 3. SCORING RUBRIC For each competency: - 4 (Exceptional): What this looks like - 3 (Strong): What this looks like - 2 (Developing): What this looks like - 1 (Insufficient): What this looks like 4. INTERVIEW PANEL GUIDE - Who interviews for what competency - Interview format recommendation (structured / panel / case study) 5. HIRING RECOMMENDATION TEMPLATE - Scores by competency - Overall recommendation: Hire / Hold / No hire - Key evidence supporting the recommendation