{
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  "item": {
    "slug": "afrexai-customer-success",
    "name": "Customer Success Playbook",
    "source": "tencent",
    "type": "skill",
    "category": "效率提升",
    "sourceUrl": "https://clawhub.ai/1kalin/afrexai-customer-success",
    "canonicalUrl": "https://clawhub.ai/1kalin/afrexai-customer-success",
    "targetPlatform": "OpenClaw"
  },
  "install": {
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    "sourceDownloadUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-customer-success",
    "sourcePlatform": "tencent",
    "targetPlatform": "OpenClaw",
    "installMethod": "Manual import",
    "extraction": "Extract archive",
    "prerequisites": [
      "OpenClaw"
    ],
    "packageFormat": "ZIP package",
    "includedAssets": [
      "README.md",
      "SKILL.md"
    ],
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    "quickSetup": [
      "Download the package from Yavira.",
      "Extract the archive and review SKILL.md first.",
      "Import or place the package into your OpenClaw setup."
    ],
    "agentAssist": {
      "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.",
      "steps": [
        "Download the package from Yavira.",
        "Extract it into a folder your agent can access.",
        "Paste one of the prompts below and point your agent at the extracted folder."
      ],
      "prompts": [
        {
          "label": "New install",
          "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete."
        },
        {
          "label": "Upgrade existing",
          "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run."
        }
      ]
    },
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      "status": "healthy",
      "reason": "direct_download_ok",
      "recommendedAction": "download",
      "checkedAt": "2026-04-23T16:43:11.935Z",
      "expiresAt": "2026-04-30T16:43:11.935Z",
      "httpStatus": 200,
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      "contentType": "application/zip",
      "probeMethod": "head",
      "details": {
        "probeUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=4claw-imageboard",
        "contentDisposition": "attachment; filename=\"4claw-imageboard-1.0.1.zip\"",
        "redirectLocation": null,
        "bodySnippet": null
      },
      "scope": "source",
      "summary": "Source download looks usable.",
      "detail": "Yavira can redirect you to the upstream package for this source.",
      "primaryActionLabel": "Download for OpenClaw",
      "primaryActionHref": "/downloads/afrexai-customer-success"
    },
    "validation": {
      "installChecklist": [
        "Use the Yavira download entry.",
        "Review SKILL.md after the package is downloaded.",
        "Confirm the extracted package contains the expected setup assets."
      ],
      "postInstallChecks": [
        "Confirm the extracted package includes the expected docs or setup files.",
        "Validate the skill or prompts are available in your target agent workspace.",
        "Capture any manual follow-up steps the agent could not complete."
      ]
    },
    "downloadPageUrl": "https://openagent3.xyz/downloads/afrexai-customer-success",
    "agentPageUrl": "https://openagent3.xyz/skills/afrexai-customer-success/agent",
    "manifestUrl": "https://openagent3.xyz/skills/afrexai-customer-success/agent.json",
    "briefUrl": "https://openagent3.xyz/skills/afrexai-customer-success/agent.md"
  },
  "agentAssist": {
    "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.",
    "steps": [
      "Download the package from Yavira.",
      "Extract it into a folder your agent can access.",
      "Paste one of the prompts below and point your agent at the extracted folder."
    ],
    "prompts": [
      {
        "label": "New install",
        "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete."
      },
      {
        "label": "Upgrade existing",
        "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run."
      }
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  },
  "documentation": {
    "source": "clawhub",
    "primaryDoc": "SKILL.md",
    "sections": [
      {
        "title": "Customer Success Playbook",
        "body": "Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue."
      },
      {
        "title": "When to Use",
        "body": "Setting up a CS function from scratch\nDesigning onboarding flows for new customers\nBuilding health score models\nPreparing QBR templates and cadences\nCreating churn intervention playbooks\nPlanning expansion and upsell motions"
      },
      {
        "title": "1. Assess Current State",
        "body": "Ask the user:\n\nCompany stage (seed, Series A, growth, scale)\nCurrent ARR and customer count\nAverage contract value (ACV)\nCurrent CS team size (or zero)\nPrimary churn reasons if known"
      },
      {
        "title": "2. Design Lifecycle Stages",
        "body": "Map the customer journey:\n\nStageDurationOwnerKey MetricOnboardingDays 0-30CS LeadTime to First ValueAdoptionDays 30-90CSMFeature adoption %RetentionOngoingCSMHealth score, NRRExpansionTrigger-basedCSM + AEExpansion MRRRenewalT-90 daysCSMRenewal rateAdvocacyPost-renewalCS LeadNPS, referrals"
      },
      {
        "title": "3. Build Health Score",
        "body": "Weight these signals (0-100 composite):\n\nProduct usage (25%): DAU/MAU ratio\nFeature breadth (15%): Features used vs available\nSupport load (15%): Ticket volume and sentiment\nExecutive engagement (15%): Meeting frequency\nSatisfaction (10%): NPS or CSAT\nGrowth signals (10%): Seat/usage expansion\nPayment (10%): On-time history\n\nThresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical."
      },
      {
        "title": "4. Create Onboarding Checklist",
        "body": "Week 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes)\nWeek 2-3: Activation (user training, configure workflows, first quick win)\nWeek 4: Handoff (retrospective, baseline metrics, ongoing cadence)\n\nTTFV target: <14 days SMB, <30 days Enterprise."
      },
      {
        "title": "5. QBR Template",
        "body": "45-minute agenda:\n\nResults recap with ROI numbers (10 min)\nUsage insights and underused features (10 min)\nRoadmap preview — relevant items only (5 min)\nTheir priorities and business changes (15 min)\nAction items with owners and dates (5 min)\n\nRule: Never present a QBR without a quantified ROI number."
      },
      {
        "title": "6. Churn Prevention Tiers",
        "body": "Tier 1 (score 60-79): Automated nudges, CSM alerted\nTier 2 (score 40-59): Personal outreach within 48h, 30-day recovery plan\nTier 3 (score <40): Executive escalation within 24h, concession options ready\n\nEarly warnings: usage drop >30%, champion departure, competitor mentions, missed calls."
      },
      {
        "title": "7. Expansion Playbook",
        "body": "Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.\n\nPlayTriggerApproachSeat expansion>85% utilizationRight-size conversationFeature upsellRepeated workaroundsDemo the real solutionNew departmentChampion referralJoint intro meetingTier upgradeHitting plan limitsShow per-user savingsMulti-yearHealthy + renewal dueDiscount for commitment\n\nCSM expansion target: 20-30% of new ARR. NRR target: 110-120%."
      },
      {
        "title": "8. CSM Capacity Model",
        "body": "Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs\nMid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs\nSMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs\nSelf-serve (<$5K): Automated digital-only"
      },
      {
        "title": "9. Output Deliverables",
        "body": "Generate for the user:\n\nCustomer lifecycle map\nHealth score model with weights\nOnboarding checklist (customized to their product)\nQBR template and prep checklist\nChurn intervention playbook with escalation tiers\nExpansion signal list and plays\nCSM capacity plan\nMetrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)"
      },
      {
        "title": "Key Metrics",
        "body": "MetricTargetNet Revenue Retention>110%Gross Revenue Retention>90%Time to First Value<14d SMB / <30d EnterpriseHealth Score Coverage100%QBR Completion>85%NPS>50"
      },
      {
        "title": "Resources",
        "body": "Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/\nAI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/\nAgent Setup Wizard: https://afrexai-cto.github.io/agent-setup/"
      }
    ],
    "body": "Customer Success Playbook\n\nBuild and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue.\n\nWhen to Use\nSetting up a CS function from scratch\nDesigning onboarding flows for new customers\nBuilding health score models\nPreparing QBR templates and cadences\nCreating churn intervention playbooks\nPlanning expansion and upsell motions\nWorkflow\n1. Assess Current State\n\nAsk the user:\n\nCompany stage (seed, Series A, growth, scale)\nCurrent ARR and customer count\nAverage contract value (ACV)\nCurrent CS team size (or zero)\nPrimary churn reasons if known\n2. Design Lifecycle Stages\n\nMap the customer journey:\n\nStage\tDuration\tOwner\tKey Metric\nOnboarding\tDays 0-30\tCS Lead\tTime to First Value\nAdoption\tDays 30-90\tCSM\tFeature adoption %\nRetention\tOngoing\tCSM\tHealth score, NRR\nExpansion\tTrigger-based\tCSM + AE\tExpansion MRR\nRenewal\tT-90 days\tCSM\tRenewal rate\nAdvocacy\tPost-renewal\tCS Lead\tNPS, referrals\n3. Build Health Score\n\nWeight these signals (0-100 composite):\n\nProduct usage (25%): DAU/MAU ratio\nFeature breadth (15%): Features used vs available\nSupport load (15%): Ticket volume and sentiment\nExecutive engagement (15%): Meeting frequency\nSatisfaction (10%): NPS or CSAT\nGrowth signals (10%): Seat/usage expansion\nPayment (10%): On-time history\n\nThresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical.\n\n4. Create Onboarding Checklist\n\nWeek 1: Foundation (kickoff, tech setup, admin training, define 3 success outcomes) Week 2-3: Activation (user training, configure workflows, first quick win) Week 4: Handoff (retrospective, baseline metrics, ongoing cadence)\n\nTTFV target: <14 days SMB, <30 days Enterprise.\n\n5. QBR Template\n\n45-minute agenda:\n\nResults recap with ROI numbers (10 min)\nUsage insights and underused features (10 min)\nRoadmap preview — relevant items only (5 min)\nTheir priorities and business changes (15 min)\nAction items with owners and dates (5 min)\n\nRule: Never present a QBR without a quantified ROI number.\n\n6. Churn Prevention Tiers\nTier 1 (score 60-79): Automated nudges, CSM alerted\nTier 2 (score 40-59): Personal outreach within 48h, 30-day recovery plan\nTier 3 (score <40): Executive escalation within 24h, concession options ready\n\nEarly warnings: usage drop >30%, champion departure, competitor mentions, missed calls.\n\n7. Expansion Playbook\n\nSignals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted.\n\nPlay\tTrigger\tApproach\nSeat expansion\t>85% utilization\tRight-size conversation\nFeature upsell\tRepeated workarounds\tDemo the real solution\nNew department\tChampion referral\tJoint intro meeting\nTier upgrade\tHitting plan limits\tShow per-user savings\nMulti-year\tHealthy + renewal due\tDiscount for commitment\n\nCSM expansion target: 20-30% of new ARR. NRR target: 110-120%.\n\n8. CSM Capacity Model\nEnterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs\nMid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs\nSMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs\nSelf-serve (<$5K): Automated digital-only\n9. Output Deliverables\n\nGenerate for the user:\n\nCustomer lifecycle map\nHealth score model with weights\nOnboarding checklist (customized to their product)\nQBR template and prep checklist\nChurn intervention playbook with escalation tiers\nExpansion signal list and plays\nCSM capacity plan\nMetrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate)\nKey Metrics\nMetric\tTarget\nNet Revenue Retention\t>110%\nGross Revenue Retention\t>90%\nTime to First Value\t<14d SMB / <30d Enterprise\nHealth Score Coverage\t100%\nQBR Completion\t>85%\nNPS\t>50\nResources\nIndustry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/\nAI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/\nAgent Setup Wizard: https://afrexai-cto.github.io/agent-setup/"
  },
  "trust": {
    "sourceLabel": "tencent",
    "provenanceUrl": "https://clawhub.ai/1kalin/afrexai-customer-success",
    "publisherUrl": "https://clawhub.ai/1kalin/afrexai-customer-success",
    "owner": "1kalin",
    "version": "1.1.0",
    "license": null,
    "verificationStatus": "Indexed source record"
  },
  "links": {
    "detailUrl": "https://openagent3.xyz/skills/afrexai-customer-success",
    "downloadUrl": "https://openagent3.xyz/downloads/afrexai-customer-success",
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}