# Send Customer Success Playbook to your agent Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually. ## Fast path - 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. ## Suggested prompts ### New install ```text 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. ``` ### Upgrade existing ```text 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. ``` ## Machine-readable fields ```json { "schemaVersion": "1.0", "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": { "downloadUrl": "/downloads/afrexai-customer-success", "sourceDownloadUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-customer-success", "sourcePlatform": "tencent", "targetPlatform": "OpenClaw", "packageFormat": "ZIP package", "primaryDoc": "SKILL.md", "includedAssets": [ "README.md", "SKILL.md" ], "downloadMode": "redirect", "sourceHealth": { "source": "tencent", "slug": "afrexai-customer-success", "status": "healthy", "reason": "direct_download_ok", "recommendedAction": "download", "checkedAt": "2026-04-29T16:02:16.644Z", "expiresAt": "2026-05-06T16:02:16.644Z", "httpStatus": 200, "finalUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-customer-success", "contentType": "application/zip", "probeMethod": "head", "details": { "probeUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-customer-success", "contentDisposition": "attachment; filename=\"afrexai-customer-success-1.1.0.zip\"", "redirectLocation": null, "bodySnippet": null, "slug": "afrexai-customer-success" }, "scope": "item", "summary": "Item download looks usable.", "detail": "Yavira can redirect you to the upstream package for this item.", "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." ] } }, "links": { "detailUrl": "https://openagent3.xyz/skills/afrexai-customer-success", "downloadUrl": "https://openagent3.xyz/downloads/afrexai-customer-success", "agentUrl": "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" } } ``` ## Documentation ### Customer Success Playbook Build and run a customer success operation for B2B SaaS. Covers the full lifecycle: onboarding, health scoring, QBRs, churn prevention, and expansion revenue. ### When to Use Setting up a CS function from scratch Designing onboarding flows for new customers Building health score models Preparing QBR templates and cadences Creating churn intervention playbooks Planning expansion and upsell motions ### 1. Assess Current State Ask the user: Company stage (seed, Series A, growth, scale) Current ARR and customer count Average contract value (ACV) Current CS team size (or zero) Primary churn reasons if known ### 2. Design Lifecycle Stages Map the customer journey: StageDurationOwnerKey MetricOnboardingDays 0-30CS LeadTime to First ValueAdoptionDays 30-90CSMFeature adoption %RetentionOngoingCSMHealth score, NRRExpansionTrigger-basedCSM + AEExpansion MRRRenewalT-90 daysCSMRenewal rateAdvocacyPost-renewalCS LeadNPS, referrals ### 3. Build Health Score Weight these signals (0-100 composite): Product usage (25%): DAU/MAU ratio Feature breadth (15%): Features used vs available Support load (15%): Ticket volume and sentiment Executive engagement (15%): Meeting frequency Satisfaction (10%): NPS or CSAT Growth signals (10%): Seat/usage expansion Payment (10%): On-time history Thresholds: 80+ healthy, 60-79 monitor, 40-59 at-risk, <40 critical. ### 4. Create Onboarding Checklist Week 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) TTFV target: <14 days SMB, <30 days Enterprise. ### 5. QBR Template 45-minute agenda: Results recap with ROI numbers (10 min) Usage insights and underused features (10 min) Roadmap preview — relevant items only (5 min) Their priorities and business changes (15 min) Action items with owners and dates (5 min) Rule: Never present a QBR without a quantified ROI number. ### 6. Churn Prevention Tiers Tier 1 (score 60-79): Automated nudges, CSM alerted Tier 2 (score 40-59): Personal outreach within 48h, 30-day recovery plan Tier 3 (score <40): Executive escalation within 24h, concession options ready Early warnings: usage drop >30%, champion departure, competitor mentions, missed calls. ### 7. Expansion Playbook Signals: health >80, seats >85% utilized, new use cases in QBRs, champion promoted. PlayTriggerApproachSeat 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 CSM expansion target: 20-30% of new ARR. NRR target: 110-120%. ### 8. CSM Capacity Model Enterprise ($100K+ ACV): 10-15 accounts, high-touch, monthly QBRs Mid-Market ($25-100K): 25-40 accounts, medium-touch, quarterly QBRs SMB ($5-25K): 50-80 accounts, tech-touch + pooled, semi-annual QBRs Self-serve (<$5K): Automated digital-only ### 9. Output Deliverables Generate for the user: Customer lifecycle map Health score model with weights Onboarding checklist (customized to their product) QBR template and prep checklist Churn intervention playbook with escalation tiers Expansion signal list and plays CSM capacity plan Metrics dashboard spec (NRR, GRR, TTFV, health coverage, QBR rate) ### Key Metrics MetricTargetNet Revenue Retention>110%Gross Revenue Retention>90%Time to First Value<14d SMB / <30d EnterpriseHealth Score Coverage100%QBR Completion>85%NPS>50 ### Resources Industry-specific AI agent context packs: https://afrexai-cto.github.io/context-packs/ AI Revenue Leak Calculator: https://afrexai-cto.github.io/ai-revenue-calculator/ Agent Setup Wizard: https://afrexai-cto.github.io/agent-setup/ ## Trust - Source: tencent - Verification: Indexed source record - Publisher: 1kalin - Version: 1.1.0 ## Source health - Status: healthy - Item download looks usable. - Yavira can redirect you to the upstream package for this item. - Health scope: item - Reason: direct_download_ok - Checked at: 2026-04-29T16:02:16.644Z - Expires at: 2026-05-06T16:02:16.644Z - Recommended action: Download for OpenClaw ## Links - [Detail page](https://openagent3.xyz/skills/afrexai-customer-success) - [Send to Agent page](https://openagent3.xyz/skills/afrexai-customer-success/agent) - [JSON manifest](https://openagent3.xyz/skills/afrexai-customer-success/agent.json) - [Markdown brief](https://openagent3.xyz/skills/afrexai-customer-success/agent.md) - [Download page](https://openagent3.xyz/downloads/afrexai-customer-success)