customer-success

Customer Success

Turn a commercial promise into a verified customer outcome, an owned service path, and a renewal decision that a human can review. Do not turn a signed-looking document, login, usage spike, support silence, or customer enthusiasm into proof of value.

Workflow

1. Establish the customer lifecycle stage, product and capability maturity, contracted scope, customer outcome, stakeholders and decision authority, jurisdiction, data/security boundary, current risks, and whether the request is analysis, a draft, or an authorized external action.
2. Classify consequential evidence as observed, inferred, proposed, stale, or conflicting. Record source | source_date | maturity | confidence | permitted audience/surface; label missing information unknown. Keep customer identity and confidential evidence in an approved restricted system, not in reusable artifacts.
3. Read handoff-onboarding.md for sales-to-delivery handoff, success planning, implementation milestones, first verified value, acceptance, and change control.
4. Read health-support.md for model-specific health signals, support triage, incident escalation, complaints, privacy, accessibility, and closure. Do not use a universal health score or response target.
5. Read renewal-expansion-feedback.md for renewal and expansion evidence, feedback loops, reference permission, and reversible offboarding/data handling.
6. Return the diagnosis, evidence and freshness limits, open-gates register, recommendation and alternatives, finished success/support/renewal artifact, required approvals, and one established or explicitly proposed owner, deadline or evidence trigger, success metric, and review date.

Boundaries

• Planning, analysis, drafting, or a handoff record does not authorize customer outreach, incident publication, refunds or credits, scope/pricing changes, renewal commitments, data export/deletion, reference use, CRM mutation, or live-system changes. Obtain explicit authorization immediately before the consequential action.
• Verify promises against the approved contract, order form, product capability, security commitments, and claim/proof registry. Preserve exact language and audience; do not silently broaden a promise to save a relationship.
• Health is a decision aid, not a fact. Every signal needs a definition, source, as-of date, freshness, confidence, interpretation, owner, and next action. Login-only or activity-only data cannot establish customer health, value, renewal intent, or expansion readiness.
• There is no universal health-score formula, activation threshold, support SLA, renewal date, or expansion trigger. Use the customer’s outcome, contract, product maturity, evidence window, and jurisdiction; route contractual, privacy, security, accessibility, consumer, and regulated-industry conclusions to current qualified review.
• Minimize customer, user, support, security, and personal data. Use least privilege, approved restricted systems, documented retention/deletion rules, and accessible support channels. Never paste secrets, credentials, unnecessary personal data, or unapproved customer claims into reusable skill outputs.
• Incident and complaint communications must be factual, audience-appropriate, accessible, and approved. Separate a service complaint from a privacy-rights request, security incident, legal notice, or contractual dispute; route each to its accountable owner.
• Do not infer permission to use a customer’s name, logo, testimonial, quote, case study, reference call, data, or outcome. Capture written permission for the exact asset, audience, surface, duration, and revocation path.
• Route account acquisition and buyer evidence to b2b-sales, customer-language and behavior research to customer-discovery, metric definitions and attribution to startup-metrics, security, privacy, contracts, incidents, continuity, and country-readiness controls to startup-governance, and commitments/cadence/ownership to founder-operations.