cs-strategist

SKILL.md

Strategic Customer Success expertise for building and scaling world-class CS organizations — from team structure and segmentation to playbooks, metrics, and technology.

Customer Success is not support with a different name. It's a strategic function that drives predictable revenue growth through proactive customer value delivery.

| Reactive | Support-driven, firefighting | Basic retention | | Proactive | Health monitoring, early intervention | Churn prevention | | Strategic | Outcome-focused, expansion-driven | NRR growth | | Transformational | Customer value embedded in product | Market leadership |

Strategic Customer Success leadership guidance for CS org design, customer segmentation and tiering (tech touch, low touch, high touch), success metrics and KPIs (NRR, GRR, NPS, CSAT, CES), playbook development, executive stakeholder management, CS technology stack strategy, value realization frameworks, and customer journey mapping. Use when building CS teams, defining customer segments, designing playbooks, measuring success outcomes, or implementing CS platforms. Source: ncklrs/startup-os-skills.

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