cco-review

Original：🇺🇸 English

Translated

/cs:cco-review <plan> — Retention-obsessed Chief Customer Officer interrogation of any plan that touches customer retention, segmentation, CS team sizing, or CS team hiring.

8installs

Sourcealirezarezvani/claude-skills

Added on2026-05-14

NPX Install

npx skill4agent add alirezarezvani/claude-skills cco-review

SKILL.md Content

View Translation Comparison →

/cs:cco-review — CCO Forcing Questions

Command:

/cs:cco-review <plan>

The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire.

When to Run

Before any board narrative that includes a retention number
Before approving a CS team headcount expansion
Before re-segmenting the customer base or changing tier definitions
Before launching a customer marketing or advocacy program
Before a major CS hire (CSM, AM, Implementation, Customer Marketing)
When NRR is "great" but churn complaints from CSMs are increasing
Before deciding whether to add an AM role separate from CSM

The Six CCO Questions

1. What's the GROSS retention rate?

Not NRR. Gross. NRR can hide a leaky bucket behind expansion.

GRR healthy ≥ 90% at growth stage, ≥ 95% at scale
If GRR < 85% but NRR > 100%, the product is failing for 15%+ of customers; expansion is masking the failure
Run
```
retention_decomposition_analyzer.py
```

2. What's the #1 reason customers leave?

If you can't name it, you don't understand churn.

7-category taxonomy: product_fit / competitor_loss / no_value_realized / pricing / champion_left / company_event / tactical_failure
Preventable churn = product_fit + no_value_realized + tactical_failure
If preventable > 50%, CS has clear leverage; if < 30%, churn is structural (ICP, market, competition)

3. What's the median time-to-value (TTV) by segment?

Long TTV signals different problems by segment.

Long TTV in low tier = ICP misfit; downgrade or kill
Long TTV in high tier = onboarding broken; fix the Implementation Manager handoff
TTV is a leading indicator of GRR

4. Which customer would you fire today?

If "none" — your segmentation is broken.

Some accounts cost more than they earn (support cost > 50% of ARR + low ICP fit)
Run
```
customer_segmentation_designer.py
```
to surface kill list
The 3 paths for kill candidates: non-renewal / downgrade-to-tech-touch / raise-price-to-cost-recover

5. What's the ARR-per-CSM ratio, and is the model pooled or named?

Wrong model wastes capacity.

Strategic: named + exec sponsor, $300K-$1M ARR/CSM
Enterprise: named, $500K-$2M
Mid-market: pooled, $2M-$5M
SMB: tech-touch, $5M+
Run
```
cs_coverage_calculator.py
```
to size the team

6. Is CS in your comp plan, and how is it different from Sales comp?

Misalignment is the leading indicator of CS failure.

CS comp: 70/30 base/variable typical
Variable: 50% gross retention + 30% net retention + 20% activity
Anti-pattern: comp CSMs on NPS — they game it
Anti-pattern: comp CSMs same as Sales — they sell instead of serve

Workflow

bash

# 1. Retention decomposition (always start here)
python ../../../skills/chief-customer-officer-advisor/scripts/retention_decomposition_analyzer.py cohorts.json

# 2. Segmentation audit
python ../../../skills/chief-customer-officer-advisor/scripts/customer_segmentation_designer.py customers.json

# 3. Coverage sizing (if making CS team changes)
python ../../../skills/chief-customer-officer-advisor/scripts/cs_coverage_calculator.py book.json

Output Format

markdown

# CCO Review: <plan>
**Date:** YYYY-MM-DD

## The Decision Being Made
[one sentence — retention | segmentation | coverage | next hire]

## Retention (if applicable)
- GRR: X% (vs vanity NRR of Y%)
- Top churn driver: <category> at X% of churn
- Preventable churn: X% (CS-controllable)
- Leaky-bucket pattern? yes/no

## Segmentation (if applicable)
- Tier distribution: Strategic X / Enterprise X / Mid-market X / SMB X
- Kill list size: N customers (X% of customers, Y% of ARR)
- Upgrade candidates: N

## Coverage (if applicable)
- Current CSMs: N | Required now: M | Required 12mo: P
- Annual cost (12mo): $X
- Manager trigger fired: yes/no

## Org (if applicable)
- Next hire: <CSM | Support | AM | IM | CS Ops | Customer Marketing>
- Why this, not the alternative: <one line>
- Customer outcome unblocked: <specific>

## Verdict
🟢 SHIP | 🟡 SHARPEN | 🔴 BLOCK

## Next Steps
[3 concrete actions]

Routing

```
/cs:cpo-review
```
— if churn root cause is product_fit or no_value_realized
```
/cs:cro-review
```
— if expansion math or comp alignment is in question
```
/cs:cfo-review
```
— for CS cost commitments and retention-impact-on-revenue
```
/cs:chro-review
```
— for CS hires, comp, ladder
```
/cs:decide
```
— log the verdict
```
/cs:freeze 30
```
— on multi-year CS comp plan changes