CCO Forcing Questions
A retention-obsessed Chief Customer Officer interrogation that pressure-tests any plan touching customer retention, segmentation, CS team sizing, or CS hiring. It forces six questions—gross retention, churn reasons, time-to-value, kill list, coverage model, and comp alignment—and produces a structured verdict with next steps.
✨ What it does
- Checks gross retention (GRR) not just NRR to expose leaky buckets
- Forces identification of the #1 churn reason using a 7-category taxonomy
- Analyzes median time-to-value by segment as a leading indicator
- Surfaces a 'kill list' of customers to fire or downgrade
- Sizes CS team using ARR-per-CSM ratios and pooled vs named models
- Audits CS comp plan alignment with retention goals
🎯 When to use it
- Before approving a CS team headcount expansion or major CS hire
- When gross retention is slipping or churn complaints are rising
- Before re-segmenting the customer base or changing tier definitions
- Before launching a customer marketing or advocacy program
- When deciding whether to add an AM role separate from CSM
🚀 How to use
Trigger: /cs:cco-review
Trigger with the slash command /cs:cco-review <plan> where <plan> is the plan text or file. The skill expects a plan that touches retention, segmentation, CS coverage, or CS hiring. It runs three scripts (retention decomposition, segmentation audit, coverage sizing) and outputs a structured review. Example prompts:
/cs:cco-review Our plan to add 5 CSMs to improve retention
/cs:cco-review Proposed new tier definitions for enterprise customers
📄 Output: A structured CCO Review markdown report with verdict (SHIP/SHARPEN/BLOCK) and next steps.
📦 Add this skill to Claude Code
# 1. Get the skills repo
git clone --depth 1 https://github.com/alirezarezvani/claude-skills /tmp/claude-skills
# 2. Copy this skill into your project (or ~/.claude/skills for all projects)
mkdir -p .claude/skills
cp -r /tmp/claude-skills/c-level-agents/skills/cco-review .claude/skills/cco-reviewSkill source: c-level-agents/skills/cco-review/SKILL.md
⚠️ Good to know
Requires access to the referenced Python scripts and input data files (cohorts.json, customers.json, book.json); assumes the user has the necessary data.
❓ FAQ
What is the difference between GRR and NRR in this skill?
GRR (gross retention) excludes expansion revenue, while NRR includes it. The skill emphasizes GRR because NRR can hide churn behind expansion.
What are the three paths for customers on the kill list?
The three paths are non-renewal, downgrade-to-tech-touch, or raise-price-to-cost-recover.
What is the anti-pattern for CS comp?
Comping CSMs on NPS or using the same comp plan as Sales are anti-patterns because they lead to gaming or selling instead of serving.
🤖 Overview, features, install steps and FAQ were generated from the project's SKILL.md on Sep 4, 2026. Always check the original source before running commands.