Chief Customer Officer Advisor
Strategic customer leadership advisory for startup CCOs and founders, covering retention decomposition (gross vs net retention honesty), customer segmentation for differential investment, CS team coverage model sizing, and CS team org evolution. It produces data-driven decisions and action plans using Python analysis tools.
✨ What it does
- Decomposes retention into gross retention, contraction, expansion, and churn root causes.
- Designs customer segmentation tiers with ICP fit scoring and investment-per-segment math.
- Calculates CS team coverage ratios and transition thresholds for pooled vs named models.
- Maps CS team org evolution with stage-to-role guidance and role distinctions.
- Provides Python tools for retention analysis, segmentation design, and coverage calculation.
- Outputs structured decisions with bottom line, evidence, and action steps.
🎯 When to use it
- Designing retention strategy and needing honest decomposition of gross vs net retention.
- Segmenting customers for differential investment and identifying which to prioritize or fire.
- Sizing the CS team and deciding between pooled vs named CSM models.
- Sequencing CS hires and clarifying role distinctions (CS vs Support vs AM).
🚀 How to use
Trigger by asking for retention strategy, customer segmentation, CS team sizing, or CS hire sequencing. Provide cohort data, customer data, or book composition as JSON files or use embedded samples. Example prompts:
Run the retention decomposition analyzer on our cohort data.
Design a customer segmentation for our 500 customers.
Calculate CS team headcount for our current book.
📄 Output: A structured decision brief with bottom line, evidence, and next steps, plus optional analysis outputs from Python scripts.
📦 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-advisor/skills/chief-customer-officer-advisor .claude/skills/chief-customer-officer-advisorSkill source: c-level-advisor/skills/chief-customer-officer-advisor/SKILL.md
⚠️ Good to know
Strategic only; does not cover tactical CS implementation like health scores, CRM workflows, or onboarding automation. Benchmarks are B2B SaaS baselines and may not apply to consumer SaaS, marketplaces, or hardware.
❓ FAQ
What is the difference between gross retention and net retention?
Gross retention measures revenue retained from existing customers excluding expansion, while net retention includes expansion. A high NRR can mask churn if gross retention is low.
When should we use pooled vs named CSM?
Pooled CSM is for mid-market accounts with lower ACV, while named CSM is for enterprise and strategic accounts. The decision depends on segment, ACV, and complexity.
What roles are distinguished in CS team org evolution?
The skill distinguishes Customer Support, Customer Success Manager, Account Manager, Implementation Manager, CS Operations, and Customer Marketing, clarifying their ownership and non-ownership areas.
🤖 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.