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Design retention playbook

Skill alexe-ev/product-plugins/customer-success/skills/design-retention-playbook

Skill library for AI agents — 15 product domains, 121 skills. Tells the agent what to ask, how to reason, and what to output.

Install
npx -y skills add alexe-ev/product-plugins --skill design-retention-playbook

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Design a retention playbook with interventions for at-risk accounts, expansion opportunities, and churn prevention tactics. Use this skill when a CS team needs structured plays for proactively improving retention.

SKILL.md

2.6 KB, 482 tokens by cl100k_base, as published. Nobody here has run it

Design Retention Playbook

Purpose

Help teams design a structured retention playbook — with defined signals, intervention plays, and escalation paths — that enables CS teams to act proactively rather than reactively.

Skill type

Conceptual skill

Use this skill when

  • Churn is being discovered too late to intervene
  • CS is handling at-risk accounts inconsistently or without a framework
  • A new CS team needs a structured approach to retention
  • Churn analysis has identified root causes that now need intervention plays

Do not use this skill when

  • Churn root causes haven't been identified yet (use analyze-churn-retention first)
  • The goal is health score design (use build-customer-health-score)

Required inputs

  • Churn root causes (from analysis or known patterns)
  • Customer segments
  • CS team structure and capacity

Optional inputs

  • Health score system (if exists)
  • Current CS intervention approaches
  • Escalation path to product or engineering
  • Success metrics for retention efforts

Upstream context

Works best when:

  • Churn analysis exists
  • Health monitoring is in place
  • Customer segments are defined

Downstream handoff

Output can feed:

  • monitor-adoption-health (playbook interventions triggered by health signals)
  • analyze-churn-retention (playbook effectiveness feeds back into churn analysis)

Instructions

  1. Map churn root causes to intervention types.
  2. Design a play for each churn cause: trigger signal, intervention action, escalation path, success criteria.
  3. Design an expansion play: signals for expansion readiness and CS motion.
  4. Define the intervention timeline: when to intervene relative to renewal or churn signal.
  5. Define escalation paths: when CS needs product, engineering, or executive involvement.
  6. Define how playbook effectiveness will be measured.

Output

Provide:

  • Retention plays by churn root cause
  • Each play: trigger signal, action, owner, timeline, escalation, success criteria
  • Expansion play
  • Intervention timeline design
  • Escalation matrix
  • Playbook effectiveness metrics

Risks / caveats

  • Playbooks without triggers are just documents — connect every play to a specific signal
  • Over-engineered playbooks don't get used — keep plays simple and executable
  • Measure playbook effectiveness, not just churn rate — isolate intervention impact

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