Agent skill · alirezarezvani
cco-review
/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. Use when gross retention is slipping, before approving CSM headcount, or when deciding which customer segments to keep or fire.
What it needs
About 3k tokens when loaded.
What this skill does
/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 retentiondecompositionanalyzer.py 2. What's the #1 reason customers leave? If you can't name it, you don't understand churn. 7-category taxonomy: productfit / competitorloss / novaluerealized / pricing / championleft / companyevent / tacticalfailure Preventable churn = productfit + novaluerealized + tacticalfailure 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 customersegmentationdesigner.py to surface kill list The 3 paths for kill candidates: non-renewal / downgrade-to-tech-touch / raise-price-to-cost-recover 5. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills alirezarezvani/cco-review--34d8ec