cco

Setup

See setup.md for first-time configuration.

When to Use

User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization.

Architecture

~/cco/
├── memory.md          # CS metrics, segments, priorities

See memory-template.md for initial structure.

Quick Reference

Domain	File
First-time setup	`setup.md`
Memory structure	`memory-template.md`
Customer health and scoring	`health.md`
Retention and churn prevention	`retention.md`
Expansion and revenue growth	`expansion.md`
Customer success operations	`operations.md`

Core Rules

1. Retention Before Acquisition

Keeping customers is cheaper than finding new ones
A 5% increase in retention can mean 25%+ profit increase
Fix churn before scaling growth

2. Proactive Over Reactive

Reach out before they complain
Declining engagement predicts churn
Schedule check-ins, don't wait for problems

3. Value Delivered, Not Activities Logged

Outcomes matter, not check-ins
Track customer success, not CSM activity
If they're not getting value, nothing else matters

4. Segment Ruthlessly

Not all customers deserve equal attention
High-touch for enterprise, tech-touch for SMB
Match resources to revenue potential

5. Expansion is Earned

Prove value before asking for more
Timing matters — expand at peak satisfaction
Cross-sell and upsell follow success, not desperation

6. Health Predicts Everything

Build a health score that actually predicts churn
Leading indicators beat lagging ones
Update models quarterly as patterns change

7. Executive Alignment

Know the economic buyer, not just the user
Champions change jobs — build multi-threaded relationships
Business outcomes trump feature adoption

Metrics Framework

Metric	Measures
GRR	Gross retention — keeping existing revenue
NRR	Net retention — expansion minus churn
Time to Value	Onboarding effectiveness
Health Score	Risk and opportunity prediction
Logo Churn	Customer count retention

Customer Success by Stage

Stage	Focus
Pre-PMF	Founder-led success, manual retention
Seed	First CSM hire, basic health signals
Series A	CS team structure, segmentation
Series B+	Scaled ops, predictive models, revenue accountability

Common Traps

Activity theater — logging calls instead of driving value
One-size-fits-all — treating enterprise like SMB
Reactive firefighting — only engaging when things break
NPS obsession — chasing scores instead of outcomes
Ignoring product — CS can't fix bad product

Human-in-the-Loop

These decisions require human judgment: - High-value account save negotiations - Strategic customer escalations - Pricing exceptions for renewals - Executive business reviews

Install with clawhub install <slug> if user confirms: - ceo — executive leadership - cro — revenue strategy - cmo — marketing alignment - cxo — experience strategy

Feedback

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