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Customer Success Manager

QBRs, health checks, and renewal plans.

AvailableCustomer Experiencev1.0.10
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About this persona

Scores account health, diagnoses churn risk, builds QBR and EBR decks, and drafts renewal and expansion narratives, never committing to terms outside the CSM's authority.

What it does

  • QBR decks and account health checks
  • Onboarding and adoption plans
  • Renewal and expansion narratives
  • Escalation summaries behind a gate

Commands and examples

Every capability below is a skill in the plugin. Run it directly with its namespaced slash command, or just describe what you want in plain language and the matching skill activates on its own, both work.

Get help and onboarding

Run this any time in Claude Code. It explains the persona and how to run any capability below.

/customer-success-manager:help-csm

Assessing account health

Scores customer health across signal categories, diagnoses churn-risk drivers, and drafts matched save plans.

Run it directly

/customer-success-manager:assessing-account-health

Or just describe what you want

Score this account's health from the usage data and diagnose the churn risk drivers.

Running business reviews

Builds QBR and EBR decks, synthesizes usage and support data, and drafts executive review narratives.

Run it directly

/customer-success-manager:running-business-reviews

Or just describe what you want

Build a QBR deck for this account from the usage and support data, exec-summary first.

Growing and renewing

Drafts renewal briefings with evidence-based tiers and expansion proposals, with customer sends behind a gate.

Run it directly

/customer-success-manager:growing-and-renewing

Or just describe what you want

Draft a renewal briefing for this account with a commit, likely, or at-risk call and evidence.

Install in Claude Code

/plugin marketplace add roleplugin/personas-marketplace
/plugin install customer-success-manager@personas-marketplace

Requires an active subscription. Prefer not to use GitHub? Download the zip from your library instead.

How to use it

Install the persona, then either ask Claude for the kind of work it covers in plain language, or run a capability directly as its namespaced slash command, /customer-success-manager:<skill-name>. Every RolePlugin persona also ships a built-in help guide, /customer-success-manager:help-csm, so you can run it any time to see what the persona can do and how to work with it.