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.
Before & after
Same prompt, same agent — the only difference is the skill.
That's an interesting question. Segmentation can definitely help with retention because different customer types have different needs. On the one hand, segmentation lets you tailor retention efforts and might improve your gross retention rate. On the other hand, it adds complexity to your CS operations and you'll need to size teams accordingly. You'd probably want to look at which segments are actually at risk of churning, and whether your current CS team can handle personalized outreach for each tier. What do your current segments look like? Do you have data on churn rates by usage level?
RETENTION-FOCUSED CCO INTERROGATION: USAGE-TIER SEGMENTATION THE REAL QUESTION (not whether to segment, but what you're actually trying to fix) → Current gross retention: 91%. By usage tier: SMB=86%, Mid-market=94%, Enterprise=97%. → Problem: SMB cohort leaking 14% annually. Segmentation alone does NOT fix this. → Root cause: SMB customers adopt slowly (first 90 days = 12% of licensed seats used). Churn happens at month 3-4, before they hit ROI. CS TEAM IMPLICATION (the trap) → Current CS ratio: 40 customers per CSM. If you segment SMB → require 1:20 CSM ratio, you need 6 additional CSMs @ 180K each. → Question: Will retention improve enough to justify 1.1M annual burn? → Answer: No. SMB + 1:20 CSM model = 2-year payback. Risky for a 91% retention company. RECOMMENDATION (triage first, then segment) → Implement automated onboarding workflow for SMB (in-product milestones, 14-day adoption checkpoints). Measure if it moves needle. → Only segment CSM allocation if onboarding improves SMB D30 usage from 12% to 25%+. Then add one CSM as experiment. → Avoid: multi-CSM team restructure until you've moved the dial on the actual retention driver (usage velocity, not segment label).
About this skill
name: cco-review description: Use when /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.
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 you get
- Public GitHub repo (alirezarezvani/claude-skills)
- the cco-review skill folder with SKILL.md. Part of a 337-skill / 30-agent / 70-command install.
Customize your output
- Fork the repo and adapt the skill's instructions and references to your workflow.
Example output
Activates automatically when your request matches Cco Review; chains with the other skills, agents, and commands in the collection.
Best for
Creators, builders, and teams using Claude Code.
SKILL.md preview
---
name: cco-review
description: Use this skill for /cs:cco-review to run a retention-focused Chief Customer Officer interrogation of any plan touching retention, segmentation, or CS team sizing.
version: 1.0.0
category: Business & Ops / Executive Advisory
author: AgentVolt
license: proprietary
tags:
- business-ops
- executive-advisory
---
# Cco Review
Runs a Chief Customer Officer-style interrogation of a plan, pressure-testing it against gross retention, segmentation logic, and CS staffing assumptions.
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