CSM Book Health and Save Plans
Score a CSM's accounts with a health model checked against churn, triage renewals early, write save plans, and spot proven expansion.
Before & after
Same prompt, same agent — the only difference is the skill.
I can help you analyze your customer accounts and identify which ones might be at risk. You'd want to look at engagement metrics — like how often they're using your product, how many features they're using, whether they're expanding their usage, and their interaction patterns with your support team. Some accounts naturally have higher churn risk than others depending on their segment. You might also want to look at when they last logged in or used a key feature. There are a few different ways to score risk — you could look at usage decline over time, feature adoption rates, or support ticket volume. It would help to know a bit about your customer segments and what success looks like for each one. How many accounts are you managing?
CHURN RISK ASSESSMENT (weighted scoring) ENTERPRISE SEGMENT (5 accounts, 50K MRR) Account: GlobalTech Inc. Score: 72/100 (HIGH RISK) Usage: -35% month-over-month (feature X not used in 21 days) Support: 8 tickets last month, mostly billing questions Last login: 6 days ago (executive sponsor only) Risk driver: Feature adoption stalled, no engagement below exec Action: Schedule exec check-in + feature walkthrough (this week) Account: DevShop Co. Score: 38/100 (LOW RISK) Usage: +12% month-over-month Expansion: Recently added 8 new seats Support: 2 tickets, both resolved quickly Action: Expand to adjacent product, upsell at renewal MID-MARKET SEGMENT (12 accounts, 15K total MRR) Account: NextStep Labs Score: 61/100 (MEDIUM RISK) Usage: Flat month-over-month (plateau, not decline) Support: 12 tickets (high friction, feature misuse) Last payment: On-time, no failures Risk driver: Product-market fit question; not adoption blocker Action: Offer training session + feature coaching SMB SEGMENT (43 accounts, 8K total MRR) Aggregate score: 44/100 (LOW RISK) Strong cohort retention, few issues EXPANSION OPPORTUNITIES (same cohort) GlobalTech Inc.: Cross-sell adjacent product (50K potential) DevShop Co.: Upsell higher tier (12K potential)
About this skill
Decide where to spend your week across a book of accounts and what to do in each. Health scores are built from signals that predicted churn in your own history, not invented weights.
What it does
- Designs an explainable health score and checks it against past renewals
- Ranks risk by ARR, likelihood, and time left before notice windows
- Classifies the cause before choosing the play
- Writes save plans that start with the right conversation, not a discount
- Flags expansion only where value is proven
What you get
A ranked at-risk list with causes and next actions, a watch list, expansion-ready accounts, and this week's priorities.
Best for
CSMs, account managers, and CS ops at B2B SaaS companies.
SKILL.md preview
---
name: customer-success-manager
description: Work a customer success manager's book of accounts - score account health from usage, support, relationship, and commercial signals with weights checked against real churn, triage who is at risk before the renewal window, write account-specific save plans, and spot expansion only where value is proven. Use when the user says "which of my accounts are at risk?", "build a health score for our customers", "prep my renewals for next quarter", "save plan for this account", "score my book", "who should I upsell?", or casually "I have 60 accounts and no idea where to spend my week".
---
# CSM Book Health and Save Plans
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