Retention Board Brief
Builds the quarterly retention section for a board meeting: ARR bridge, GRR and NRR by segment, churn root causes, and at-risk renewals.
Before & after
Same prompt, same agent — the only difference is the skill.
Customer feedback is valuable for understanding what matters to your users. You could gather feedback from support tickets, surveys, and interviews. Once you have the data, you could look for patterns and themes. Common complaints or feature requests might point to strategic priorities. Some feedback might be tactical (small issues) and some might be strategic (business impact). Organizing this feedback and thinking about what it means for your product direction can take a while.
CUSTOMER FEEDBACK ANALYSIS DATA INGESTED 247 support tickets (last 30 days) 34 user interviews (recorded) 1200 survey responses 89 churned customer exit interviews STRATEGIC THEMES (ranked by impact) 1. ONBOARDING IS BROKEN (affects 67% of new accounts) Signs: 43% churn in week 1, support tickets spike days 3-5 Feedback sample: "Couldn't find where to set up basic settings. Gave up." Recommendation: Invest in guided setup flow (redesign in 2 sprints) Impact estimate: Could recover 15-20% of lost customers 2. PRICING FEELS UNFAIR (most frequent complaint, 89 mentions) Pain: "We use 2 features heavily, forced to buy full tier" Customer segment: Teams 5-20 people, not enterprise Recommendation: Build usage-based pricing option (custom tier) Impact estimate: Unlock $450k new ARR from small teams 3. REPORTING IS IMMATURE (requested by 12 customers, 8 in-flight deals stalled) Gap: Customers need custom dashboards, we have only standard views Recommendation: Ship report builder (3-sprint project) Impact: Unblock 8 deals = $200k+ new revenue 4. INTEGRATION GAPS (losing to competitors) Missing: Salesforce sync, HubSpot two-way, Zapier Customers saying: "Bought competitor because it talks to our Salesforce" Recommendation: Hire integrations engineer, prioritize top 3 Impact: Reduce churn, speed sales cycle 5. SUPPORT RESPONSE TIME (operational, not product) Current: 18-hour average first response Customer expectation: 2-hour during business hours Recommendation: Hire support person #3 (cost-justified by reduced churn) Impact estimate: 8-10% churn reduction HIGH-CONFIDENCE SMALL WINS → Dark mode (8 upvotes, easy build) = retention lift → Keyboard shortcuts (5 requests) = power users love → Export to Excel (12 requests) = low-hanging fruit FALSE URGENCIES TO IGNORE → "Make it look like our old tool" (1 customer, high maintenance) → "Support Python SDK" (1 developer customer, 95% use REST) → "Advanced permission roles" (never used when we shipped it) NEXT ACTIONS 1. Prioritize: Onboarding (revenue impact + effort = best ROI) 2. Parallel: Pricing option (business impact) 3. Fast track: Integrations plan (competitive necessity)
About this skill
Explain retention to your board with numbers that reconcile and a story that is honest. This skill calculates GRR and NRR correctly and ties every churned dollar to a root cause.
What it does
- Reconciles the ARR bridge before writing any narrative
- Calculates GRR, NRR, and logo churn from the starting cohort, by segment
- Classifies churn and contraction into controllable and uncontrollable root causes, weighted by ARR
- Lists next quarter's at-risk renewals with save plans
- Ends with actions tied to causes and specific asks of the board
What you get
A retention brief: headline, metrics vs prior period and target, ARR bridge, segment table, root-cause table, forward risk, actions, board asks, and data notes.
Best for
CEOs, CCOs, and CS leaders preparing board decks or explaining a drop in net revenue retention.
SKILL.md preview
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name: retention-board-brief
description: Build a quarterly retention brief for a board or leadership meeting from customer and revenue data - ARR bridge, gross and net revenue retention by segment, logo churn, churn reasons classified by root cause, at-risk renewals, and three concrete asks. Use when the user says "prep the retention section for the board deck", "explain why NRR dropped", "quarterly churn review", or has a spreadsheet of accounts, ARR changes, and churn notes to turn into a story. Also triggers on "why did NRR drop?", "calculate our GRR from this sheet", or "churn numbers for the board".
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# Retention Board Brief
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