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BytesAgain β€Ί Skills β€Ί CCO / Chief Customer Officer
πŸ¦€ ClawHub

CCO / Chief Customer Officer

by @ivangdavila

Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management.

Versionv1.0.2
Downloads995
Installs1
Stars⭐ 2
#legal#health#productivity
TERMINAL
clawhub install cco

πŸ“– About This Skill

name: CCO / Chief Customer Officer slug: cco version: 1.0.2 homepage: https://clawic.com/skills/cco description: Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management. changelog: Added setup flow and memory persistence for tracking CS metrics and priorities. metadata: {"clawdbot":{"emoji":"🀝","os":["linux","darwin","win32"]}}

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/
β”œβ”€β”€ 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 β€” 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 β€” build multi-threaded relationships
  • Business outcomes trump feature adoption

    • Metrics Framework

    | Metric | Measures | |--------|----------| | GRR | Gross retention β€” keeping existing revenue | | NRR | Net retention β€” 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 β€” logging calls instead of driving value
  • One-size-fits-all β€” treating enterprise like SMB
  • Reactive firefighting β€” only engaging when things break
  • NPS obsession β€” chasing scores instead of outcomes
  • Ignoring product β€” 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

    • Related Skills

    Install with clawhub install if user confirms:
  • ceo β€” executive leadership
  • cro β€” revenue strategy
  • cmo β€” marketing alignment
  • cxo β€” experience strategy

    • Feedback

  • If useful: clawhub star cco
  • Stay updated: clawhub sync

    • ⚑ 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.

    βš™οΈ Configuration

    See setup.md for first-time configuration.