CSM / Account Manager

Help me prepare a QBR for a customer.

Customer context:
- Company: [CUSTOMER NAME]
- Contract value: [ARR]
- Tenure: [HOW LONG A CUSTOMER]
- Health score: [IF YOU TRACK]
- Key stakeholders: [WHO WILL ATTEND]
- Renewal date: [WHEN]
- Expansion opportunity: [IF ANY]

QBR needs to cover:
1. Value delivered (metrics, outcomes, ROI)
2. Product usage and adoption
3. Support ticket trends
4. Roadmap alignment (what's coming they'll care about)
5. Success plan for next quarter
6. Open items and risks
7. Expansion discussion (if appropriate)

Format: Slide outline with talking points for each section.
Include questions to ask them (make it two-way).

Help me design a customer health score model.

Context:
- Product type: [WHAT YOU SELL]
- Customer base: [NUMBER OF CUSTOMERS]
- Current churn rate: [%]
- Data available: [USAGE DATA / SUPPORT / NPS / etc.]
- Historical churn patterns: [WHAT YOU'VE NOTICED]

Health score components to consider:
1. Product usage (login frequency, feature adoption, depth)
2. Engagement (meetings, responses, executive sponsorship)
3. Support (ticket volume, sentiment, escalations)
4. Financial (payment history, growth/contraction)
5. Survey data (NPS, CSAT)
6. External signals (company health, news)

Output:
- Weighted scoring model
- Data sources needed
- Score thresholds (healthy/at-risk/critical)
- Playbooks per segment
- Leading indicators vs. lagging

Help me save a customer who's at risk of churning.

Customer situation:
- Company: [CUSTOMER NAME]
- ARR: [VALUE]
- Tenure: [HOW LONG]
- Why they're at risk: [WHAT HAPPENED / WHAT THEY SAID]
- Key contact: [NAME, TITLE]
- Decision maker: [NAME, TITLE]
- Renewal date: [WHEN]
- Competitive threat: [IF ANY]

Churn save playbook:
1. Root cause analysis (is it fixable?)
2. Executive sponsor engagement (do we need to escalate?)
3. Quick wins (what can we do immediately?)
4. Recovery plan (what does success look like?)
5. Commercial options (discounts, terms, scope change)
6. Exit interview plan (if we can't save)

Generate:
- Talk track for the save conversation
- Email to request exec meeting
- 30-day recovery plan
- Concessions we could offer (and what to get in return)

Write an email to introduce an expansion opportunity.

Context:
- Customer: [COMPANY NAME]
- Contact: [NAME, TITLE]
- Current product: [WHAT THEY HAVE]
- Expansion opportunity: [WHAT YOU WANT TO SELL]
- Why now: [TRIGGER / TIMING]
- Value they've gotten: [RESULTS SO FAR]

Email should:
1. Lead with their success (not your product)
2. Connect to a business goal they have
3. Introduce the expansion naturally
4. Quantify the additional value
5. Propose a specific next step
6. Not feel salesy (you're their CSM, not a rep)

Keep it conversational - this is a relationship, not a transaction.

Create a customer handoff document for a CSM transition.

Customer:
- Company: [NAME]
- ARR: [VALUE]
- Industry: [VERTICAL]
- Tenure: [HOW LONG]
- Health: [GOOD / AT RISK / etc.]
- Renewal date: [WHEN]

Document needs:
1. Key contacts (names, roles, communication preferences)
2. Business context (why they bought, what they're trying to achieve)
3. Product usage (what they use, what they don't)
4. Relationship history (key moments, good and bad)
5. Open items (pending issues, promised deliverables)
6. Growth opportunities (expansion, advocates)
7. Watch-outs (sensitivities, past issues, politics)

Include specific advice for the new CSM on how to build relationship.