The wounds your team names in the room.
Real, specific pain. If you read these and nod, the rest of the page is yours.
Tickets sit open for two days before anyone sees them.
You find out about churn the day it happens, not the week before.
Renewals come as a surprise, not a plan.
What is pushing, pulling, blocking, and keeping you stuck.
Every hire or fire decision runs through four forces. We name them so you can move the ones you can move.
The job, in the buyer's own words.
When a customer is at risk, I want to know the week before they leave and what to do about it, so I can save the renewal instead of writing the post-mortem.
Who runs this department.
Agents assist. Humans own. These are the seats that map to the processes below.
Head of CS
Retention, expansion, playbooks.
CSM
Account health, QBRs, renewals.
Support Lead
Ticket SLAs, first-touch quality.
Renewals Owner
Forecast, save plays, expansion.
The operating cadence.
Category → department → process. Each process can bind skills, agents, harnesses, and loops.
- 01Weekly churn-risk ranked list
- 02First-touch ticket playbook
- 03Health score refresh with reasons
- 04Renewal 90/60/30 sequence
- 05Expansion signal → AE handoff
Who is accountable when the seal fails.
How we land this department.
Most vendors sell features. We sell the wound. This is the exact wedge that opens the door for Customer Success & Support buyers.
One command. Pick the work you do.
You install the kit with one command. Each how-to is named for the job it does. Add it to your AI assistant and run it like a real workflow.
Pick the job. Run it.
Browse the full catalog of agents, harnesses, and goal-loops on the marketplace.
/site/skills-library.html · /site/harnesses.html · /site/goal-loops.html · architecture
Where this framework comes from.
Method: JTBD Intake (Moesta Four Forces) + Blueprint GTM + RIG sealed proof.