pm-cs

Produce a structured churn analysis that separates avoidable from unavoidable churn. Use when investigating why customers are leaving, identifying at-risk segments, calculating net revenue retention, or building a retention intervention plan. Produces a churn report with rate calculations, categorised reasons by avoidability, segment breakdown, timing analysis, early warning signals, and prioritised interventions ranked by estimated impact.

Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan.

Build a customer health scorecard for a specific account. Use when asked to score account health, assess renewal risk, build a health dashboard, or evaluate an account's likelihood to renew or expand. Produces a structured health scorecard with a RAG status, dimension scores, key risks, and recommended actions.

Build a joint customer success plan for a specific account. Use when asked to create a success plan, joint success plan, mutual action plan, or customer onboarding plan. Produces a structured success plan with business goals, milestones, success metrics, ownership, and a 90-180 day roadmap.

Build a Quarterly Business Review (QBR) deck structure and narrative for a customer account. Use when asked to prepare a QBR, business review meeting, executive review, or quarterly check-in with a customer. Produces a slide-by-slide QBR structure with talking points, metrics review, value narrative, and mutual next steps.

Build a structured renewal playbook for a customer account. Use when asked to plan a renewal, structure a renewal negotiation, prepare for an expansion conversation, or build a renewal strategy for at-risk or healthy accounts. Produces a renewal brief with health assessment, negotiation strategy, objection responses, expansion levers, and a timeline.

Turn an at-risk or churned account into a save play — root-cause hypothesis, the offer ladder, the outreach sequence, and the honest call on when to let go. Use when asked to save a churning customer, build a win-back plan, re-engage a lost account, or stop a renewal from slipping. Produces the churn diagnosis, a ranked set of save levers, a timed outreach sequence, and the walk-away line so you don't over-invest in an account that's gone.