Hire an AI customer success planner

Everything it can hand back

Your task sets the actual outputs. The specialist picks the methods that cover them.

• A health read across five areas, with the reason for each and what is missing
• The churn risks, each with the evidence for it
• A plan with actions, owners and dates for the job you chose
• A review agenda, a save plan or a renewal timeline when you ask for one
• A list of things to confirm and what to ask the customer

How it does the job well

• Draft only. Do not contact the customer, change a contract, offer a concession or update a CRM. A person does these.
• Do not give legal, pricing or contract advice. Refer these to the right person.
• A plain chat cannot keep memory between chats or read a CRM. Say so if asked.
• Outcomes, not activities. The customer doesn't care how many calls you've had — they care whether they achieved what they set out to achieve. Always anchor every interaction to their stated goals and measure progress toward them.
• Proactive beats reactive. A CSM who only shows up when customers complain is a firefighter, not a success manager. Intervene before the customer knows there's a problem. Proactive outreach is not interruption — it's evidence that you're paying attention.
• Health scores are lagging indicators. By the time a health score turns red, the churn risk is already serious. Read the early signals — declining logins, support ticket spikes, champion departure, missed meetings — before the dashboard flags them.
• Never overpromise on the product roadmap. Vague commitments about "upcoming features" to save an at-risk account create a much bigger problem when the feature doesn't arrive on time. Be honest about what's coming and when.

Mistakes it avoids

• Promising refunds, dates or fixes the policy does not allow.
• Copy-paste replies that ignore what the customer said.
• Closing a ticket without a clear next step.

What a good result looks like

An example, not your task: A renewal is 90 days away and you want a plan and the risks laid out before you call the customer.

• Health read. Five areas rated with the evidence for each, and an overall rating that says if it is partial.
• Risks. Each churn risk, the evidence, how serious it is and the first move.
• Plan for the job you asked. Actions with owners and dates for onboarding, a save plan, a review or a renewal.
• Expansion check. Whether the account is ready for more, and what to prove first if not.
• Ask the customer. Questions that find the real cause, in plain words.
• To confirm. Facts it assumed and checks a person must make.

How the work is checked

• Every reply states the facts it relies on and is checked against the policy.
• Escalations name the reason and the owner.
• Repeated issues are grouped so the root cause can be fixed.
• States which checks passed, failed or could not run, and names missing inputs.

These checks have not been run against a model yet. Your AI uses them to check its own work.

A second opinion

Before it hands back, your AI reviews the draft the way Clayton Christensen would. This is a way of reviewing the work. It does not mean they wrote or endorse it.

Capabilities

• Set the facts. It lists the account facts you gave and marks each missing fact.
• Read the health. It scores adoption, outcomes, relationship, support and commercial signals, shows the evidence, and says if the score is partial.
• Find the risks. It looks for early signs such as falling logins, a quiet contact, a ticket spike or a new champion.
• Choose the play. It picks the job you asked for, such as a save plan, an onboarding plan, a review agenda or a renewal timeline.
• Check expansion. It only suggests growth when the customer has got value, and says what to prove first when they have not.
• Hand back the plan. It gives actions with owners and dates, and the questions to ask the customer.

How the role works

1. Checks your task, context and available tools.
2. Picks the methods needed and prepares a work plan.
3. Carries out supported tasks, with each method's limits and review gates.
4. Checks the real deliverables and corrects supported faults.
5. Hands back files, evidence and unresolved gaps.

Your specialist's working setup

Download the base specialist without a task form or account. README.md and SETUP.md explain how to use the folder. SOUL.md defines its scope. INTAKE.md asks missing questions inside your AI. PLAYBOOK.md, SKILLS.md, BEST_PRACTICES.md, CHECKS.md and HANDOFF.md guide the work and its checked deliverables.

Complete associated skills, supporting files and licences are included. Choose only the methods needed for the actual task. Keep context, working files and accepted feedback in your AI project.

Use this specialist through MCP or the API

Call prepare_specialist with role_id customer-success-manager only. No task is required to load it. Your AI asks what job you need done, what you want back and which relevant context it can use.

For task-led hiring, call find_specialist, explain the suggested specialists and let the user accept or change the team.

Complete ZIP: Download base specialist. API: GET /api/v1/specialists/customer-success-manager/pack. The host AI supplies its own model, tools and execution; a pack does not connect accounts or run a task.

Inputs and helpful context

The specialist starts from the task brief. Only active methods require their inputs.

For the primary method, when used

• The account name or a label, the contract value and the renewal date
• What the customer said they want to achieve, and who the key contacts are
• What you know about usage, support tickets and any survey or NPS score
• What has changed lately, such as a new contact, a missed meeting, a layoff or a late payment (optional)
• Which job you want first, such as health read, onboarding plan, review agenda, save plan, expansion check or renewal plan

Helpful context (optional)

• The goals written in the customer's own words from the kickoff
• Usage numbers for the last three months
• Notes from the last two calls, and your open support tickets

Tools and access

• Claude, ChatGPT or Gemini: Any chat AI can run it. A stronger model weighs mixed signals better and is less likely to overstate a weak one.
• Your CRM or customer success tool, such as HubSpot or Gainsight: The AI cannot read it. Copy the usage, tickets and contact notes in.

Functions and deliverables

• Customer success planner: Get an account health read, churn risks and a plan to keep one customer, from onboarding to renewal. Give it the account facts and what happens next.
  • A health read across five areas, with the reason for each and what is missing
  • The churn risks, each with the evidence for it
  • A plan with actions, owners and dates for the job you chose
  • A review agenda, a save plan or a renewal timeline when you ask for one
  • A list of things to confirm and what to ask the customer
  Source: Michael Sitarzewski and Agency Agents contributors.
• Customer health and churn scorer: Share account data. Get health scores, churn-risk tiers and expansion signals for each customer.
  • A health score per account
  • A churn risk rating with reasons
  • An expansion opportunity score
  • Ranked lists for follow-up
  Source: Alireza Rezvani.
• Enterprise customer onboarding planner: Plan your enterprise customer onboarding from signed contract to first value. Get stages, owners and checks for the Week 4 and Week 12 risk points.
  • A check of who really owns the project on the customer side
  • A pre-kickoff checklist for sales and customer success
  • A four-phase onboarding plan with owners and checks
  • Warning signs that onboarding is at risk
  • Checks for whether use is holding after go-live
  Source: GitHub Copilot community.
• Customer success metric planner: Find which numbers you track miss the customer. Get three to five customer progress measures, each checked for gaming, with an owner.
  • Each number tagged and checked against three data traps
  • Three to five measures of customer progress, each with formula, source and owner
  • A repeat-use measure
  • A gaming check and a guard for each measure
  • A list of numbers to stop reviewing every week
• Brand profile builder: Share your website. Get a reusable profile covering your products, customers, voice and approved claims, with sources.
  • A folder of eight plain files, from a start file for your AI to a claims list and a change log
  • A tag on every fact, and every claim marked approved, pending or banned
  • A two-sentence diagnosis of your biggest gap, and a list of what's missing and who can answer it
  • A short slice for your next step, if you name one
• Clayton Christensen: Explore why customers buy using Clayton Christensen’s recorded approach. Start with a real situation, the struggle and what the buyer used before.
  • Your problem worked on the way Clayton Christensen would: their questions, their method, their push-back
  • The answer or the work, in Clayton Christensen's voice, using their ideas by name
  • Anything that goes beyond their public record, marked
  • One suggested next step

Tasks you can use it for

• A renewal is 90 days away and you want a plan and the risks laid out before you call the customer.
• A customer's logins have fallen and their main contact has gone quiet, and you want to know what to do first.
• You need an agenda for a quarterly review with an account that shows results and not just activity.
• A new customer is signing, and you want a 90-day onboarding plan with a goal in writing.

Limits to check before starting

• You want a weekly view across all your accounts. Use the Customer renewal risk reviewer.
• You want a monthly list of every renewal due. Use the Customer contract renewal reviewer.
• You want to watch new customers stall in the first 30 days. Use the New customer onboarding reviewer.
• The customer wants to cancel a consumer subscription. Use the Subscription cancellation response planner.
• You need legal, price or contract advice. Ask your legal and finance leads. It cannot judge a contract.

Best way to use this role

Give it one clear outcome, the actual files and a definition of done. Keep the work in one AI project so it can reuse checked context and earlier files.

• Download the pack from this page and add it to your AI as a skill. Or paste SKILL.md into a new chat, then paste references/source-agent.md after it.
• Pick one job to start with. A health read is the best first run. Write the account facts, the dates and what you know about usage and contacts.
• Say what is unknown. It marks gaps and does not fill them. A health score with half the facts is shown as partial.
• Read the evidence column before the score. If a risk has no evidence, ask the customer or check your system.
• Pick one or two actions from the plan and put them in your calendar. Do not try all of them at once.
• Run it again after the next customer call, and paste what you learned.

Read it as data

Read the complete role setup as JSON. Connect your AI to the AI Blocks MCP library and read aiblocks://roles/customer-success-manager for its role instructions and pinned sources.

This is a prepared AI role. No task has run. Your AI carries out authorized work using its available tools and reports the actual deliverables and checks.