churn-save

Name: churn-save
Author: etrebels

17stars1forks

How to install churn-save?

etrebels/claude-code-growth-os/churn-save

$npx -y skills add etrebels/claude-code-growth-os --skill churn-save

Installs into the current project.

Summary

Turn a red/amber account into a recovery play — the real risk, the re-engagement outreach, the renewal-clock timing. Trigger when account-health flags a 🔴/🟡 account, when the user says "save this account", "they're going to churn", "the customer went quiet", "renewal at risk",

Files · 1

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SKILL.md

1	# Churn Save
2
3	The act-skill on the right side of the bowtie. `account-health` detects — it scores the account and writes the `RETENTION-RISK` line; this one acts on it. The split mirrors the left side, where `lead-qualify` scores and the pursuit skills work the deal. A save is re-earning the outcome the customer bought — not sending a warmer email.
4
5	From the at-risk row in `ops/customers.md`, the `RETENTION-RISK` line that flagged it, and any recent notes:
6
7	1. Name the real risk, not the symptom. The cancellation is the lagging indicator; the cause is upstream — usage trending down, the champion gone quiet, a single-threaded account after a reorg, or the value the deal was sold on never landing. Separate the one that's actually moving from the noise.
8	2. Time the motion. The renewal clock starts at day 60, not day 85. If the renewal date is inside 60 days, the save runs now, in parallel with the renewal — don't let the contract surface the risk for you.
9	3. Re-thread if it's single-threaded. If one name carried the account and that name went quiet, the save is a second relationship, not a better message to the first. Name who else to reach, and why they'd care.
10	4. Draft the re-engagement. Lead with their outcome — the metric the deal was bought to move — not "just checking in". One concrete next step, with a date. Offer to debrief any reply with `follow-up`.
11	5. Route the cause if it's a product gap. If a missing capability is what's blocking value, that's a `RETENTION-RISK` / `FEATURE-REQUEST` for product — hand it on with `product-signal` so the save and the roadmap move together (handoff H4 in [`docs/operating-model.md`](../../../docs/operating-model.md)).
12	6. Log the play and update the book. Record the play and its outcome; update the account's stage, signal, and next step in `ops/customers.md`. If it's lost anyway, log the real reason — `/retention-report`'s churn-by-reason read depends on it.
13
14	Don't paper a value miss over with a nicer email; a save the customer can see through costs you the reference too. And don't tag every quiet week as a churn — a book full of false alarms gets ignored.
15
16	## Depth
17	- quick: the real risk + the one next move.
18	- standard: the full play above — risk, timing, re-thread, the re-engagement draft, routed cause.
19	- deep: + the internal escalation note and the day-by-day renewal-motion timing to the renewal date.

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6 picks

Type

churn-save

17stars1forks

View on GitHub

How to install churn-save?

etrebels/claude-code-growth-os/churn-save

$npx -y skills add etrebels/claude-code-growth-os --skill churn-save

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# Churn Save
2
3	The act-skill on the right side of the bowtie. `account-health` detects — it scores the account and writes the `RETENTION-RISK` line; this one acts on it. The split mirrors the left side, where `lead-qualify` scores and the pursuit skills work the deal. A save is re-earning the outcome the customer bought — not sending a warmer email.
4
5	From the at-risk row in `ops/customers.md`, the `RETENTION-RISK` line that flagged it, and any recent notes:
6
7	1. Name the real risk, not the symptom. The cancellation is the lagging indicator; the cause is upstream — usage trending down, the champion gone quiet, a single-threaded account after a reorg, or the value the deal was sold on never landing. Separate the one that's actually moving from the noise.
8	2. Time the motion. The renewal clock starts at day 60, not day 85. If the renewal date is inside 60 days, the save runs now, in parallel with the renewal — don't let the contract surface the risk for you.
9	3. Re-thread if it's single-threaded. If one name carried the account and that name went quiet, the save is a second relationship, not a better message to the first. Name who else to reach, and why they'd care.
10	4. Draft the re-engagement. Lead with their outcome — the metric the deal was bought to move — not "just checking in". One concrete next step, with a date. Offer to debrief any reply with `follow-up`.
11	5. Route the cause if it's a product gap. If a missing capability is what's blocking value, that's a `RETENTION-RISK` / `FEATURE-REQUEST` for product — hand it on with `product-signal` so the save and the roadmap move together (handoff H4 in [`docs/operating-model.md`](../../../docs/operating-model.md)).
12	6. Log the play and update the book. Record the play and its outcome; update the account's stage, signal, and next step in `ops/customers.md`. If it's lost anyway, log the real reason — `/retention-report`'s churn-by-reason read depends on it.
13
14	Don't paper a value miss over with a nicer email; a save the customer can see through costs you the reference too. And don't tag every quiet week as a churn — a book full of false alarms gets ignored.
15
16	## Depth
17	- quick: the real risk + the one next move.
18	- standard: the full play above — risk, timing, re-thread, the re-engagement draft, routed cause.
19	- deep: + the internal escalation note and the day-by-day renewal-motion timing to the renewal date.

People who liked this also viewed

6 picks

Type