CCO Review

# /cs:cco-review — CCO Forcing Questions **Command:** `/cs:cco-review <plan>` The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire. ## When to Run - Before any board narrative that includes a retention number - Before approving a CS team headcount expansion - Before re-segmenting the customer base or changing tier definitions - Before launching a customer marketing or advocacy program - Before a major CS hire (CSM, AM, Implementation, Customer Marketing) - When NRR is "great" but churn complaints from CSMs are increasing - Before deciding whether to add an AM role separate from CSM ## The Six CCO Questions ### 1. What's the GROSS retention rate? **Not NRR. Gross.** NRR can hide a leaky bucket behind expansion. - GRR healthy ≥ 90% at growth stage, ≥ 95% at scale - If GRR < 85% but NRR > 100%, the product is failing for 15%+ of customers; expansion is masking the failure - Run `retention_decomposition_analyzer.py` ### 2. What's the #1 reason customers leave? **If you can't name it, you don't understand churn.** - 7-category taxonomy: product_fit / competitor_loss / no_value_realized / pricing / champion_left / company_event / tactical_failure - Preventable churn = product_fit + no_value_realized + tactical_failure - If preventable > 50%, CS has clear leverage; if < 30%, churn is structural (ICP, market, competition) ### 3. What's the median time-to-value (TTV) by segment? **Long TTV signals different problems by segment.** - Long TTV in low tier = ICP misfit; downgrade or kill - Long TTV in high tier = onboarding broken; fix the Implementation Manager handoff - TTV is a leading indicator of GRR ### 4. Which customer would you fire today? **If "none" — your segmentation is broken.** - Some accounts cost more than they earn (support cost > 50% of ARR + low ICP fit) - Run `customer_segmentation_designer.py` to surface kill list - The 3 paths for kill candidates: non-renewal / downgrade-to-tech-touch / raise-price-to-cost-recover ### 5. What's the ARR-per-CSM ratio, and is the model pooled or named? **Wrong model wastes capacity.** - Strategic: named + exec sponsor, $300K-$1M ARR/CSM - Enterprise: named, $500K-$2M - Mid-market: pooled, $2M-$5M - SMB: tech-touch, $5M+ - Run `cs_coverage_calculator.py` to size the team ### 6. Is CS in your comp plan, and how is it different from Sales comp? **Misalignment is the leading indicator of CS failure.** - CS comp: 70/30 base/variable typical - Variable: 50% gross retention + 30% net retention + 20% activity - Anti-pattern: comp CSMs on NPS — they game it - Anti-pattern: comp CSMs same as Sales — they sell instead of serve ## Workflow ```bash # 1. Retention decomposition (always start here) python ../../../skills/chief-customer-officer-advisor/scripts/retention_decomposition_analyzer.py cohorts.json # 2. Segmentation audit python ../../../skills/chief-customer-officer-advisor/scripts/customer_segmentation_designer.py customers.json # 3. Coverage sizing (if making CS team changes) python ../../../skills/chief-customer-officer-advisor/scripts/cs_coverage_calculator.py book.json ``` ## Output Format ```markdown # CCO Review: <plan> **Date:** YYYY-MM-DD ## The Decision Being Made [one sentence — retention | segmentation | coverage | next hire] ## Retention (if applicable) - GRR: X% (vs vanity NRR of Y%) - Top churn driver: <category> at X% of churn - Preventable churn: X% (CS-controllable) - Leaky-bucket pattern? yes/no ## Segmentation (if applicable) - Tier distribution: Strategic X / Enterprise X / Mid-market X / SMB X - Kill list size: N customers (X% of customers, Y% of ARR) - Upgrade candidates: N ## Coverage (if applicable) - Current CSMs: N | Required now: M | Required 12mo: P - Annual cost (12mo): $X - Manager trigger fired: yes/no ## Org (if applicable) - Next hire: <CSM | Support | AM | IM | CS Ops | Customer Marketing> - Why this, not the alternative: <one line> - Customer outcome unblocked: <specific> ## Verdict 🟢 SHIP | 🟡 SHARPEN | 🔴 BLOCK ## Next Steps [3 concrete actions] ``` ## Routing - `/cs:cpo-review` — if churn root cause is product_fit or no_value_realized - `/cs:cro-review` — if expansion math or comp alignment is in question - `/cs:cfo-review` — for CS cost commitments and retention-impact-on-revenue - `cs-chro-advisor` agent — for CS hires, comp, ladder - `/cs:decide` — log the verdict - `/cs:freeze 30` — on multi-year CS comp plan changes ## Related - Agent: [`cs-cco-advisor`](../../agents/cs-cco-advisor.md) - Skill: [`chief-customer-officer-advisor`](../../../skills/chief-customer-officer-advisor/SKILL.md) - Adjacent: `../../../../business-growth/` (tactical CS execution) --- **Version:** 1.0.0