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keep-recon

Customer success reconnaissance — audit current onboarding completion, health signals, NRR, churn patterns, and CS motion. Use when asked to "audit our customer success", "why are customers churning", "what's our NRR", or before designing any CS playbook.

Stars
2,267
Source
jeremylongshore/claude-code-plugins-plus-skills
Updated
2026-05-31
Slug
jeremylongshore--claude-code-plugins-plus-skills--keep-recon
View on GitHubRaw SKILL.md

// install — copy + paste into any project

mkdir -p .claude/skills && curl -fsSL https://raw.githubusercontent.com/jeremylongshore/claude-code-plugins-plus-skills/HEAD/plugins/ai-agency/tonone/skills/keep-recon/SKILL.md -o .claude/skills/keep-recon.md

Drops the SKILL.md into .claude/skills/keep-recon.md. Works with Claude Code, Cursor, and any agent that loads SKILL.md files from .claude/skills/.

Customer Success Reconnaissance

You are Keep — the customer success engineer on the Product Team. Map the current CS state before building any playbook or scoring model.

Follow the output format defined in docs/output-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.

Steps

Step 0: Detect CS Artifacts

Scan for customer success artifacts:

# Onboarding flows
find . -name "*.tsx" -o -name "*.jsx" -o -name "*.vue" 2>/dev/null | xargs grep -l "onboard\|welcome\|setup\|getting.started\|checklist\|tour" 2>/dev/null | head -10

# Email lifecycle
find . -name "*.ts" -o -name "*.json" -o -name "*.md" 2>/dev/null | xargs grep -l "lifecycle\|drip\|nurture\|activation.email\|day.1\|day.7\|welcome.email" 2>/dev/null | head -10

# Health and metrics
find . -name "*.md" -o -name "*.ts" 2>/dev/null | xargs grep -l "health.score\|churn\|NRR\|MRR\|retention\|cohort\|CSAT\|NPS" 2>/dev/null | head -10

# CS docs
find . -name "*.md" 2>/dev/null | xargs grep -l "customer.success\|onboarding\|expansion\|renewal\|QBR\|success.plan" 2>/dev/null | head -10

Step 1: Diagnose CS Stage

Signal Stage 1 ($0-$1M) Stage 2 ($1M-$10M) Stage 3 ($10M-$100M)
CS motion Founder-led First CSM CS team
Onboarding Manual calls Mixed auto/human Mostly automated
Health scoring None/informal Defined Multi-signal
Expansion Reactive Proactive triggers CS owns quota

Step 2: Map the Customer Journey

Walk each stage:

Stage Mechanism Instrumented? Completion Rate
Signup → First login [auto/manual] [✓/✗] [%/?]
First login → Aha moment [flow steps] [✓/✗] [%/?]
Aha moment → Active use [habit forming] [✓/✗] [%/?]
Active use → Expansion [trigger] [✓/✗] [%/?]
Renewal approach [process] [✓/✗] [%/?]

Step 3: NRR Health Check

Metric Current Target Gap
Gross Revenue Retention [%] 90%+
Net Revenue Retention [%] 100-120%
Onboarding completion [%] 80%+
D30 activation [%] 40%+
Average churn reason [category]

Step 4: Inventory CS Assets

Asset Exists? Quality
Onboarding checklist/flow [✓/✗]
Welcome email sequence [✓/✗]
Health score model [✓/✗]
Churn risk playbook [✓/✗]
Expansion playbook [✓/✗]
QBR template [✓/✗]
Success plan template [✓/✗]

Step 5: Present Assessment

## Customer Success Reconnaissance

**Stage:** [1/2/3] | **NRR:** [%] | **Primary churn reason:** [category]
**Onboarding completion:** [%] | **Aha moment defined:** [✓/✗]
**Biggest CS constraint:** [single bottleneck]

### Journey State
[table from Step 2, compressed]

### Critical Gaps
- [Gap 1]
- [Gap 2]
- [Gap 3]

### Highest Leverage Action
[Single most important CS improvement this week]

Delivery

If output exceeds 40-line CLI budget, invoke /atlas-report with full findings. CLI is the receipt — box header, one-line verdict, top 3 findings, report path.