Analyze retention, design segments, size CSM hiring

Analyze retention decomposition, segment customers, size CS team

Chief Customer Officer or VP Customer Success sizing the CS org and kill list when GRR is stalling and NRR delta needs targeting.

• · Cohort churn data (GRR vs NRR breakdown)
• · Customer segments (size, vertical, geo)
• · Current CS org (CSMs, support, account managers)

• · Retention decomposition (honest GRR vs NRR, 7-category churn taxonomy)
• · Customer segmentation (4-tier model with ICP fit scoring, kill list)
• · CS coverage plan (pooled vs named CSM model, 12-month hiring)

• · None (stdlib-only)

• · chief-customer-officer-advisor skill installed or c-level-skills
• · Recent churn and cohort data available
• · Current customer list with segment tags

• · Churn attribution mixed (product bug vs sales-force fit)
• · Segmentation too fine-grained (too many segments, strategy paralysis)
• · CS coverage assumes US-only markets
• · Cohort data incomplete or lagged

• · 7-category churn taxonomy (execution, feature fit, TCO, competitive, org change, churn, team change)
• · 4-tier customer segmentation (strategic, core, growth, base) with ICP scoring
• · 4 references each with 5+ authoritative sources