account-lifecycle

Account Lifecycle Skill

Strategic account management from onboarding through renewal and expansion.

Purpose

Maximize customer lifetime value through structured account planning, proactive renewal management, and strategic expansion.

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Required Integrations

Setup: Connect these data sources to enable full functionality. Claude will prompt you to connect any missing integrations when you use this skill.

Data Sources

# ACCOUNT LIFECYCLE DATA SOURCES
# Configure the sources relevant to your account management needs

# Enterprise Search (searches across all internal sources)
- source: enterprise_search
  connector: "{{GLEAN | MOVEWORKS | ELASTIC}}"
  data:
    - internal_docs
    - wiki_content
    - shared_drives
    - slack_history

# CRM & Deal Data
- source: crm
  connector: "{{SALESFORCE | HUBSPOT}}"
  data:
    - account_records
    - opportunity_history
    - contract_data
    - renewal_dates
    - activity_timeline
    - account_owner
    - stakeholder_contacts

# Customer Success Platforms
- source: customer_success
  connector: "{{GAINSIGHT | CHURNZERO | TOTANGO | VITALLY}}"
  data:
    - health_scores
    - usage_metrics
    - csm_notes
    - success_plans
    - risk_alerts
    - nps_scores

# Product Usage & Analytics
- source: product_analytics
  connector: "{{MIXPANEL | AMPLITUDE | PENDO | HEAP}}"
  data:
    - feature_adoption
    - usage_trends
    - active_users
    - engagement_scores

# Support & Tickets
- source: support
  connector: "{{ZENDESK | INTERCOM | FRESHDESK | SALESFORCE_SERVICE}}"
  data:
    - ticket_history
    - resolution_times
    - satisfaction_scores
    - open_issues
    - escalations

# Call Recordings & Conversations
- source: call_recordings
  connector: "{{GONG | CHORUS | CLARI}}"
  data:
    - qbr_recordings
    - check_in_calls
    - sentiment_trends
    - key_topics
    - stakeholder_participation

# Billing & Financials
- source: billing
  connector: "{{STRIPE | CHARGEBEE | ZUORA}}"
  data:
    - contract_value
    - payment_history
    - expansion_revenue
    - churn_data

# Internal Documentation
- source: internal_docs
  connector: "{{GOOGLE_DRIVE | SHAREPOINT | NOTION | CONFLUENCE}}"
  paths:
    - "/Customer Success/Account Plans/"
    - "/Customer Success/QBR Materials/"
    - "/Sales/Strategic Accounts/"

# Communication History
- source: email
  connector: "{{GMAIL | OUTLOOK}}"
  data:
    - thread_history
    - response_times
    - engagement_patterns

Output Destinations

# Where to deliver account lifecycle outputs
outputs:
  # Always available - display in Claude UI
  - type: display
    enabled: true

  # Update CRM with account plans and notes
  - type: crm
    connector: "{{SALESFORCE | HUBSPOT}}"
    actions:
      - update_account_plan_field
      - add_renewal_tasks
      - update_health_score
      - log_activities

  # Update customer success platform
  - type: customer_success
    connector: "{{GAINSIGHT | CHURNZERO | TOTANGO}}"
    actions:
      - update_success_plan
      - create_ctas
      - update_health_score

  # Save account plans to docs
  - type: documents
    connector: "{{GOOGLE_DRIVE | SHAREPOINT | NOTION}}"
    destination: "/Customer Success/Account Plans/"

  # Alert team on risk signals
  - type: slack
    connector: "{{SLACK}}"
    channels:
      at_risk: "#cs-at-risk-accounts"
      renewals: "#renewals-pipeline"
      expansions: "#expansion-opportunities"

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Instructions for Claude

IMPORTANT: Before executing this skill, you MUST validate the configuration above.

Pre-Execution Checklist

1. Check for placeholder values: Scan the YAML configuration for any {{...}} placeholders. These indicate required configuration that the user must provide.

2. Validate data sources: For each data source listed:

   • If a connector field shows {{OPTIONS}} format, ask the user which option they use
   • If URLs, paths, or names contain {{PLACEHOLDER}}, ask the user to provide actual values
   • Verify any required MCP servers are connected and available

3. Validate output destinations: For any output type beyond display:

   • Confirm the connector is available as an MCP server
   • Ensure destination paths/channels are configured (not placeholders)

If Configuration is Incomplete

Do not proceed with the skill. Instead:

1. List the specific missing or placeholder values found
2. Explain what each value is needed for
3. Ask the user to provide the missing configuration
4. Offer to help them set up the required MCP integrations

Example response when config is incomplete:

Before I can run this skill, I need some configuration:

**Missing values:**
- [List specific {{PLACEHOLDER}} values found]

**MCP connections needed:**
- [List required connectors not yet available]

Please provide these values, or let me know which data sources you'd like to skip.

Minimum Requirements

At minimum, this skill requires:

• Account name or identifier
• display output enabled (always available)

Enhanced functionality requires:

• CRM connection for account history, health scores, and renewal data
• Customer success platform for engagement metrics
• Support system for ticket history and satisfaction scores
• Call recordings for relationship context

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Scheduling & Automation with Taizen

Automate this skill: Schedule recurring account lifecycle tasks with Taizen. Create a free account to set up automated agents that run on your schedule.

How It Works

The Taizen MCP server accepts natural language requests to schedule agents. Simply describe what you want to automate:

Every Monday morning, review the health status of all accounts in my portfolio,
identify at-risk accounts, and surface expansion opportunities. Post the
summary to #cs-team.

Taizen will:

1. Read this skill's definition to understand the capabilities
2. Create a recurring agent with your specified schedule
3. Execute the task and deliver results to your configured destinations

Example Natural Language Requests

Weekly Portfolio Health:

Every Monday at 9am, review health status of all accounts in my portfolio,
identify at-risk accounts, and surface expansion opportunities. Post to
#cs-team and save to our Weekly Reviews folder.

Renewal Milestone Alerts:

Every morning at 8am, check for accounts reaching renewal milestones (T-180,
T-90, T-60, T-30 days) and alert me on #renewals-pipeline. Also flag any
accounts with health score drops or champion departures.

Monthly Expansion Analysis:

On the 1st of each month, analyze all accounts for expansion signals including
usage spikes, new stakeholders, and whitespace opportunities. Post opportunities
to #expansion-opportunities.

Automated QBR Prep:

Every Friday, check if any accounts have QBRs scheduled in the next 2 weeks
and automatically generate QBR prep materials. Notify the account owner
and save to our QBR Materials folder.

Setting Up Taizen Automation

1. Create Account: Sign up at usetaizen.com
2. Connect MCP: Add the Taizen MCP integration in your Claude settings and authenticate
3. Connect CS Platform: Link your Gainsight, ChurnZero, or Totango
4. Schedule Agent: Describe your automation in natural language
5. Taizen Reads Skill: The agent receives this skill's full definition to understand what it can do

Technical Details

When scheduling via Taizen MCP, Claude will:

1. Read this SKILL.md file to get the full skill definition
2. Call Taizen MCP with the skill content included

Parameter	Description	Example
task	Natural language description of what to do	"Review portfolio health and identify at-risk accounts"
schedule	When to run (cron or trigger)	"every Monday at 9am" or "daily"
skill_content	Object containing primary skill and referenced skills	See structure below
outputs	Where to send results	"Slack #cs-team, Gainsight CTAs"
portfolio	Which accounts to analyze	"my book of business" or "enterprise tier"

skill_content structure:

skill_content:
  primary:
    name: "account-lifecycle"
    content: "<full content of this SKILL.md>"
  referenced:
    - name: "product-context"
      content: "<full content of product-context SKILL.md>"

Note to Claude: When a user asks to schedule this skill with Taizen, read this entire SKILL.md file and pass it as skill_content.primary. Also read any referenced background skills (like product-context) and include them in skill_content.referenced.

---

Account Lifecycle Stages

1. Onboarding & Activation

• Implementation milestones
• Success criteria definition
• Stakeholder alignment
• Early value realization

2. Adoption & Value Realization

• Usage monitoring
• Success milestone tracking
• ROI documentation
• Relationship expansion

3. Renewal & Retention

• Renewal planning timeline
• Risk assessment
• Value reinforcement
• Contract optimization

4. Expansion & Growth

• Whitespace analysis
• Cross-sell/upsell opportunities
• New stakeholder engagement
• Strategic account development

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Account Plan Framework

Account Overview

• Company: Name, industry, size
• Contract: Value, term, renewal date
• Health Score: Current status and trend
• Strategic Importance: Tier, growth potential

Success Metrics

• Agreed-upon success criteria
• Current performance vs. goals
• ROI delivered to date

Stakeholder Map

• Champions, economic buyers, users
• Relationship strength by stakeholder
• Coverage gaps

Objectives & Initiatives

• 90-day goals
• Quarterly objectives
• Annual strategic goals

Risk & Opportunity

• Identified risks and mitigation
• Expansion opportunities
• Competitive threats

Action Plan

• Near-term priorities
• Owner assignments
• Timeline and milestones

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Renewal & Expansion Playbook

Renewal Timeline

• T-180 days: Health assessment, risk identification
• T-120 days: Value documentation, stakeholder alignment
• T-90 days: Renewal strategy, expansion scoping
• T-60 days: Commercial discussions, negotiation
• T-30 days: Contract finalization, signature
• T-0: Renewal complete, next cycle planning

Expansion Triggers

• Usage thresholds exceeded
• New use cases identified
• Organizational changes
• Budget cycles
• Strategic initiatives alignment

Churn Risk Indicators

• Declining engagement/usage
• Champion departure
• Unresolved issues
• Competitive activity
• Budget pressures
• Strategic shift away from your category

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How to Use This Skill

Invoke with natural language describing what you need:

Account Planning

• "Create an account plan for Acme Corp"
• "Help me build a strategic plan for our top 5 accounts"
• "I need a 90-day action plan for the Nike account"
• "What should my priorities be for TechCorp this quarter?"

Renewal Management

• "Build a renewal playbook for Acme Corp - renewal is in 90 days"
• "What's the renewal risk assessment for my accounts renewing this quarter?"
• "Help me prepare for the Stripe renewal conversation"
• "Create a value summary for the TechCorp renewal"

Expansion Planning

• "What expansion opportunities exist at Acme Corp?"
• "Analyze whitespace across my strategic accounts"
• "Help me build an expansion strategy for Nike - they just acquired a new company"
• "Which accounts have the highest expansion potential?"

Health Assessment

• "Give me a health check on all my accounts"
• "Which accounts should I be worried about?"
• "What are the risk signals across my portfolio?"
• "Summarize the health trends for my top 10 accounts"

QBR Preparation

• "Help me prepare for the QBR with Acme Corp next week"
• "Create a QBR deck outline for TechCorp"
• "What value metrics should I highlight in the Nike QBR?"

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Output Format

Account Plan

## Account Plan: [Company Name]

**Created**: [Date]
**Account Owner**: [Name]
**Next Review**: [Date]
**Data Sources Used**: [CRM, Gainsight, Gong, etc.]

---

### Account Overview

| Attribute | Value |
|-----------|-------|
| Industry | [Industry] |
| Employees | [Count] |
| ARR | [Value] |
| Contract Start | [Date] |
| Contract End | [Date] |
| Health Score | [Score/Status] from [Source] |
| Account Tier | [Tier] |
| CSM | [Name] |
| Sales Owner | [Name] |

### Executive Summary

[2-3 sentence overview of account status, key wins, and priorities]

### Success Metrics

| Metric | Target | Actual | Status | Source |
|--------|--------|--------|--------|--------|
| [Metric] | [Target] | [Actual] | [🟢/🟡/🔴] | [Where data came from] |

### Product Adoption

*From product analytics:*
- **Active Users**: [Count] / [Licensed]
- **Feature Adoption**: [Key features and usage]
- **Usage Trend**: [Increasing/Stable/Declining]
- **Last Login**: [Key stakeholder activity]

### Stakeholder Map

| Name | Role | Relationship | Last Contact | Priority Actions |
|------|------|--------------|--------------|------------------|
| [Name] | [Role] | [Strong/Medium/Weak] | [Date] | [Action] |

### Relationship Coverage

- **Executive Sponsor**: [Name or GAP]
- **Champion**: [Name] - Strength: [Strong/Medium/Weak]
- **Day-to-Day Contact**: [Name]
- **Coverage Gaps**: [Roles we need to engage]

### Strategic Objectives (12 months)

1. **[Objective 1]**: [Key results]
2. **[Objective 2]**: [Key results]
3. **[Objective 3]**: [Key results]

### 90-Day Priorities

| Priority | Owner | Due Date | Status |
|----------|-------|----------|--------|
| [Priority] | [Owner] | [Date] | [Status] |

### Risks & Mitigation

| Risk | Evidence | Likelihood | Impact | Mitigation |
|------|----------|------------|--------|------------|
| [Risk] | [Data point] | [H/M/L] | [H/M/L] | [Action] |

### Expansion Opportunities

| Opportunity | Value | Timeline | Confidence | Next Step |
|-------------|-------|----------|------------|-----------|
| [Opportunity] | [Value] | [Timeline] | [H/M/L] | [Action] |

### Recent Activity Summary

*From CRM, Gong, and support:*
- [Date]: [Activity]
- [Date]: [Activity]
- [Date]: [Activity]

### Support Health

- **Open Tickets**: [Count]
- **CSAT Score**: [Score]
- **Recent Escalations**: [Any?]

Renewal Playbook

## Renewal Playbook: [Company Name]

**Renewal Date**: [Date]
**Days to Renewal**: [Days]
**Current ARR**: [Value]
**Target Outcome**: [Renewal + expansion / Flat renewal / At-risk]

---

### Renewal Health Assessment

*Based on data from [Sources used]:*

| Factor | Status | Evidence |
|--------|--------|----------|
| Product Adoption | [🟢/🟡/🔴] | [Usage metrics from product analytics] |
| Stakeholder Relationships | [🟢/🟡/🔴] | [Engagement data from CRM/Gong] |
| Value Delivered | [🟢/🟡/🔴] | [ROI metrics, success milestones] |
| Support Sentiment | [🟢/🟡/🔴] | [CSAT, ticket trends] |
| Competitive Threat | [🟢/🟡/🔴] | [Any competitive mentions in calls] |
| Champion Strength | [🟢/🟡/🔴] | [Champion engagement level] |

### Overall Renewal Risk: [Low/Medium/High]

### Value Story

*Compiled from success metrics and customer data:*

**Business Impact Delivered**:
- [Metric 1]: [Value achieved]
- [Metric 2]: [Value achieved]

**ROI Summary**: [Calculated ROI or value delivered]

**Customer Quotes**:
- "[Quote from QBR or call recording]" - [Name, Title]

### Renewal Strategy

- **Approach**: [Strategy based on health assessment]
- **Key Messages**: [What to emphasize]
- **Expansion Angle**: [If applicable - specific opportunity]
- **Risk Mitigation**: [How to address identified concerns]

### Stakeholder Engagement Plan

| Stakeholder | Role in Renewal | Sentiment | Engagement Plan |
|-------------|-----------------|-----------|-----------------|
| [Name] | [Decision maker/Influencer/User] | [From Gong sentiment] | [Specific plan] |

### Timeline & Actions

| Date | Action | Owner | Status |
|------|--------|-------|--------|
| T-90 | [Action] | [Owner] | [Status] |
| T-60 | [Action] | [Owner] | [Status] |
| T-30 | [Action] | [Owner] | [Status] |

### Negotiation Prep

- **Expected Asks**: [Based on past conversations]
- **Our Position**: [How we'll respond]
- **Expansion Opportunity**: [Value and pitch]
- **Walk-Away Point**: [Minimum acceptable terms]

### Competitive Intelligence

*From call recordings and CRM:*
- **Competitors Mentioned**: [Any?]
- **Competitive Concerns**: [What they've said]
- **Our Response**: [How to address]

---

Automation Options

When configured with integrations, this skill can:

1. Renewal alerts - Automatically notify CSM and sales when accounts hit renewal milestones (T-180, T-90, etc.)
2. Risk detection - Alert on declining health scores, usage drops, or negative sentiment in calls
3. Expansion signals - Notify when accounts show expansion triggers (usage spikes, new stakeholders, etc.)
4. QBR prep - Auto-generate QBR materials before scheduled reviews
5. Weekly portfolio digest - Summarize account health and actions across your book of business