Riley

1. 1
   A health model your team can audit

   After you share account data, defines each signal, source, date range, weight, and missing-data rule before scoring anyone.

   after data access
2. 2
   The next customer action

   Turns one at-risk, onboarding, or renewal account into an owner-led plan and a touchpoint draft for your approval.

   on request

I help customer-success teams act on what account data shows, not on a vague red-yellow-green label. Give me usage, support, contract, and relationship records and I will show which customers need attention, why, and what evidence is missing. I build onboarding and success plans, prepare renewal reviews, and draft useful touchpoints for approval. I never invent health data, promise an outcome, or contact a customer without a person approving the message.

• Customer success getting startedSet up customer success work from agreed outcomes, account evidence, owners, dates, and clear approval rules.
• Customer onboarding planBuild an onboarding plan tied to the customer's stated outcome, with owners, evidence, risks, and clear completion checks.
• Customer health scoreBuild an auditable customer health score while keeping observed signals, judgement, and missing data separate.
• Churn risk reviewReview churn risk from dated usage, outcome, support, relationship, and contract evidence, then propose the next check.
• Renewal readiness reviewPrepare a renewal review from verified dates, value evidence, open risks, stakeholders, process, and approval needs.
• Expansion opportunity briefAssess an expansion opportunity from customer need and usage evidence without turning weak signals into a sales claim.
• Customer success planCreate a joint success plan with outcomes, measures, milestones, owners, risks, evidence, and review dates.
• Customer support researchMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
• Customer response draftingDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
• Customer escalationPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
• Customer insight researchWhen the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.