* feat(skill): cross-pollinate the new tool wave into catalog routing Wire the recent tool skill wave into the two-layer routing graph so the new tool skills are reachable from the methodology skills that own their domains, and vice versa: - methodology -> tool down-routes: platform-engineering -> kubernetes, terraform, telemetry, postgres, grafana; site-reliability-engineering -> telemetry, grafana; data-engineering and backend-engineering -> postgres; frontend-engineering -> mobile-development; verification-methodology -> playwright, documents; technical-documentation -> documents - neckbeard: add mobile-development and documents routing rows plus change-surface coverage entries, and cross-link the lightweight test-hardening path to qa-methodology's bounded mutation-review material - collaboration layer: chief-of-staff-methodology -> slack/notion/email, go-to-market -> crm, conditional-customer-success -> crm; fix the dead seo-content-optimization reference in go-to-market (now seo-audit) - references/skill-triggers.md: add trigger rows for the 14 new skills - bring go-to-market's description up to the quality validator's imperative-verb + negative-boundary requirement and regenerate catalogs Co-authored-by: factory-droid[bot] <138933559+factory-droid[bot]@users.noreply.github.com> * fix(skill): add eval manifest for technical-documentation The eval-coverage ratchet fails on modified skills without a schema-valid manifest once coverage passes 50%. technical-documentation was modified by the routing cross-pollination change and lacked one; add six output-quality cases covering README authorship, API reference generation, CLI help design, agent-facing docs, documentation-site IA, and troubleshooting sections. Co-authored-by: factory-droid[bot] <138933559+factory-droid[bot]@users.noreply.github.com> --------- Co-authored-by: factory-droid[bot] <138933559+factory-droid[bot]@users.noreply.github.com>
Conditional Customer Success — recurring human-relationship practices
Guide customer-success practices for products with recurring human relationships: success plans, health evidence, renewal and expansion signals, quarterly business reviews (QBRs), handoffs to product/support/engineering, escalation paths, and closed-loop Voice of Customer operations. This skill is conditional — it loads only when the product has accounts, renewals, QBRs, or a customer-success team. When those conditions are absent, it declines and routes the caller to the appropriate alternative.
Why Install This Skill
Many products have human relationships with their customers — account managers, renewal conversations, quarterly business reviews, success plans, and structured escalation paths. When those relationships exist, customer-success practice brings discipline: evidence-based health tracking instead of gut-feel red accounts, structured escalation instead of ad-hoc fire drills, and closed-loop feedback that ensures customer insights reach the product team and the customer hears back what happened.
This skill fills a gap in the catalog: no dedicated customer-success capability existed. Isolated pieces lived across onboarding, renewal, expansion, and stakeholder skills, but nothing connected them into a coherent practice with clear artifacts, evidence standards, and handoff protocols.
After installing, your agent can: assess whether customer-success practice applies to a given product context (and decline when it does not), build success plans anchored to customer outcomes, maintain evidence-based health records that surface conflicting signals rather than hiding them, design escalation paths with explicit human-judgment gates, run structured QBRs, handoff account evidence to product/support/engineering teams with context, and operate a closed-loop Voice of Customer process from insight to product change to customer communication.
What You Get
| Directory Entry | What It Provides |
|---|---|
SKILL.md |
Core methodology: applicability decision, success plans, health/risk records, escalation, handoffs, closed-loop feedback, QBR structure, privacy and human-judgment boundaries, and routing to related skills. |
README.md |
This file — human-facing overview. |
references/discovery-brief.md |
Bounded discovery brief: surveys existing onboarding/renewal/expansion/stakeholder content, defines when customer-success applies and when it routes to analytics/adoption/lifecycle-learning. |
references/privacy-and-human-judgment.md |
Full privacy and human-judgment boundaries: consent framework, surveillance-risk guidance, decision-support vs. automated-decision rules, escalation-gate requirements. |
templates/applicability-decision.md |
Structured applicability assessment — records which preconditions are present/absent and produces a proceed-or-decline verdict. |
templates/success-plan.md |
Customer success plan template: desired outcomes, product-capability alignment, measurable milestones, evidence gates, relationship owner. |
templates/health-risk-record.md |
Evidence-based health/risk record: signal, source, trend, confidence, and conflicting-signal tracking per dimension. |
templates/escalation-and-feedback-closure.md |
Escalation path definition template and closed-loop feedback closure record. |
evals/evals.json |
Schema-valid evaluation manifest with five output-quality cases covering B2B subscription, internal-tool decline, public-service, renewal-risk, and conflicting health evidence. |
Quick Start
No API keys or external dependencies are required. The skill loads when the agent detects a product context with accounts, renewals, QBRs, or a customer-success team.
- When customer-success practice is considered, the agent first produces an applicability decision using the template.
- If the context qualifies (accounts, renewals, QBRs, or CS team present), the agent proceeds through the relevant artifacts.
- If the context does not qualify (no accounts, no renewals, no QBRs, no CS team), the agent declines and routes to product-analytics-and-measurement, product-adoption, or product-lifecycle-learning.
To validate the skill:
ruby scripts/validate-skills.rb
.venv/bin/python scripts/validate-evals.py
.venv/bin/python -m eval_runner conditional-customer-success/evals/evals.json --adapter fake --output-dir /tmp/eval-smoke-cs
Triggers
Load this skill when the user asks about: customer success, success plans, account health, health scoring, renewal risk, churn risk, expansion signals, quarterly business reviews (QBRs), executive business reviews, voice of customer, closed-loop feedback, customer escalation, account management, account handoff, customer communication after product changes.
Do NOT load when the context has no accounts, no renewals, no QBRs, and no customer-success team. Examples: internal tools without recurring human relationships, pure transactional products, public services without account-based engagement, consumer apps without human CS relationships.
Requirements
- No API keys, external services, or runtime dependencies.
- The skill references existing skills in the catalog (product-analytics-and-measurement, product-adoption, product-experimentation, go-to-market) and prose-references skills not yet landed (product-lifecycle-learning).
- Templates are markdown files with no special rendering requirements.