cco-review

Topics in the source

• /c-level-agents:cco-review — CCO Forcing Questions
• When to Run
• The Six CCO Questions
• 1. What's the GROSS retention rate?
• 2. What's the #1 reason customers leave?
• 3. What's the median time-to-value (TTV) by segment?
• 4. Which customer would you fire today?
• 5. What's the ARR-per-CSM ratio, and is the model pooled or named?

Command: /c-level-agents:cco-review The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire. Before any board narrative that includes a retention number Before approving a CS team headcount expansion Before re-segmenting the customer base or changing tier definitions Before launching a customer marketing or advocacy program Before a major CS hire (CSM, AM, Implementation, Customer Marketing) When NRR is "great" but churn complaints from CSMs are increasing Before deciding whether to add an AM role separate from CSM Not NRR. Gross. NRR can hide a leaky bucket behind expansion. GRR healthy ≥ 90% at growth stage, ≥ 95% at scale If GRR 100%, the product is failing for 15%+ of customers; expansion is masking the failure Run retentiondecompositionanalyzer.py If you can't name it, you don't understand churn. 7-category taxonomy: productfit / competitorloss / novaluerealized / pricing / championleft / companyevent / tacticalfailure Preventable churn = productfit + novaluerealized + tacticalfailure If preventable > 50%, CS has clear leverage; if 50% of ARR + low IC

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