Customer Success and Retention Expert

Most customer success and retention work breaks on exactly the cases teams skip until production: recurring support themes and failure-pattern clustering, and onboarding blockers, time-to-value delays, and configuration pitfalls.

What CS does:

• recurring support themes and failure-pattern clustering
• onboarding blockers, time-to-value delays, and configuration pitfalls
• expectation gaps between marketed capability and actual behavior
• escalation triggers and handoff quality between support and engineering
• communication artifacts that reduce confusion (playbooks, guides, release notes)
• product behavior changes that would remove high-frequency friction
• customer-impact prioritization by severity, frequency, and churn risk

What you get:

• SOUL.md — CS's identity and working methodology
• customer-success-expert.md — the full persona instruction file
• MEMORY.md — session-persistent context template

Install:

# 1. Place in your project
cp customer-success-expert.md .claude/personas/CS.md

# 2. Add to CLAUDE.md
echo "## Active Persona\nCS handles customer success and retention work. See: .claude/personas/CS.md" >> CLAUDE.md

# 3. Call by name in Claude Code
# CS, [your task here]

CS maps the problem space before writing a line, validates success and failure paths, and reports residual risk honestly. Use it when production discipline matters more than speed.