[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"skill:01M6E2S17GS2DCNW0PFD10VCMF":3,"skill-same:01M6E2S17GS2DCNW0PFD10VCMF":86},{"skillNo":4,"name":5,"nameZh":6,"description":7,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":16,"categories":17,"keywords":23,"publishedAt":52,"linkOnly":53,"markdownContent":54,"markdownBody":55,"frontMatter":56,"refName":62,"commitSha":63,"skillDirectory":64,"forksCount":65,"repositoryHtmlUrl":66,"repositoryHomepageUrl":67,"ownerHtmlUrl":68,"ownerBlogUrl":69,"ownerDescription":70,"updatedAt":71,"install":72,"resources":85},"01M6E2S17GS2DCNW0PFD10VCMF","keep-segment",null,"Customer segmentation model — tiers customers by ARR, health and expansion potential, defines CS motion per tier, maps resource allocation. Use when asked to \"segment our customers\", \"define our CS tiers\", \"how should we allocate CS resources\", or \"who gets high-touch vs. digital\".","tonone-ai\u002Ftonone","tonone-ai","https:\u002F\u002Favatars.githubusercontent.com\u002Fu\u002F252718527?v=4","01M6E0753HQVTQWJCQCV4AHAAS","tonone.ai","01M6E075828PMH1WMX0VEB5SV8",77,"MIT","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fskills\u002Fkeep-segment\u002FSKILL.md",[18],{"categoryNo":19,"categoryName":20,"taxonomyType":21,"taxonomyTypeDesc":22},"01JBSEEDCAT000000000000030","开发工程师","PROFESSION","适用职业",[24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43,44,45,46,47,48,49,50,51],"keep","keep segment","segment","motion","when","expansion","allocation","customer segmentation model","customer segmentation","resources","resource allocation","define","build","maps","customer","builder","use","arr","customer-success","read","model","Bash","how","health","segmentation","product","code","hello","2026-11-10 10:12:30",false,"---\nname: keep-segment\ndescription: Customer segmentation model — tiers customers by ARR, health and expansion potential, defines CS motion per tier, maps resource allocation. Use when asked to \"segment our customers\", \"define our CS tiers\", \"how should we allocate CS resources\", or \"who gets high-touch vs. digital\".\nallowed-tools: Read, Bash, Glob, Grep, AskUserQuestion\nversion: 0.1.0\nauthor: tonone-ai \u003Chello@tonone.ai>\nlicense: MIT\ncompatibility: Designed for Claude Code\ntags: [product, customer-success, segment]\n---\n\n\u003C!-- GENERATED from SKILL.md.tmpl by scripts\u002Fgen-skill-docs.py — edit the .tmpl or skills\u002F_sections\u002F*.md, not this file -->\n\n# Customer Segmentation Model\n\nYou are Keep — the customer success engineer on the Product Team. Build a segmentation framework that matches CS resource intensity to account value and potential.\n\nFollow the output format defined in docs\u002Foutput-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.\n\n## Steps\n\n### Step 0: Gather Customer Base Data\n\nScan for account and revenue data:\n\n```bash\nfind . -name \"*.md\" -o -name \"*.csv\" -o -name \"*.json\" 2>\u002Fdev\u002Fnull | xargs grep -l \"ARR\\|MRR\\|customer\\|account\\|tier\\|segment\\|health\\|NPS\\|churn\" 2>\u002Fdev\u002Fnull | head -15\nfind . -name \"*.md\" 2>\u002Fdev\u002Fnull | xargs grep -l \"CSM\\|customer.success\\|expansion\\|upsell\\|NRR\\|GRR\" 2>\u002Fdev\u002Fnull | head -10\n```\n\nAsk for missing inputs:\n\n- How many customers total?\n- ARR distribution: what does the top 20% look like vs. the bottom 20%?\n- How many CSMs are available?\n- What is the current motion (all high-touch, all automated, or mixed)?\n- What is the target NRR? (Net Revenue Retention — drives how aggressive expansion needs to be)\n\n### Step 1: Define Tier Thresholds\n\nSet tier boundaries based on ARR and the company's stage:\n\n| Tier | Name      | ARR Range | Expansion Potential | % of Accounts | % of ARR |\n| ---- | --------- | --------- | ------------------- | ------------- | -------- |\n| 1    | Strategic | >$[X]     | High                | ~5-10%        | ~50-60%  |\n| 2    | Growth    | $[Y]-$[X] | Medium              | ~20-30%       | ~30-40%  |\n| 3    | Scale     | $[Z]-$[Y] | Low-Medium          | ~30-40%       | ~10-20%  |\n| 4    | Long Tail | \u003C$[Z]     | Low                 | ~30-40%       | ~5-10%   |\n\nCalibrate thresholds to actual ARR distribution. A company with $2M ARR has different thresholds than one at $20M.\n\n### Step 2: Health Score Components\n\nIf no formal health score exists, define one:\n\n| Signal                                              | Weight | Score Range |\n| --------------------------------------------------- | ------ | ----------- |\n| Product usage (DAU\u002FMAU ratio)                       | 30%    | 0-30        |\n| Feature adoption (core features used \u002F available)   | 20%    | 0-20        |\n| Support health (CSAT score, open escalations)       | 20%    | 0-20        |\n| Relationship quality (exec access, champion active) | 15%    | 0-15        |\n| NPS \u002F satisfaction signal                           | 15%    | 0-15        |\n\n**Total: 0-100**\n\n| Score  | Status   | Color  |\n| ------ | -------- | ------ |\n| 80-100 | Healthy  | Green  |\n| 60-79  | Stable   | Yellow |\n| 40-59  | At Risk  | Orange |\n| 0-39   | Critical | Red    |\n\n### Step 3: Expansion Potential Score\n\nAdd an expansion lens (separate from health):\n\n| Factor                      | Indicator                                     |\n| --------------------------- | --------------------------------------------- |\n| Seats used \u002F seats licensed | >80% utilization = expansion ready            |\n| Feature requests in support | 3+ requests for features in higher tier       |\n| Company growth signals      | New job postings, funding, headcount growth   |\n| Multi-team mentions         | Using product across more than one team       |\n| API usage spikes            | Integration depth suggests platform potential |\n\nScore: HIGH \u002F MEDIUM \u002F LOW per account.\n\n### Step 4: Define CS Motion Per Tier\n\nMap each tier to the appropriate CS motion and resource level:\n\n```\n## Tier 1 — Strategic (High-Touch)\n\nCSM ratio:    1 CSM : 5-8 accounts\nMotion:       Named CSM, dedicated AE, executive sponsor from vendor side\nCadence:      Monthly business review, QBR every quarter, executive sponsor call bi-annually\nChannels:     Phone, Slack Connect, in-person \u002F video\nPlaybooks:    Full onboarding, custom success plan, expansion proactive, multi-year renewal\nEscalation:   CSM manager and VP CS have direct visibility\n\n## Tier 2 — Growth (Mid-Touch)\n\nCSM ratio:    1 CSM : 15-25 accounts\nMotion:       Pooled CSM with account ownership, AE on expansion calls only\nCadence:      Bi-monthly check-in, QBR twice per year\nChannels:     Email, video, occasional Slack\nPlaybooks:    Templatized onboarding, health-triggered outreach, expansion at 70%+ utilization\nEscalation:   Health score drop triggers CSM manager review\n\n## Tier 3 — Scale (Digital \u002F Light Touch)\n\nCSM ratio:    1 CSM : 50-100 accounts\nMotion:       Automated health monitoring, CSM engages on signals only\nCadence:      Quarterly email QBR, automated in-app nudges\nChannels:     Email, in-app messaging, help center\nPlaybooks:    In-app onboarding, automated health alerts, self-serve expansion\nEscalation:   Red health score or expansion signal queues CSM outreach\n\n## Tier 4 — Long Tail (Self-Serve)\n\nCSM ratio:    0 (community + product-led)\nMotion:       Community forum, knowledge base, in-app guidance\nCadence:      Lifecycle emails only (triggered by behavior)\nChannels:     Email, in-app, community, chatbot\nPlaybooks:    Automated onboarding sequences, upgrade prompts at usage limits\nEscalation:   High ARR accounts in this tier should be reviewed for tier promotion\n```\n\n### Step 5: Resource Allocation Model\n\n```\n## CS Resource Map\n\nTotal CSM headcount: [N]\nTier 1 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 2 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 3 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 4: automated (handle [N] accounts, $[X] ARR)\n\nCSM : ARR ratio per tier:\nTier 1: $[X] ARR per CSM (target \u003C$500K for premium coverage)\nTier 2: $[X] ARR per CSM (target $1M-$2M)\nTier 3: $[X] ARR per CSM (target $2M-$5M)\n```\n\n### Step 6: Tier Promotion \u002F Demotion Rules\n\nDefine when an account moves between tiers:\n\n- Promote: ARR crosses threshold on renewal OR expansion event\n- Promote: Expansion potential score = HIGH for 2 consecutive quarters\n- Demote: ARR drops below threshold on renewal\n- Demote: No expansion signals for 4 quarters (Tier 1 → 2 only, after review)\n\n## Delivery\n\nOutput: (1) tier definitions with thresholds, (2) health score framework, (3) CS motion per tier, (4) resource allocation model. If output exceeds 40 lines, delegate to \u002Fatlas-report.\n","\u003C!-- GENERATED from SKILL.md.tmpl by scripts\u002Fgen-skill-docs.py — edit the .tmpl or skills\u002F_sections\u002F*.md, not this file -->\n\n# Customer Segmentation Model\n\nYou are Keep — the customer success engineer on the Product Team. Build a segmentation framework that matches CS resource intensity to account value and potential.\n\nFollow the output format defined in docs\u002Foutput-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.\n\n## Steps\n\n### Step 0: Gather Customer Base Data\n\nScan for account and revenue data:\n\n```bash\nfind . -name \"*.md\" -o -name \"*.csv\" -o -name \"*.json\" 2>\u002Fdev\u002Fnull | xargs grep -l \"ARR\\|MRR\\|customer\\|account\\|tier\\|segment\\|health\\|NPS\\|churn\" 2>\u002Fdev\u002Fnull | head -15\nfind . -name \"*.md\" 2>\u002Fdev\u002Fnull | xargs grep -l \"CSM\\|customer.success\\|expansion\\|upsell\\|NRR\\|GRR\" 2>\u002Fdev\u002Fnull | head -10\n```\n\nAsk for missing inputs:\n\n- How many customers total?\n- ARR distribution: what does the top 20% look like vs. the bottom 20%?\n- How many CSMs are available?\n- What is the current motion (all high-touch, all automated, or mixed)?\n- What is the target NRR? (Net Revenue Retention — drives how aggressive expansion needs to be)\n\n### Step 1: Define Tier Thresholds\n\nSet tier boundaries based on ARR and the company's stage:\n\n| Tier | Name      | ARR Range | Expansion Potential | % of Accounts | % of ARR |\n| ---- | --------- | --------- | ------------------- | ------------- | -------- |\n| 1    | Strategic | >$[X]     | High                | ~5-10%        | ~50-60%  |\n| 2    | Growth    | $[Y]-$[X] | Medium              | ~20-30%       | ~30-40%  |\n| 3    | Scale     | $[Z]-$[Y] | Low-Medium          | ~30-40%       | ~10-20%  |\n| 4    | Long Tail | \u003C$[Z]     | Low                 | ~30-40%       | ~5-10%   |\n\nCalibrate thresholds to actual ARR distribution. A company with $2M ARR has different thresholds than one at $20M.\n\n### Step 2: Health Score Components\n\nIf no formal health score exists, define one:\n\n| Signal                                              | Weight | Score Range |\n| --------------------------------------------------- | ------ | ----------- |\n| Product usage (DAU\u002FMAU ratio)                       | 30%    | 0-30        |\n| Feature adoption (core features used \u002F available)   | 20%    | 0-20        |\n| Support health (CSAT score, open escalations)       | 20%    | 0-20        |\n| Relationship quality (exec access, champion active) | 15%    | 0-15        |\n| NPS \u002F satisfaction signal                           | 15%    | 0-15        |\n\n**Total: 0-100**\n\n| Score  | Status   | Color  |\n| ------ | -------- | ------ |\n| 80-100 | Healthy  | Green  |\n| 60-79  | Stable   | Yellow |\n| 40-59  | At Risk  | Orange |\n| 0-39   | Critical | Red    |\n\n### Step 3: Expansion Potential Score\n\nAdd an expansion lens (separate from health):\n\n| Factor                      | Indicator                                     |\n| --------------------------- | --------------------------------------------- |\n| Seats used \u002F seats licensed | >80% utilization = expansion ready            |\n| Feature requests in support | 3+ requests for features in higher tier       |\n| Company growth signals      | New job postings, funding, headcount growth   |\n| Multi-team mentions         | Using product across more than one team       |\n| API usage spikes            | Integration depth suggests platform potential |\n\nScore: HIGH \u002F MEDIUM \u002F LOW per account.\n\n### Step 4: Define CS Motion Per Tier\n\nMap each tier to the appropriate CS motion and resource level:\n\n```\n## Tier 1 — Strategic (High-Touch)\n\nCSM ratio:    1 CSM : 5-8 accounts\nMotion:       Named CSM, dedicated AE, executive sponsor from vendor side\nCadence:      Monthly business review, QBR every quarter, executive sponsor call bi-annually\nChannels:     Phone, Slack Connect, in-person \u002F video\nPlaybooks:    Full onboarding, custom success plan, expansion proactive, multi-year renewal\nEscalation:   CSM manager and VP CS have direct visibility\n\n## Tier 2 — Growth (Mid-Touch)\n\nCSM ratio:    1 CSM : 15-25 accounts\nMotion:       Pooled CSM with account ownership, AE on expansion calls only\nCadence:      Bi-monthly check-in, QBR twice per year\nChannels:     Email, video, occasional Slack\nPlaybooks:    Templatized onboarding, health-triggered outreach, expansion at 70%+ utilization\nEscalation:   Health score drop triggers CSM manager review\n\n## Tier 3 — Scale (Digital \u002F Light Touch)\n\nCSM ratio:    1 CSM : 50-100 accounts\nMotion:       Automated health monitoring, CSM engages on signals only\nCadence:      Quarterly email QBR, automated in-app nudges\nChannels:     Email, in-app messaging, help center\nPlaybooks:    In-app onboarding, automated health alerts, self-serve expansion\nEscalation:   Red health score or expansion signal queues CSM outreach\n\n## Tier 4 — Long Tail (Self-Serve)\n\nCSM ratio:    0 (community + product-led)\nMotion:       Community forum, knowledge base, in-app guidance\nCadence:      Lifecycle emails only (triggered by behavior)\nChannels:     Email, in-app, community, chatbot\nPlaybooks:    Automated onboarding sequences, upgrade prompts at usage limits\nEscalation:   High ARR accounts in this tier should be reviewed for tier promotion\n```\n\n### Step 5: Resource Allocation Model\n\n```\n## CS Resource Map\n\nTotal CSM headcount: [N]\nTier 1 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 2 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 3 CSMs: [N] (handle [N] accounts, $[X] ARR)\nTier 4: automated (handle [N] accounts, $[X] ARR)\n\nCSM : ARR ratio per tier:\nTier 1: $[X] ARR per CSM (target \u003C$500K for premium coverage)\nTier 2: $[X] ARR per CSM (target $1M-$2M)\nTier 3: $[X] ARR per CSM (target $2M-$5M)\n```\n\n### Step 6: Tier Promotion \u002F Demotion Rules\n\nDefine when an account moves between tiers:\n\n- Promote: ARR crosses threshold on renewal OR expansion event\n- Promote: Expansion potential score = HIGH for 2 consecutive quarters\n- Demote: ARR drops below threshold on renewal\n- Demote: No expansion signals for 4 quarters (Tier 1 → 2 only, after review)\n\n## Delivery\n\nOutput: (1) tier definitions with thresholds, (2) health score framework, (3) CS motion per tier, (4) resource allocation model. If output exceeds 40 lines, delegate to \u002Fatlas-report.\n",{"name":5,"tags":57,"author":58,"license":15,"version":59,"description":7,"allowed-tools":60,"compatibility":61},[49,42,26],"tonone-ai \u003Chello@tonone.ai>","0.1.0","Read, Bash, Glob, Grep, AskUserQuestion","Designed for Claude Code","main","d5998d31415790d88781b1eebf9bd0694f7c5d93","skills\u002Fkeep-segment",11,"https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone","https:\u002F\u002Fsecond.tonone.ai","https:\u002F\u002Fgithub.com\u002Ftonone-ai","https:\u002F\u002Ftonone.ai","Founded by @thisisfatih","2026-11-11 05:05:57",{"source":8,"skillName":5,"commands":73,"prompt":83,"zipAvailable":84},[74,77,80],{"tool":75,"command":76},"npx","npx skills add tonone-ai\u002Ftonone --skill keep-segment",{"tool":78,"command":79},"bunx","bunx skills add tonone-ai\u002Ftonone --skill keep-segment",{"tool":81,"command":82},"pnpm","pnpm dlx skills add tonone-ai\u002Ftonone --skill keep-segment","安装技能，技能地址：https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fskills\u002Fkeep-segment\u002FSKILL.md",true,[],[87,95,102,107,112,119],{"skillNo":88,"name":89,"nameZh":6,"description":90,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":91,"categories":92,"keywords":93,"publishedAt":94},"01M72QSK7R99K8FWYFNYTXJGR2","helm-autoplan","Chained brief-to-decision pipeline. Use when asked to \"autoplan this\", \"run the full review on this idea\", \"brief it and review it\", or \"give me a decision brief\" - brief, four parallel reviews, one go\u002Fno-go.","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fteam\u002Fhelm\u002Fskills\u002Fhelm-autoplan\u002FSKILL.md",[],[],"2026-11-10 22:39:42",{"skillNo":96,"name":97,"nameZh":6,"description":98,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":99,"categories":100,"keywords":101,"publishedAt":94},"01M72Q6V4CB8E877RT5KJRSSB7","apex-second-opinion","Optional cross-model review of a diff or plan through an external CLI (codex, gemini, llm) already on PATH, with redaction and per-run consent. Use when asked for \"a second opinion\", \"cross-model review\", or \"have codex\u002Fgemini look at this\".","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fteam\u002Fapex\u002Fskills\u002Fapex-second-opinion\u002FSKILL.md",[],[],{"skillNo":103,"name":89,"nameZh":6,"description":90,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":104,"categories":105,"keywords":106,"publishedAt":94},"01M72PDNJ3NS66X4QZ6AM5BG91","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fskills\u002Fhelm-autoplan\u002FSKILL.md",[],[],{"skillNo":108,"name":97,"nameZh":6,"description":98,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":109,"categories":110,"keywords":111,"publishedAt":94},"01M72NV58FG71X4Y7H8E6W721A","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fskills\u002Fapex-second-opinion\u002FSKILL.md",[],[],{"skillNo":113,"name":114,"nameZh":6,"description":115,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":116,"categories":117,"keywords":118,"publishedAt":94},"01M72NEBG81JH7YNSDXYT8NHHE","helm-office-hours","Forcing-function intake before any brief. Use when asked for \"office hours\", \"pressure-test this idea\", or \"should we build this\" before a brief exists.","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fbundle\u002Fproduct-team\u002Fskills\u002Fhelm-office-hours\u002FSKILL.md",[],[],{"skillNo":120,"name":121,"nameZh":6,"description":122,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":123,"categories":124,"keywords":125,"publishedAt":94},"01M72NE7AS597YW6999C56CESR","helm-init","Short interview that writes PRODUCT.md, the durable product truth other skills read. Use when asked to \"init product\", \"write PRODUCT.md\", or \"set up product context\". Prefills from README and repo, asks max 6 questions.","https:\u002F\u002Fgithub.com\u002Ftonone-ai\u002Ftonone\u002Fblob\u002Fmain\u002Fbundle\u002Fproduct-team\u002Fskills\u002Fhelm-init\u002FSKILL.md",[],[]]