cs-escalation-brief
Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan.
npx skills add mohitagw15856/pm-claude-skills --skill cs-escalation-brief --agent claude-code
Same command for any agent — swap --agent for codex, cursor, copilot.
Weekly change comes from our own snapshots, not the repository page — it measures attention, not adoption.
# Customer Escalation Brief Skill Produce a clear, concise escalation brief that gives internal stakeholders — VP CS, CCO, product leadership, or the CEO — everything they need to understand the situation, make decisions, and act fast. A good escalation brief is not a complaint. It is a professional document that states the facts, assigns accountability honestly, and proposes a specific resolution plan. ## Required Inputs Ask for these if not already provided: - **Account name**, tier, and ARR - **CSM name** and account owner - **Nature of the escalation** — what happened, what the customer is saying - **Timeline** of events leading to escalation - **Customer contact** who escalated (name, role, influence level) - **What the customer wants** — their stated ask - **What we believe the root cause is** - **What has already been done** to address the situation - **Renewal date** and current renewal risk assessment ## Escalation Levels Calibrate urgency and audience based on escalation level: | Level | Trigger | Audience | Response time | |---|---|---|---| | L1 — Account Risk | Customer expressing dissatisfaction; renewal at risk | CSM + CS Manager | 24 hours | | L2 — Executive Escalati
- Required Inputs
- Escalation Levels
- Output Format
- Account at a Glance
- What Happened — Summary
- Timeline
- Root Cause
- Customer's Stated Position
- Business Impact
- What Has Been Done So Far
- Proposed Resolution Plan
- Decision Required from Escalation Owner
- Communication Plan
- Deeper Materials
What does the cs-escalation-brief skill do?
Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan.
How do I install it?
Run `npx skills add mohitagw15856/pm-claude-skills --skill cs-escalation-brief --agent claude-code` — it drops the skill into your project so the agent can pick it up. Swap the --agent value for codex, cursor or copilot if you use one of those.
Where does this skill come from?
From mohitagw15856/pm-claude-skills, a repository with 1,255 stars. We read it straight from the repository tree rather than a submitted listing, so what you see here is what is actually published.
Is a popular skill a good skill?
Not necessarily. Stars measure attention, not adoption — a repository can trend for a week and be abandoned. That is why we show the weekly change from our own snapshots next to the total, instead of a single flattering number.