Portfolio Review
One manager, 100 customers, one review hour a week. This skill reads the whole book before that hour starts: it gathers the current assessments and what changed across every account, weighs them against your Customer Health, Customer Risk, Renewal, Expansion and Customer Segmentation memories, and returns the exceptions, the evidence behind each one and the questions worth asking. The manager spends the hour on the 12 accounts that need judgement while the rest stand documented as steady. Resource and relationship calls stay human, and each review decision and its outcome sharpen what gets surfaced next time.
Customer Success
Portfolio Review
Customer Health
Customer Health
Customer Risk
Renewal
Expansion
Working the book by exception
Manager attention is the scarcest resource in customer success, and most of it goes to confirming that healthy accounts are healthy.
01 | The Current Way
02 | AI Added On
03 | AI-Native
The monthly review takes the book in alphabetical order
An hour of reading out dashboards
The manager goes account by account, reconciling each CSM's story with the dashboard, and the healthy majority eats most of the hour.
The rank order hides its reasons
A ranking cannot say why an account rose or what to ask it: it reads activity, never your definitions of health, risk and renewal.
The hour starts at the exceptions
The manager goes straight to the accounts needing judgement, each with its evidence and the question to settle. Steady ones take a line.
Board prep asks for the state of the whole book
Assembled by every CSM, merged by hand
Each CSM summarises their accounts in their own terms, someone merges the slides, and the picture is a week old by the meeting.
The dashboard answers a different question
A generated summary restates dashboards built for monitoring, so which accounts now deserve attention is still left for the reader to infer.
An answer that holds up in the boardroom
Leaders get the current exceptions, judged one way across the book with the same memories the weekly review uses, evidence attached.
Capabilities that run this skill
One system that understands, decides, acts and learns.
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An advantage competitors cannot buy back: years of success and failure, codified.
By aggregating judgements that already exist. Health, risk, renewal and expansion assessments run per account against your memories; this skill reads them across the portfolio, along with what changed since the last review, and returns the exceptions, the evidence and the question each one raises.
The accounts where something needs deciding: a risk that is growing, a renewal losing its champion, an expansion signal nobody has picked up, two assessments that disagree. The rest need confirming, and confirmation should cost a line, so the hour buys judgement on accounts that can still be moved.
Through the Portfolio Review capability, as a prepared review: exceptions, evidence, questions. Customer Health reads the same aggregation when leaders ask about the book; Renewal Management draws on the renewal slice. The preparing, gathering and reconciling stops being anyone's job.
Its output is this skill's input. Customer Risk Assessment judges one account: the threat, its severity, the move. This review reads all 100 together and decides where the manager's hour goes. Customer Analysis asks the third question, why the book's numbers moved.
Resource and relationship decisions. Reassigning an account, escalating it or changing its plan is the manager's call, and nothing reaches a customer unless a person sends it. The definitions doing the surfacing are owned too: the CS lead approves what counts as health, risk and renewal exposure.