Customer 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.

Install

npx pm-claude-skills add --agent claude   # or codex · cursor · gemini · hermes
# or one-line MCP (every skill, any client):
claude mcp add pm-skills -- npx -y pm-claude-skills-mcp

What to give it

• 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

Related skills