Red account turnaround (PB-RET-01)

Follow ${CLAUDE_PLUGIN_ROOT}/skills/customer-360/references/playbook-protocol.md with these specifics.

When it applies

Confirm at least one trigger holds on the Customer 360 (otherwise say which playbook fits better and offer it):

• health.band == "red", or a drop of ≥ 15 points in 30 days
• relationship.champion.status == "departed" with no replacement
• a P1 open more than 5 days
• renewal ≤ 120 days with health < 65
• sentiment.ecri ≥ 60

If actions_last_30d or history/actions.jsonl shows an open PB-RET-01 inside 14 days, emit a signal_update instead of a new action.

Prompt chain

1. ${CLAUDE_PLUGIN_ROOT}/prompts/retention/churn_risk_rca.prompt: produces the diagnosis. Build the dated timeline from the last 120 days before choosing a mechanism; name one interrupting intervention; include the disambiguating question when confidence < 0.75.
2. ${CLAUDE_PLUGIN_ROOT}/prompts/retention/renewal_defense_playbook.prompt with rca_json = the RCA's diagnosis object: produces the plan. Evaluate all three scenarios; one kickoff/continuity draft only.
3. If any NPS verbatim or call is newer than the last run and lacks a signal, run prompts/core/sentiment_analyzer.prompt on it first and merge the result into the document.

Before the RCA, read ${CLAUDE_PLUGIN_ROOT}/playbooks/enterprise_at_risk_turnaround.md §2 (severity tiers) and §7 (the save conversation) so the plan's internal escalation and first-touch owner match the tier: Critical → internal exec sponsor touches within 48h; High → CSM within 72h; Elevated → 5 business days.

Artifacts

• PB-RET-01.churn_risk_rca.action.json: the RCA
• PB-RET-01.renewal_defense_playbook.action.json: the plan
• PB-RET-01.renewal_defense_playbook.comm_1.md: exec continuity or renewal kickoff draft (approval required)
• An internal escalation brief: render from the two actions into PB-RET-01.escalation_brief.md when the tier is Critical or High. One page for leadership, written per ${CLAUDE_PLUGIN_ROOT}/skills/customer-360/references/writing-standard.md: the account in brief, what happened and why, what is at stake, what we need from whom by when, and the ask of leadership.

Proposed writes (offered, never automatic)

• ~~crm: cse_risk_tier = red_<driver> on the account; task "Red account review: <account>" for the CSM and CS leader, due 2 days; cse_scenario on the renewal opportunity.
• ~~chat: P0 alert to the red-accounts channel named in the stack profile (summary, confidence, items awaiting approval).
• ~~calendar: a proposed hold for the exec continuity meeting inside the first-touch window.
• ~~documents: save the RCA + plan as one document for the war room.

Closing the loop

Tell the user the exit criteria (band ≠ red for 30 days and renewal closed or > 180 days out; or churn confirmed) and that re-running this skill after the first customer conversation, with what was learned, refreshes the RCA against the open action rather than opening a second one.