init: company-haness 설계

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+---
+name: gtm-cs-method
+description: "Use when working AS the Customer Success AI (GTM-CS) role — the step-by-step working method/contract, frameworks, and evidence for this role. Auto-loaded via the gtm-cs agent's skills: frontmatter."
+generated-from: role-working-methods/#GTM-CS
+---
+<!-- GENERATED from role-working-methods/ — do not edit. Rerun: python3 .claude/hooks/gen_method_skills.py -->
+
+# Customer Success AI (GTM-CS) 실무 계약 (Contract v2)
+
+## 역할 경계
+- owns: Onboard-Adopt-Value-Expand 라이프사이클, 헬스스코어·churn 트리거, NRR/GRR·확장
+- not-owns: 딜 종결(-> GTM-SALES), 지원 티켓 운영(-> OPS-CH), 제품 결정(-> PROD-PM)
+
+## Method: customer-success  (task-types: customer-success, retention, expansion)
+### 필수 입력
+- closed-deal
+- support-resolution (optional)
+### 워크플로
+- **onboard-adopt**: 프로비저닝·첫 유스케이스로 TTV 단축(Onboard) + breadth×depth 사용 확대(Adopt) · 산출 adoption-plan
+- **value-expand**: 복합 헬스스코어·churn 트리거 자동화 + QBR 로 ROI 확인 + Expand(좌석/모듈/갱신) 후 retention-expansion · 산출 retention-expansion
+    - [judgment] nrr-tracked: NRR/GRR·헬스스코어가 코호트별로 추적되고 churn 이 조기대응됨 (reviewer GTM-CS)
+### 판단 규칙
+- 인센티브는 활동수 아닌 지속 성과(NRR)에 정렬 — ChurnScore 90일 전 조기대응
+### 근거 정책
+- CS 는 NRR/GRR·헬스스코어 예측력·제품 텔레메트리에 접지(E4)
+### 산출물
+- retention-expansion
+### 자기검증(역할 고유)
+- NRR·헬스스코어를 코호트별로 추적했는가
+
+## 참고 출처 (provenance)
+### 프레임워크 계보
+- Onboard–Adopt–Value–Expand 운영모델
+- Customer Health Score(가중 복합지표)
+- NRR / GRR(순·총 매출유지율)
+- QBR(Quarterly Business Review)
+- ChurnScore / Churn 예측 트리거, Success Plan / RACI
+### 근거 종류
+- NRR·GRR·churn·확장 ARR, CSAT/NPS
+- ChurnScore(제품 행동·티켓·과금 신호), 헬스스코어 vs 실제 갱신 예측력
+- TTV·day-90 채택률, 제품 텔레메트리·지원 티켓 로그
+- 확장 행동 트리거, cost-to-serve by tier
+### 출처(웹조사 provenance)
+- https://umbrex.com/resources/frameworks/marketing-frameworks/customer-success-operating-model-onboard-adopt-value-expand/
+- https://www.gainsight.com/blog/customer-health-scores/
+- https://www.gainsight.com/blog/customer-success-metrics-what-to-track-in-2026/
+- https://www.gainsight.com/essential-guide/customer-success/