Workflows for customer success teams
Save plays, onboarding rescues, health-score audits and re-engagement ladders — the post-sale motions CS teams run when the product data, not the calendar, decides what happens next.
AI Agent Account Context Playbook 2026
AI agents are only as useful as what they know about the account. Give yours the whole picture — engagement and usage from Accoil, contract and pipeline from the CRM, billing from Stripe, support history, session replays — and every signal comes back as a one-page brief, a drafted outreach and a suggested next step. The CSM reviews and sends; the judgment stays human, the hour of prep doesn't.
Churn-Risk Save Playbook 2026
Catch accounts sliding toward churn while there is still time to act: an engagement-score drop fires the play carrying the score trend, active-user percentage and the features that went quiet; revenue context gets attached automatically; high-value accounts route to a CSM save motion within 48 hours and everyone else enters an automated re-engagement track.
Monday-Morning Account Triage Playbook 2026
Most CSM weeks are planned by the inbox: whoever emailed last gets the attention. This play starts the week from the product data instead — a Monday digest of the biggest score moves, stalled onboardings and upcoming renewals, triaged in fifteen minutes into three piles: save touches to make now, expansion signals for sales, and thriving accounts to leave alone.
Renewal-Risk Radar Playbook 2026
Renewals are lost in the quiet months before the date, not on the renewal call. Ninety days out, grade every renewing account against its own healthy baseline — engagement trend, active seats, champion activity — and sort the quarter into three lanes: green accounts queued for expansion review, watch accounts getting a value touch, and at-risk accounts entering a save plan.
Expansion Signal to PQL Handoff Playbook 2026
Expansion revenue hides in usage data long before anyone asks for a bigger plan. Catch accounts that cross your expansion threshold — engagement high, seats nearly full, limits being hit — qualify them against a written PQL profile, and hand the sales-ready ones to an AE with the evidence attached. Everyone else gets in-app prompts instead of a pitch.
Sales to CS Handoff Playbook 2026
The riskiest moment in a customer's life is the week after the signature, when sales moves on and CS starts from a blank page. This play moves the deal context to the CSM automatically, captures a day-zero engagement baseline the moment events start flowing, and checks the account against a healthy cohort at day 14 — so a stalled start gets re-planned in week two, not discovered at the first QBR.
Support-Signal Escalation Playbook 2026
A ticket spike is annoying; a ticket spike on an account whose engagement is falling is a churn story being written in real time. Join the support queue to the product data, size the blast radius of every flare-up — value at stake, seats affected, days to renewal — and split the response: a reprioritized queue for contained problems, CSM and support lead in one thread for the threatening ones.
Feature-Launch Adoption Loop Playbook 2026
Most feature launches are announcements with no second act: shipped, posted, forgotten. Run the launch as a loop instead — announce to the cohort that actually needs it, guide first use in-product, track every account into adopted, tried, or ignored, and let each lane drive what happens next, from drop-off surveys to PM interviews.
Champion Departure Early-Warning Playbook 2026
Catch a champion's departure from their usage, not their bounce-back email: a key user's engagement flatlining for 14 days fires the play carrying their score, last-seen date and the account-level damage; job-change data confirms the exit; and the CSM runs a multi-thread play — two new stakeholders mapped, the successor re-onboarded — before the renewal ever feels the hole.
Community-Led Retention Loop Playbook 2026
Pick advocates on evidence, not volume: a sustained top-decile engagement signal fires the play, community and product data match each user to the right advocacy motion — community invite, review, reference, beta — the ask is personalized to what they actually built, and the advocate cohort's NRR is measured against a matched control so the program survives budget season.
Docs Intent Signals Playbook 2026
Docs traffic is the most ignored intent stream in post-sale. This play classifies every identified account's docs session as risk intent (data export, migration, cancellation) or growth intent (API reference, advanced features), joins it with the account's engagement score, ARR and renewal date, and routes it to the save-play owner or the AE — days before it becomes a ticket or a churn.
Ghosted Account Re-Engagement Playbook 2026
Ban the "just checking in" email and replace it with the customer's own data: 30 days of silence plus a declining engagement score fires the play carrying the score trend, the last meaningful action and the features gone quiet — so every touch, from the value-led email to the AM's insight call to the physical send for high-ARR accounts, opens with something they didn't know about their own usage.
Health Score Backtest Playbook 2026
Every quarter close, join last quarter's health scores against actual outcomes and compute the score's precision and recall: how many churned accounts were red 90 days out, and how much warning the score really gave. RevOps kills the vanity inputs, reweights toward behavior, and publishes the scorecard so the score earns the trust it's asking for.
Meeting-Prep Agent Playbook 2026
Call prep is a 15-minute scramble across CRM, analytics, tickets and old notes — and the CSM still gets blind-sided by the usage drop nobody surfaced. This play sends an agent instead: at T-minus 60 it pulls the score trend, seat changes, open tickets and last-call commitments, distills them into a fixed one-page brief, and posts it to Slack so the CSM walks in current.
The NPS Autopsy Playbook 2026
Kill the quarterly NPS blast — survey behavior instead. When an account crosses a behavioral threshold (a sustained spike, a 20-point decline, an activation milestone), the moment picks the micro-survey: power users get the advocacy ask, decliners the friction probe, the newly-activated value confirmation. Every answer is joined with the respondent's actual usage and routed to a different play.
Onboarding Cliff Rescue Playbook 2026
Onboarding "complete" is where churn begins: the moment the CRM marks the handoff, this play snapshots the activation baseline — milestones hit and skipped, seats activated — then watches weekly usage against it for 30 days. Accounts holding above baseline get a graduation sequence seeding the second use case; accounts sliding get a CSM call within five days, keyed to the slipping milestone.
Second-Value Seeding Playbook 2026
Accounts living on one feature look healthy and churn anyway. When a single feature crosses 80% of an account's usage for 30 days, this play matches the next-best feature from what similar accounts adopted and kept, then seeds it by segment: an in-app prompt where the dominant workflow naturally ends, a lifecycle sequence telling a use-case story, and a CSM bringing it to high- touch accounts.
Support-to-Expansion Goldmine Playbook 2026
Feature-request and limit-hit tickets from power users are pre-qualified expansion pipeline hiding in the support queue. This play catches the tagged ticket, qualifies it against engagement and plan data, routes the real opportunities to an AE as a PQL with the customer's own words attached, and measures support-sourced pipeline as its own number.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.