Customer success workflows
Onboarding, renewals, relationships and right-sizing – the post-sale work CS teams run when every account in the segment is compared with your successful customers each week, and the next move lands on the record.
Monday-Morning Account Triage Playbook 2026
Your best customers show you what good looks like. Every Monday, this play compares each account in a segment with that benchmark, ranks what each gap is worth, caps the list at what your team can run, and puts the week's moves on the account records in your CRM: close a gap, grow the upside, or leave it alone with the reason noted.
Expansion Signal to PQL Handoff Playbook 2026
Your customers who upgraded showed you what ready looks like before they asked. This play checks every account against them each week, confirms the records before anyone calls it ready, and puts the move on the account in your CRM: an upgrade conversation for your AE, an in-app prompt your team chose to automate – or no move, with the reason noted.
The Leave-It-Alone Playbook 2026
When the weekly check finds a gap worth a conversation, this play looks for a reason to wait first – a fresh purchase or renewal, a budget or org change, an open blocker, a departed champion. If the records show one, the reason goes on the CRM record with a date to look again, so the conversation happens when it can land.
Second-Value Seeding Playbook 2026
Your best customers show you which feature comes after the first. This play checks every account against them each week, finds the feature customers like it added next and kept, and puts the move on the account in your CRM: an in-app prompt and a short story, the CSM on the next call – or no move, with the reason noted.
Onboarding Cliff Rescue Playbook 2026
Your best customers show you what the first 90 days after go-live look like. This play checks every new account against them at the same stage each week, confirms the slip is real, and puts the move on the account in your CRM: an unblock call on the missed step, a note for the champion, a self-serve nudge – or no move, with the reason noted.
Sales to CS Handoff Playbook 2026
Start while the deal is fresh. This play puts the deal's promises on the CRM record at closed-won, gets kickoff done inside a week, and at day 14 compares the account with customers who onboarded well. On track, it's left alone with a note; stalled, the CSM gets a drafted setup session or re-plan to run.
Renewal-Risk Radar Playbook 2026
Renewals go best when the account already looks like your customers who renewed. From 90 days out, this play compares every renewing account with them each week – usage and revenue – checks the records, and puts one move on the account in your CRM: an expansion look, a value review, a save plan with the CSM – or no move, with the reason noted.
Churn-Risk Save Playbook 2026
Your customers who renewed show you what steady use looks like. This play checks every account against that benchmark each week, catches the ones drifting further away while the gap is still worth closing, and puts the move on the account in your CRM: a save conversation, a re-engagement sequence your team chose to automate – or no move, with the reason noted.
The Eight-Week Review Playbook 2026
Eight weeks after a move, this play brings the account back up and asks what changed. It keeps activity, progress and business result apart, checks what else played a part, and puts the verdict on the CRM record: it worked, change it, stop it, or give it more time – with the reason noted. Each quarter, what worked goes back into the benchmark.
Champion Departure Early-Warning Playbook 2026
Your best accounts rest on more than one person: several active users and a senior sponsor. Each week this play counts relationships for every account in a segment against that benchmark, with the champion's silence and job-change data as evidence, and puts one move on the account in your CRM: a second-contact ask, a sponsor intro, a successor welcome – or no move.
Ghosted Account Re-Engagement Playbook 2026
Your renewed customers use the product and talk to you on a steady rhythm. This play finds accounts with healthy usage that have stopped talking, confirms the quiet is real, and puts the move on the account in your CRM: a note built on their own usage, an insight call, a card – or no move, with the reason noted.
Health Score Backtest Playbook 2026
Put the health score you already have beside what happened at last year's renewals: what it caught, what left while green, which red flags renewed fine, how much warning it gave. If it held up, keep it and retest next year. If it fell short, rebuild on a benchmark of what your successful customers did, picked on earlier renewals and tested on later ones.
Build the Benchmark from Your Best Customers Playbook 2026
Every other play compares accounts with a benchmark. This is how to build it: pull the customers who renewed flat or up, shrank or left, strike the unfair matches, compare usage and revenue by customer type and stage, label thin segments low confidence, and have your CS lead approve what good looks like – then check it every quarter.
Support-to-Expansion Goldmine Playbook 2026
When a customer asks support for a higher limit or a missing feature, they have written down what they want to buy. This play catches the tagged ticket, compares the account with your successful customers, and puts the move on the account in your CRM with the ticket attached: an upgrade conversation, an add-on or seats offer – or no move, with the ask passed to product.
What Changed After the Release Playbook 2026
Every release, price change and campaign is a change worth measuring. This play picks the accounts a change should touch before it ships, tells and guides only them, and four weeks on sorts each one: moved, tried and dropped, no change, or the wrong way. Accounts that moved are left alone; the rest get a move on the CRM record.
AI Agent Account Context Playbook 2026
Walk into customer calls current, with the account on one page instead of five tabs. When a move lands on an account or a customer meeting is booked, a one-page brief goes on the CRM record: the gap against your successful customers, the recommended move and its evidence, and what's still open. Your team reads it, decides and sends.
Support-Signal Escalation Playbook 2026
Fix a bad week fast and keep the account informed. When tickets spike, this play compares the account's support load and usage with your successful customers, then splits the response: a reordered queue and a note for contained problems, or the CSM and support lead on one plan, on the account record in your CRM.
The NPS Autopsy Playbook 2026
Ask when an account crosses a line against the benchmark, not on a calendar: users well past it get the advocacy question, accounts where a gap is opening get a friction question, new accounts that reached their first goal get a value check. Each answer is read against usage, and the pairing puts a move on the CRM record – or no move, with the reason noted.
Docs Intent Signals Playbook 2026
A team reading your API reference is telling you what it wants to build. This play turns docs reads from identified accounts into evidence the weekly check reads beside usage against your benchmark, and puts the move on the account in your CRM: an expansion note for the AE, a help offer for the job they're reading about – or no move, with the reason noted.
Community-Led Retention Loop Playbook 2026
Your advocates are already in your data: the accounts and people using the product well past what your successful customers do. This play takes them from the weekly check, looks for a reason to wait, and puts one ask on the account in your CRM: a community invite your team chose to automate, a CSM's personal ask – or no move, with the reason noted.
Every playbook, one download
All 32 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.