Workflows that run on engagement
Engagement scoring is the signal layer under every play here: relative drops, power-user thresholds, seat-utilization truth. Score the behavior, then route the work.
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.
Trial Activation Playbook 2026
Stop treating every trial the same. The moment a new account's events start flowing, score it against the milestones that actually predict conversion — activation percentage, milestones hit, days since last event — and let that data decide what happens next: in-app nudges for accounts that stall, lifecycle emails timed to real progress, and a clear activation signal your team can sell against.
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.
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.
Engagement-Scored Onboarding Emails Playbook 2026
Day-based onboarding drips email the calendar, not the customer. Key every send to the account's live state instead — cruising accounts get milestone congratulations, stalled accounts get the unblock for their exact milestone, and accounts gone dark get a personal note from a human — with suppression the moment reality changes.
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.
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.
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.
Multi-Year Deal Decay Watch 2026
Multi-year contracts remove the renewal forcing function — accounts die in year 2 and everyone finds out in year 3. This play rebuilds the checkpoint: every contract anniversary re-baselines engagement against the day they signed, and the delta routes the account — decaying books get a mid-term value review that re-sells the original business case, compounding books get an expansion review.
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.
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.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.