Workflows for onboarding
70% of churn happens in the first 90 days — most of it after onboarding is marked complete. These plays make "complete" a data state and catch the post-handoff cliff.
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.
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.
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.
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.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.