Playbooks for everything after the signature
Field-tested workflows for customer success, growth, sales and account management — each one a diagram you can read in a minute and a playbook you can run this quarter, built on the product data you already collect.
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.
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.
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.
Seat & Feature-Adoption Upsell Playbook 2026
Accounts tell you what they'd pay more for by how they use what they have: a feature worked to its limit, seats stretched past the contract, power users deep in add-on territory. Read feature-by-feature adoption against the plan they pay for, find the entitlement gaps, and route each to the right motion — an evidence-backed add-on demo or a seat true-up at the QBR.
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.
AI Renewal Agent for the Long Tail 2026
The bottom 60% of your book gets no renewal motion — CSMs carrying 100–250 accounts can't cover it. This play gives those accounts a narrow agent with hard guardrails: a usage-backed renewal notice, standard quote, reminder cadence and payment, with any decline signal, discount ask or confusion routed to a human mid-thread. Measured against the do-nothing baseline it replaces.
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.
Churned-Account Win-Back Playbook 2026
Every churned account is a lead with a documented objection, and your changelog eventually answers many of them. This play logs a reason code at churn, classifies winnability from the final engagement snapshot, watches for the unlock that answers the objection, and fires a win-back that says "you left because X; X shipped last month" to the person who made the call.
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.
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.
New Executive, New Rules Playbook 2026
A new CFO or CTO runs a tool audit in their first 90 days, and tools they didn't buy die first — your renewal was decided the day they were hired. This play catches the hire the week it happens, enriches who they are and what stack they came from, scores how visible your value is to someone who wasn't there for the sale, and puts the AM in front of them — in their frame — before procurement asks.
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.
Pricing Migration Without the Churn Spike 2026
Migrate the book to new pricing without torching NRR: segment every account by usage-fit against the new packaging, price delta and engagement, run sequenced comms per track with each account's own usage numbers as the evidence, put an AM on every flight-risk account with a time-boxed bridge offer, and monitor cohort churn per wave against a pause threshold you wrote down before wave one shipped.
Customer Layoffs Counter-Play 2026
When a customer announces layoffs your ARR already shrank — you just haven't been told. This play hears the news first: Clay's enrichment catches the layoff, Accoil rechecks seats and engagement against it, and the AM shows up with a right-size-and-retain offer before the customer asks — while the surviving team gets re-onboarded and the forecast gets the truth.
Renewal Forecast Truth Serum Playbook 2026
When an account enters the 120-day forecast window, compare what the CSM called it against what the usage data says: accounts forecast commit or safe while engagement declines get auto-flagged onto the pipeline review agenda, the CS leader re-grades with the evidence on the table, and every override gets logged with a reason code — so forecast accuracy becomes a measured number that improves.
Second-Department Expansion Playbook 2026
Usage spreading across team boundaries is visible in the product data weeks before anyone asks for seats. This play detects the new-team usage cluster, qualifies the beachhead on week-2 retention, gets the champion to make the warm intro, onboards the new department onto its own use case, and books the deal as a second-department expansion — not a seat upsell.
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.
The Shelfware Confession Playbook 2026
When seat utilization sits under 60% for 60 days, take it to the customer before procurement finds it: build a utilization truth doc — what's used, what's dormant, what activation would take — and have the AM present both paths honestly, a reactivation plan or a clean right-size quote. Right-sized accounts renew with trust intact and expand later, because the next quote is credible.
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.
Usage Bill-Shock Absorber Playbook 2026
Catch a usage spike mid-cycle — 40%+ above the account's trailing three-month band — and let engagement data decide what it is: healthy growth gets an AM call before the invoice lands, reframed as a plan conversation; a runaway script gets a named-meter alert and an offered cap. Expansion instead of dispute, and zero surprise invoices.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.
38 tools these workflows run on
Every tool in the library, by category — and every workflow that uses it. Swap any of them; the signal stays the same.