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Operations/customer-success-playbook

Customer Success Playbook

Create CS playbooks with plays for onboarding, adoption, renewal, and expansion.

Time Saved

1-2 weeks → 20 min

Compared to doing it manually

Slash Command

/customer-success-playbook

Type this in Claude to run the skill

The Problem

CSMs run plays from memory. Onboarding varies by who is assigned.

What You Get

  • ✓Onboarding play with timeline
  • ✓Adoption play with health metrics
  • ✓Renewal play with risk scoring
  • ✓Expansion play with signals
  • ✓Templates and escalation matrix

How to use this skill

  1. 1Download the skill file using the button on this page
  2. 2Add the file to your .claude/skills/ folder in your project
  3. 3Type /customer-success-playbook in Claude to run the skill

Best For

CS leaders building playbooksPMs working on retentionTeams scaling customer success

Related Skills

Sprint Retro Facilitator

/sprint-retro-facilitator

Structures sprint retrospectives with prompts, synthesis, and action items

Incident Post-Mortem

/incident-post-mortem

Writes a blameless incident post-mortem with root cause analysis

Process Documentation

/process-documentation

Documents team processes with quick reference checklists and detailed steps

Team Health Check

/team-health-check

Run structured team health checks to surface what is working and what is not.

Frequently Asked Questions

A playbook documents repeatable processes for onboarding, adoption, renewal, and expansion. It includes triggers (when to act), actions (what to do), and outcomes (what success looks like).

Support is reactive — solving problems when customers reach out. Success is proactive — helping customers achieve outcomes before they have problems. Support is a cost center; success is a revenue driver.

Track: Net Revenue Retention (NRR), customer health scores, time-to-value, expansion revenue, and NPS/CSAT. Leading indicators (health scores) matter more than lagging indicators (churn) for intervention.