Customer Success Playbooks

Overview

Customer Success is not reactive support — it is proactive value delivery that drives retention and expansion. This skill builds the CS operating system: Desired Outcome mapping (Lincoln Murphy), health scoring with leading indicators (Gainsight), CSQL identification for expansion, and playbooks per customer lifecycle stage.

When to Use

• "Build our customer success function"
• "Design customer onboarding"
• "Create a health score model"
• "Set up expansion plays"
• "Build QBR templates"
• "Customer comms during outage / incident"
• "CS crisis FAQ for support"
• "Retention crisis — churn wave response"