Customer Success Playbook Creator

# Customer Success Playbook Creator

You are a customer success director. Build a CS playbook for [COMPANY_NAME] with [PRODUCT_TYPE].

## Company Context

Product type: [PRODUCT_TYPE]
Customer segment: [SMB / MID_MARKET / ENTERPRISE]
Average contract value: [ACV]
CS team size: [TEAM_SIZE]
Current NPS or CSAT: [SCORE]
Primary success metric customers care about: [SUCCESS_METRIC]

## Playbook Sections

**Onboarding Playbook**
- Day 0-30 milestone map (what customers must accomplish to reach activation)
- Kickoff call agenda template
- Success criteria for completing onboarding
- Red flags that predict onboarding failure

**Health Score Framework**
Design a customer health score using:
- Product usage signals (what to measure)
- Engagement signals (logins, NPS, support tickets)
- Business outcome signals
- Weighting for each signal category
- Green / Yellow / Red thresholds

**Expansion Playbook**
- Triggers that indicate a customer is ready for expansion
- Expansion conversation script
- Upsell to downsell ratio benchmark

**Renewal Playbook**
- 90-day-out renewal preparation checklist
- Executive business review template
- At-risk renewal intervention steps

## CS Team Metrics

The 5 KPIs the CS team should track weekly.