Write a Customer Success Playbook
Create a customer success playbook with onboarding motions, health scoring, and expansion triggers.
The Prompt
Write a customer success playbook for the following product. Include: 1. Customer journey map: key milestones from signed contract to expansion-ready 2. Onboarding plan: 30/60/90-day milestones with owner (CSM vs. customer) 3. Health score definition: 4-6 signals that indicate healthy vs. at-risk accounts 4. QBR (quarterly business review) template 5. Churn prevention playbook: what to do at each risk signal 6. Expansion triggers: when and how to introduce upsell conversations 7. CSM to account ratio guidance by segment Product: [YOUR SaaS PRODUCT] Customer segments: [SMB / MID-MARKET / ENTERPRISE] Average contract value: [ACV RANGE] Key value metric: [THE THING CUSTOMERS HIRE YOUR PRODUCT TO DO]
Example Output
Health score based on 5 signals: weekly active users trend (30%), API call volume (25%), feature adoption breadth (20%), support ticket volume (15%), NPS (10%). Red alert triggers: >30% usage drop over 2 weeks OR no login in 14 days. Expansion trigger: usage consistently at >80% of plan limits for 3 consecutive weeks.
FAQ
Which AI model is best for Write a Customer Success Playbook?
Claude Sonnet 4 — excellent at customer success frameworks.
How do I use the Write a Customer Success Playbook prompt?
Copy the prompt, replace the [BRACKETED] placeholders with your specific information, and paste into your preferred AI assistant (ChatGPT, Claude, Gemini, etc.). Health score based on 5 signals: weekly active users trend (30%), API call volume (25%), feature adoption breadth (20%), support ticket volume (15%), NPS (10%). Red alert triggers: >30% usage drop over 2 weeks OR no login in 14 days. Expansion trigger: usage consistently at >80% of plan limits for 3 consecutive weeks.
Model Recommendation
Claude Sonnet 4 — excellent at customer success frameworks.