Design a Customer Success Playbook

Create a customer success playbook for the following:

Product: [describe your SaaS or service]
Customer segment: [e.g. SMB / mid-market / enterprise / all]
CSM team size: [1 person / small team / scaled team]
Key success metric: [NRR / churn rate / NPS / product adoption / all]

Playbook covering:

1. Customer health scoring: what signals indicate a healthy vs. at-risk customer
   - Green / yellow / red criteria with specific metrics

2. Onboarding playbook (first 90 days):
   - Week 1 / Month 1 / Month 3 milestones
   - Key touchpoints and what to cover in each
   - The "aha moment" to reach as fast as possible

3. Ongoing engagement:
   - QBR (Quarterly Business Review) template
   - Check-in cadence by segment
   - How to deliver value in every touchpoint, not just check boxes

4. Expansion playbook:
   - Signals that indicate upsell or expansion readiness
   - How to introduce expansion without feeling sales-y

5. At-risk intervention:
   - How to identify risk before the customer churns
   - Save conversation framework
   - Escalation path

6. Churn post-mortem: what to learn from every lost customer