Codifying Your Company’s Customer Success Playbooks

Kristi Faltorusso is currently the VP of Customer Success at ClientSuccess and has previously led the function at IntelliShift, BetterCloud, and Sisense. Her specialty is scaling customer success at hyper-growth companies on their way to $100M in ARR. In this playbook, she explains how CS teams can craft repeatable playbooks to handle common scenarios. She lays out four families of CS playbooks: risk, expansion, lifecycle, and objectives.

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Questions covered in this guide:

What is a CS playbook?

What’s the purpose of developing playbooks?

What does a CS playbook look like? What format are they in, and how long are they?

When should a company start to invest in documenting its playbooks?

How many CS playbooks might a company have (at $5M, at $10M, at $20M ARR)?

Who writes the playbooks, and who’s involved?

What are some of your top playbooks? What are some of the key steps/components within each?

How flexible should you be in departing from the playbook?

How does the CS leader track all the playbooks that CSMs are running?

How do you make sure playbooks actually get used, and keep them up-to-date?

What are the most important pieces to get right?

What are common pitfalls?

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