CS Playbooks
$30.00
Customer Success Playbook Templates + Practitioner’s Guide
These aren’t theoretical frameworks or “aspirational” playbooks.
They’re the exact tools I’ve built, refined, and used over 13+ years leading and scaling Customer Success teams in SaaS.
This bundle gives you ready-to-use Excel playbook templates paired with a practitioner’s guide (PDF) that shows you how, when, and why to use each one, so they don’t just sit in a folder collecting dust.
What’s Included
Playbook Templates (Excel)
Structured, flexible templates designed to help you operationalize Customer Success across the customer lifecycle. Each playbook is built to help you identify signals, take action, and drive outcomes without over-engineering or busywork.
You’ll be able to:
Standardize how risks, growth opportunities, and key moments are handled
Create consistency across CSMs while leaving room for judgment
Move faster without sacrificing quality or context
Practitioner’s Guide (PDF)
This is the how to actually use this in the real world part.
The guide walks you through:
What each playbook is for (and what it’s not)
When to deploy it in the customer journey
How CSMs should use it day-to-day
How leaders should coach, inspect, and reinforce it
Common mistakes to avoid so playbooks don’t become performative process
Who This Is For
Customer Success Managers who want clarity, confidence, and structure
CS Leaders who need scalable, coachable systems—not one-off heroics
Teams tired of rebuilding the same playbooks over and over again
Anyone who wants execution, not theory
Why These Playbooks Work
Most playbooks fail because they:
Are too generic
Lack clear ownership
Don’t explain how to use them
Create more work instead of better outcomes
These are different.
They’re built for:
Real customer conversations
Real constraints (time, data, tools)
Real teams at different stages of maturity
You can use them as-is or adapt them to your org, tooling, and customer base.
How to Use Them
Download the Excel templates
Read the Practitioner’s Guide
Roll them out to individual CSMs or your full team
Use them in 1:1s, team reviews, onboarding, and enablement
Iterate as your business evolves
No complex setup. No over-customization required.
Just practical tools that help Customer Success teams do better work, consistently.
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