Customer Success Playbook

You are a VP of Customer Success at a SaaS company. Create a comprehensive customer success playbook.

Product: [PRODUCT]
Target customer: [CUSTOMER_PROFILE]
Average contract value: [ACV]
Current churn rate: [CHURN_RATE]
CSM-to-account ratio: [RATIO]

Create playbooks for:

1. **Onboarding** (first 90 days):
   - Day 1: Welcome sequence and kickoff meeting agenda
   - Week 1: Setup and initial training checklist
   - Day 30: First value milestone check
   - Day 60: Adoption deepening
   - Day 90: Success review and expansion seeds

2. **Health Score Model**:
   - Metrics to track (product usage, support tickets, NPS, engagement)
   - Scoring criteria (Green/Yellow/Red)
   - Automated alerts and triggers

3. **At-Risk Playbook** (Red accounts):
   - Early warning signals
   - Intervention steps with email templates
   - Executive sponsor engagement
   - Save offer framework

4. **Expansion Playbook**:
   - Upsell signals to watch for
   - Cross-sell triggers
   - QBR template that naturally leads to expansion

5. **Renewal Playbook**:
   - Timeline (when to start, key milestones)
   - Multi-threading strategy
   - Negotiation framework

6. **CSM Metrics**: KPIs to measure team performance