Guide summary: 7 Smart Customer Success Playbooks

Is your company’s customer success team stuck operating in a reactive mode? Do customer success managers (CSMs) cobble together outreach and response plans at key touchpoints in the customer journey?

Without a structured system to engage, retain, and grow accounts, companies risk losing customers to a fragmented and out-of-touch customer experience.

Customer success teams can bring greater consistency into their customer engagements by using dedicated playbooks to overcome challenges.

We’ve partnered with HubSpot to bring you seven of our top customer success playbooks. From churn mitigation plans and survey follow-ups to CSM introductions and renewal notices, you’ll get step-by-step guidance to bring greater predictability and dependability to your work.

Customer success playbooks for retention and growth

Remind a customer of an upcoming renewal
Secure renewals on time with a systematic outreach campaign. Learn how to schedule business reviews, notify customers, and confirm renewals in advance to prevent last-minute surprises.
Share resources with new users
Welcome new users with a structured multi-channel campaign. Utilize product usage data to automate communication and guide users through essential resources and tips for a smoother onboarding experience.
Introduce a new CSM to an existing account
Ensure a seamless transition when a new CSM takes over an account. Discover how to manage introductions, maintain trust, and prevent disruptions to the customer relationship.
Reengage a disengaged customer
Revitalize relationships with customers who have become inactive. Implement strategies to reconnect, address their concerns, and re-engage them effectively.
Follow up on “net promoter score” responses
Transform customer feedback into actionable insights. This playbook guides you through thanking customers, requesting reviews, and turning detractors into advocates.
Execute a churn mitigation plan
Tackle at-risk accounts with a proactive multi-channel approach. Learn how to identify early warning signs, communicate concerns, and implement strategies to mitigate churn.
Highlight customer progress
help customers build their business case for continued investment by showcasing their progress and achievements with your product. Use detailed summaries to emphasize value and guide further success.