← ALL PLAYBOOKS
── PLAYBOOK · CUSTOMER SUCCESS
✓ APPROVED

Get a new customer to value, and keep them

They signed, and the CSM inherits a cold handoff, guessing at what success even means for two weeks. Get them to value fast so the renewal is already won.

Install the whole playbook ↓
[ BUILT GTM ]

Get a new customer to value, and keep them

Solvethe problem worth solving
Problem · 01CS

They signed, and the CSM inherits a cold handoff, guessing at what success even means for two weeks.

Get them to value fast so the renewal is already won.

Stackthe workflow, box by box
Salesforce01
Build the plan that predicts the renewal a year out.
Turn their goals into time-to-value milestones.
Powers up with
AI
Amplitude02
Fix 'they bought it but nobody uses it.'
Build the one habit that drives stickiness.
Powers up with
AI
Amplitude03
Know if a new customer will stick, by day 90.
Track Day 30/60/90 activation.
Powers up with
AI
Salesforce04
Turn account data into a QBR that earns the renewal.
Turn the data into a renewal-earning review.
Powers up with
AI
Splithow control passes: agents branch left, humans right
HUMAN + AI, IN THE LOOP
How control passes.
AgentsHuman
Agent01
Build the plan that predicts the renewal a year out.
Salesforce runs it.
Agent02
Fix 'they bought it but nobody uses it.'
Amplitude runs it.
Agent03
Know if a new customer will stick, by day 90.
Amplitude runs it.
Agent04
Turn account data into a QBR that earns the renewal.
Salesforce runs it.
The skills run the work. You stay in the loop on the calls that need judgment.
Outputwhat the workflow produces
OUTPUT · 01

A goal-tied plan

OUTPUT · 02

An adoption habit

OUTPUT · 03

A first-90-day read

OUTPUT · 04

A QBR that earns the renewal

Outcomethe result it drives
OUTCOME · 01

The first 90 days, scored

An early-warning motion built to start the day they sign, so a stalled time-to-value gets caught, not guessed at.

Built GTM
── 01 / WHY RUN IT
RUN THIS AND YOU CAN
✓A goal-tied plan
✓An adoption habit
✓A first-90-day read
✓A QBR that earns the renewal
── 02 / THE RUN, STEP BY STEP

The workflow that solves it, one step at a time.

Each step is the plain question you are already asking. The skills answer them in order, one handing its receipt to the next.

1✓ TESTED
Build the plan that predicts the renewal a year out.

Translates the customer's goals into measurable outcomes, time-to-value milestones, and the leading indicators that flag risk early.

YOU GETThe goal translation, the milestone sequence, and the leading-indicator set.
POWER IT UPSalesforceHubSpotAttioPipedriveDynamicsAmplitude
OPEN THE SKILL →
2✓ TESTED
Fix 'they bought it but nobody uses it.'

Reads what's unused, picks the one habit to build next, and writes the enablement plan that gets there.

YOU GETThe adoption gap, the next habit, and the enablement plan.
POWER IT UPAmplitudeMixpanelPostHogHeapPendoSegment
OPEN THE SKILL →
3✓ TESTED
Know if a new customer will stick, by day 90.

Tracks Day 30 / 60 / 90 activation, scores the sales-to-success handoff, and catches accounts a fit score wrote off while they were adopting.

YOU GETThe 30/60/90 milestone framework, the handoff scorer, and the time-to-value read.
POWER IT UPAmplitudeMixpanelPostHogHeapPendoSegment
OPEN THE SKILL →
4✓ TESTED
Turn account data into a QBR that earns the renewal.

Value delivered, adoption vs stated goals, risks named first, the roadmap, and one outcome-tied expansion ask.

YOU GETThe value story, the adoption read, the roadmap, and a slide-by-slide outline.
POWER IT UPSalesforceHubSpotAttioPipedriveDynamicsAmplitude
OPEN THE SKILL →
WHERE YOU LAND

A goal-tied plan, an adoption habit, a first-90-day read, and a QBR that earns the renewal.

EVERY STEP, TESTED AND PASSED
EVAL RESULTPASS4/4 dimensions
HOW WE EVAL →
✓Skills resolve
✓Structure + proof
✓Example chat
✓Quality judge
  • All 4 chained skills resolve to real, scored skills.
  • Has a problem, an outcome, 2+ steps, and proof from a real build.
  • Ships an example chat showing the play run in Claude.
  • Reads in plain operator voice, grounded in a real build.
Last eval run 2026-08-05
DEEP EVAL · PASS
THE STANDARD →

We did not just check the structure. A judge read this play against the full text of every skill it chains (composition), then ran it on a real scenario end to end (simulated). It passed both. Test scenario: A 50-seat mid-market deal just closed and the CSM inherits the account with only the sales-to-CS handoff notes, no defined success criteria.

── 03 / SEE IT RUN

Watch the skills answer in order.

Describe your situation in plain language. The right skill fires on its own and hands its receipt to the next.

EXAMPLE CHATRiley, a CSM, running the loop in one sitting
R
New logo just closed and it's handed to me. How do I set up a plan that actually predicts the renewal?
S
Step 1· Success Plan
Translated their stated goals into measurable outcomes, sequenced the time-to-value milestones, and named the leading indicators that flag risk early. Their goal was faster rep ramp, so we set a first-value milestone at day 21.
Receipt
Success plan tied to their goal: first value by day 21, renewal-predicting indicators set.
R
They bought 50 seats but I want to make sure people actually use it. What's the adoption plan?
S
Step 2· Adoption Plan
Read what's likely to go unused, picked the one habit to build first, daily sequence sends, and wrote the enablement plan to get there. Building one habit beats pushing every feature at once.
Receipt
Adoption plan targets one core habit for week 1, enablement steps mapped for all 50 seats.
R
We're 60 days in. Are they actually on track, or is a fit score fooling me?
S
Step 3· Onboarding Analyst
Checked Day 30 / 60 / 90 activation, scored the sales-to-success handoff, and caught that this account looked weak on paper but is quietly adopting ahead of pace. Time-to-value is beating the plan.
day 60on track
handoffclean
Receipt
Day 60 read: activation ahead of plan, account a false-negative on the fit score.
R
First quarterly review is coming up. Build the QBR.
S
Step 4· Qbr Builder
Pulled the value delivered, adoption against their stated goals, named the one risk up front, laid out the roadmap, and set one outcome-tied expansion ask. Built it slide by slide so it earns the renewal.
Receipt
QBR ready, value story plus one expansion ask, account tracking to a clean renewal by day 90.
── 04 / SEE IT IN PRODUCTION

Before you run it, I ran it for real.

This workflow is genericized from a real build. Here is the number it moved, and what I actually did.

THE BUILD · RETENTION + NRR
Proactive Retention
-28%
churn and downgrades, the year I took over
7 figures
churned-customer win-back the same read produced
66%
of renewals were getting zero renewal activity
69 to 180 days
first renewal touch, moved from late to early
WHAT I DID ›
01
Build the autopsies first. I ran churn, closed-won, and closed-lost analyses to learn what actually predicted a loss. Not opinions, patterns. You cannot build an early-warning system until you know what the early warnings are.
02
Give every CSM a book-of-business view. One place that showed every account, its health, its renewal date, its risk. Not a spreadsheet someone updated when they remembered.
03
Score the risk. Account-health churn-risk scoring that flagged the accounts turning cold while there was still time to do something. The signal, not the surprise.

If your CSMs find out about churn from the customer, you do not have a retention motion, you have a notification system. Build the autopsy, score the risk, and start the renewal conversation ninety days out.

Dig into the full build →
05 / INSTALL THE WHOLE PLAYBOOK

One plugin. 4 skills, bundled.

The whole playbook installs as a single plugin in Claude Code, no copy-pasting 4 times. Or grab any single step above. It runs on what you paste; connect your stack to go live.

OR KICK IT OFF IN CHAT
“Here is my situation: [describe your workflow or account in a sentence or two]. Walk me through Get a new customer to value, and keep them step by step, and run each skill as we go.”
── GET THE NEXT PLAYBOOK

One runnable workflow a week. Free.