How do you build a Customer Success Playbook?

While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps. For example, having a discovery call, authorizing integrations, setting up a training session for the customer, etc. could be various stages.

Once the steps are clearly defined, they can be categorized into either of the following elements. The onboarding playbook, typically, consists of:-

  • Tasks- which the Customer Success Manager (CSM) has to perform 
  • Product Adoption Milestones- the crucial product feature that the customer has used and how well the customer has adopted the product
  • Outcome- A high-level business outcome that you expect your customer to achieve in this step