cs-playbookslisted

# Customer Success Playbooks ## Overview Customer Success is not reactive support — it is proactive value delivery that drives retention and expansion. This skill builds the CS operating system: Desired Outcome mapping (Lincoln Murphy), health scoring with leading indicators (Gainsight), CSQL identification for expansion, and playbooks per customer lifecycle stage. ## When to Use - "Build our customer success function" - "Design customer onboarding" - "Create a health score model" - "Set up expansion plays" - "Build QBR templates" ## Authoritative Foundations - **Lincoln Murphy** — Desired Outcome framework. Every customer has a Required Outcome and an Appropriate Experience. Success is their outcome, not your feature usage. The Success Gap: customers using the product correctly but still failing. - **Gainsight CS Index** — 400+ companies benchmarked. High-performing CS teams use AI for churn prediction, sentiment analysis, and workflow automation. Digital-first delivery models scale CS without burning out CSMs. - **Winning by Design SPICED** — Post-sale lifecycle: onboarding → adoption → value realization → expansion → renewal. ## Step-by-Step Process ### Phase 1: Map the Customer Journey Define stages: Onboarding → Activation (Day 1-7, aha moment) → Habit Formation (Week 2-6, usage signals) → Indispensability (Month 2-6, workflow integration) → Expansion → Renewal. Each stage has a milestone metric. ### Phase 2: Build Health Scoring Score 0-100: product usa