Looking for Examples/Templates of CS Team Playbooks, Engagement Model documentation, and Accountabil

We've got a CS Leader who's in the midst of building much of customer success from scratch. Looking to leverage this community to see if there are tools and templates that can be useful as this leader gets started on their way.

So Community. What do we have that we can share?

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Anna Alley

@Jeff Breunsbach
Would love if there's any insights on starting a team from scratch, with the company also starting from scratch. I've built the CS team from the ground up, so I feel good about most things there, but haven't tried to do so before we have an established customer base, etc.
The other primary difference with this role is I'll have junior CS associates that are acting as more of a support function (at least initially). Would love if anyone has worked with that model in thinking about how to ensure the waters don't get muddied between support and CS functions!

[Deleted User]

@Sarah.Ervin and @Anna Alley - definitely a few years old on the post but love that you found it to dig it up!

What can we do to help you both?!

Anna Alley

Hey @""Jeff Breunsbach" Jumping in on this chain super late, but I'm actually taking a new opportunity at a start up and will not only be building the CS and Support teams from scratch, but the product hasn't launched yet - would love anything you all learned from these prior conversations that I might be able to re-use in the coming weeks!

Sarah.Ervin

I'm a little late to the party, but so glad I found this thread! I'm also working on a CS playbook and strategy from the ground up, as the only CSM. @Daryl Colborne I just connected with you on LinkedIn and I'd love to join this Wednesday meeting if you're still doing that! @Shari Srebnick I'll send you my email and I'd love to take a look at this template too! Looking forward to connecting with all of you.

Antti

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Anita Toth

@Jeff Breunsbach Did anything come of this?

Anita Toth

I'm with @Monica Trivedi. Just wondering what came of this.

Scott Smith

Hi @Shari Srebnick, a little late to this chat but would love to take a look at your template as well if you do not mind forwarding. We are currently working to finalize this process ourselves and always on the lookout for best practices. Many thanks! (ds99smith@gmail.com)

Anna Alley

Hi Shari,

We're actually piloting success plans as well right now. Would you mind sending to myself also?

Monica Trivedi

Hi All,

I just saw this thread and wish I saw it sooner. I am in a similar position and would love to know what came out of the discussion or any templates and sample documents that were shared.

-Monica

Gautam Sawhney

Me too! gautam@fortressiq.com

Thanks a ton!

Shari Srebnick

Will do! I'll get it to you over the next couple days.

Daryl Colborne

Hi @Shari Srebnick, I would love if you sent my way as well: daryl.colborne@zerto.com

Thank you so much!

Archive User

Thanks @Shari Srebnick

Archive User

pandurkar@oxortis.com

Shari Srebnick

Sure! Provide your email address and I'll send it over

Archive User

Hi @Shari Srebnick

just joined. Was searching for templates too when I saw your post. Would you mind mailing it to me too? thanks

Laura Lakhwara

@Jeff Breunsbach @Gautam Sawhney

Template:

Example Customer Lifecycle to Expansion

Created in Draw.io, but inspired by Instapage's lifecycle.

This was used:

As an initial creation of a customer lifecycle to orient teams towards customer success and expansion. It linked to different documentation and templates.
1. This doesn't incorporate traditional customer journey principles.
2. This was before we had our CRM built, Project Management tool, and endless number of Google Sheets built out.
3. Use Case: I'm just beginning to create a process at my company and product is about to or recently just launched.
As a starting ground for something more in-depth, replaced with software and a more detailed process, and helped guide our playbook creation.
As a visualization for cross-collaboration to ensure teams were oriented on who does what for our customers.

Happy to answer any questions.

Laura Lakhwara

Will get on it this week and try to have something to post next week due to 7/4 @Jeff Breunsbach and @Gautam Sawhney . Thanks for the suggestion as it's great to share progress and get feedback, and too often I'm guilty of working internally and reinventing the wheel.

Gautam Sawhney

Would love to get a peak as well if you are open to sharing!

[Deleted User]

I'd love if you could share scrubbed deliverables. Looking to highlight some of those tools if possible.

Laura Lakhwara

@Jeff Breunsbach

I've spent the past 2.5 years building Customer Success for two different product lines for robotics hardware and software that rolls into a Robot as a Service offering. Happy to join a conversation and share anything since I missed Wednesday's call.

Template wise...I could scrub something and share it to the group here.

Effie Mansdorf

sent it to you in in LinkedIn!

Daryl Colborne

Sure thing, @Effie Mansdorf ! Please provide your email address so we can get you added.

Effie Mansdorf

Hey @Daryl Colborne I'd love to join - can you send me an invite too?

Shari Srebnick

Sure! Send me your email and I'll get it to you today

Derek Pfister

@Shari Srebnick Do you mind sending it my way as well?

Shari Srebnick

Hi Petra, Absolutely! Shoot me your email and I will send over.

Daryl Colborne

Consider it done, Jeff. We are going to meet Wednesday at 4pm EST! I’ll be sending out an invite at some point today. Looking forward to getting us together!

[Deleted User]

This is absolutely great, love all of this connection. I'd love to join as well - I think we can bring a unique perspective to the conversation. @Ronald Krisak @Daryl Colborne @Gabriel Fallas @Petra Makaremi

My one ask is that as you create and update - please share back to this community (and this thread!). Our goal since starting this is to promote "Learning in Public".

Thanks to you all!