Customer Success Playbook or Framework

Jude Chiy
Jude Chiy Member Posts: 3 Navigator
Does anyone have a Customer Success Playbook or Framework?

Basically a document that goes over the CS department runs and covers things like:
  • CS Philosophy
  • Framework for QBRs
  • How to do upsells and account expansions
  • Standard for responding to client questions 
  • Metrics CSMs are evaluated on
  • Etc.
Basically something you provide anyone in your department and they have a good grasp on how CS is done at your company.