Customer Success Playbook or Framework

Jude Chiy

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.