CSM/AM Playbook
2+ prompts4 workflows
Prompts for Customer Success Managers and Account Managers. Retention, expansion, and customer health.
In this playbook:
Customer Health
Monitor and improve customer health.
Customer Health Assessment
Assess and score customer health.
healthassessmentrisk
Help me assess customer health for this account. ACCOUNT: - Company: [COMPANY] - ARR: [AMOUNT] - Contract renewal: [DATE] - Tenure: [TIME AS CUSTOMER] - CSM: [YOUR NAME] USAGE DATA: - Login frequency: [METRIC] - Feature adoption: [WHICH FEATURES, HOW MUCH] - Usage trend: [UP/DOWN/STABLE] RELATIONSHIP: - Key contacts: [LIST] - Engagement level: [HIGH/MEDIUM/LOW] - Executive sponsor: [YES/NO, WHO] - Last QBR: [DATE] SUPPORT: - Ticket volume: [NUMBER] - Sentiment: [POSITIVE/NEUTRAL/NEGATIVE] - Open issues: [ANY] Provide: 1. HEALTH SCORE - Overall score (1-100) - Component scores 2. RISK ASSESSMENT - Churn risk level - Key risk factors 3. OPPORTUNITY ASSESSMENT - Expansion potential - Upsell/cross-sell readiness 4. ACTION PLAN - Immediate actions (this week) - Near-term (this month) - Ongoing cadence 5. STAKEHOLDER STRATEGY - Who to engage - What conversations to have
Expansion
Identify and close expansion opportunities.
Expansion Discovery
Uncover expansion opportunities naturally.
expansionupselldiscovery
Help me identify expansion opportunities for this account. CURRENT STATE: - Company: [COMPANY] - Current products: [WHAT THEY HAVE] - Current spend: [ARR] - Users/Seats: [NUMBER] POTENTIAL EXPANSION: - Additional products: [WHAT ELSE WE SELL] - More seats: [POTENTIAL] - Higher tier: [IF APPLICABLE] CONTEXT: - Recent conversations: [ANY RELEVANT CONTEXT] - Company growth: [IF KNOWN] - New initiatives: [IF KNOWN] Generate: 1. EXPANSION SIGNALS - What to look for - Questions to ask 2. DISCOVERY APPROACH - How to bring it up naturally - Not feeling like a sales pitch 3. VALUE JUSTIFICATION - ROI of expansion - Business case framework 4. INTERNAL CHAMPION - Who to engage - How to arm them 5. TIMING - When to push - When to wait