The CS Playbook Library
Battle-tested CS playbooks to cut churn, protect revenue, and grow your career — trusted by 4,300+ pros.
How this works
I’m building the library of field-tested plays you can run this week.
Each playbook gives you the Problem, Minimum Inputs, a 3–5 step Play, Proof, and (for Premium) downloads: checklists, scripts, and calculators.
Start here (by category)
Retention & Churn
Renewal Forecast: CFO-Proof Method — use the NRR Guide for baseline math while the playbook ships → How $200K+ CS Leaders Use NRR to Protect $50M+… and the NRR Calculator → NRR Calculator for SaaS.
Kill Billing Friction, Protect Renewals — playbook draft is live inside this analysis → Rillet $70M: Kill Billing Friction, Protect Renewals.
Adoption & Onboarding
Time-to-Value Milestone Map — coming soon
Choose Your Adoption North Star — coming soon
AI is Rewriting CS — Onboarding Actions → AI Is Rewriting Customer Success—Here’s Your Plan.
From Zero to CS in 7 Days (foundation you can adapt into the adoption cadence)
Expansion & Exec Selling
Executive QBR Storyline That Lands a Pilot → Expansion → Strategic QBR Frameworks
For more angles: Quarterly Business Review Guide and Ultimate Guide to Executive Business Reviews.
Metrics & Forecasting
Renewal Forecast Operating Model — coming soon
Deep dives you can use today: Net Revenue Retention (NRR) and Success Metrics for CS Leaders.
Tooling & Success Plans
The Complete Plan System → Customer Success Plan Operating System. Score plans, tier the book, and see ACV at risk before renewal. (Premium, workbook included)
Customer-Facing Success Plan (One-Pager) → Free Customer Success Plan Template
Career Systems
Resume Teardown SOP (with WowThisCV handoff) — coming soon
Outreach Scripts That Get Hiring Manager Replies — coming soon
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Last updated: Jul 5, 2026