Customer Success Onboarding & Retention Playbook
The Customer Success Onboarding and Retention Playbook is a free blueprint for a one-week course for customer success and account managers. It covers the first 30 days with a new customer, health scoring and early warning signals, executive business reviews, and renewal forecasting with churn de-escalation. You add your own success milestones and health signals, and managers finish with one shared way to onboard and keep customers.
See pricing (from $1 per active user): the blueprint is free, and building it in Personal Academy starts on the Free plan.
| Target role | Customer Success Manager (CSM), Account Manager |
|---|---|
| Duration | 1 Week |
| Block types | Built in the Course Studio, which offers 28 lesson block types |
| Delivery channels | Web on every plan; Slack, Microsoft Teams and Google Chat from the Basic plan; WhatsApp on Premium |
| Licence | Free to use and adapt |
What is inside
- •Four modules: kickoff, health scoring, business reviews, renewals
- •Success milestones for the first 30 days
- •A business review structure and churn de-escalation steps
Who it is for
- •Customer success managers and account managers
- •Customer education teams training the people who train customers
How to use it
- Sign up for a free Personal Academy organisation; no card is needed to start.
- Open the Course Studio and paste this outline into the Brief step, with your audience and any policies of your own.
- Review the Blueprint the studio drafts from the brief, adjust modules and lessons, then Build.
- Review the built lessons, edit anything you want, and Deliver: publish and assign it to your people.
- People take it on the web on any plan; delivery in Slack or Microsoft Teams needs the Basic plan or above.
Blueprint sections
The sections this blueprint suggests, in order.
- Module 1: The First 30 Days: Kickoff Calls & Success Milestones
- Module 2: Health Scoring & Early Warning Signals
- Module 3: Conducting Executive Quarterly Business Reviews (QBRs)
- Module 4: Renewal Forecasting & Churn De-Escalation Frameworks