Reference · Anytime

Customer Success Playbook

Situational reference for every recurring customer scenario. Pick a situation on the left — get triggers, stakeholders, do's & don'ts, conversation starters, orchestration, and signals to watch.

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Phase · Nurture

Low Adoption / Passive Customer

Trigger
Customer usage drops, meeting attendance declines, repeat issues increase, or customer stops responding.
Objective
Understand the drop in engagement, remove friction, and rebuild confidence.
Stakeholders to align
  • Ground / Ops team
  • VP / SVP (if systemic)
  • CS + Product
Tools you'll use
  • Ops Dashboard
  • Adoption Tracker
  • Action Tracker
  • Monthly Connect Template
  • AI Workflow & Eval Pass-rate View (for AI-platform accounts)
Do
  • Start with a pain audit — listen more than you speak.
  • Review module adoption data internally before the call. For AI-platform accounts also pull: active workflows, tool/API call mix, eval pass-rate, and $/outcome trend — silent token-spend rise with flat outcomes is the real adoption signal.
  • Send a written action log with owner names and dates within 24 hours.
  • Assign a named CS contact for 60 days.
  • Send a weekly progress update for 4 consecutive weeks.
Don't
  • Do not assume silence = satisfaction.
  • Do not arrive with a dashboard and presentation. Arrive with curiosity.
  • Do not measure AI-platform adoption by seat logins — measure by automated tasks completed and outcomes produced.
  • Do not push upsell until adoption is healthy.

Conversation starters

"We noticed participation in our monthly connect has reduced. Genuinely asking: what is your team's experience with the platform right now?"
"We pulled our module adoption data and noticed usage has dipped. Can you tell us if there is friction we should address?"
"For AI customers: your token spend has held steady but successful-task rate dropped 18% — something changed in the workflow or the data. Can we spend 20 minutes pulling on that thread together?"

Orchestration timeline

  1. 1.Week 0: Pain audit — listen only, no presentation
  2. 2.Week 0 + 24h: Written action log with named owners
  3. 3.Weeks 1–4: Weekly pulse every Friday
  4. 4.Week 6: Adoption data review — is the trend reversing?
Positive signals
  • Ops team raises a proactive suggestion
  • Meeting attendance improves without reminders
  • Module usage shows upward movement
Anti-signals
  • Customer stops responding to weekly updates
  • Usage declines after 4 weeks of intervention
Target outcome

Customer ops team re-engaged. Top 2 blockers actioned. Adoption trend reverses within 60 days.

Cadence: Weekly pulse for 4 weeks → bi-weekly for 30 days → monthly once stable