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 → Strengthen

New Module Onboarding

Trigger
Customer has recently purchased or been configured on a new module — LOS, LMS, SCF.
Objective
Ensure fast time-to-value. Build team-level confidence. Make adoption visible to leadership.
Stakeholders to align
  • Ground / Ops team
  • IT / Tech team
  • VP / Product Head
Tools you'll use
  • Onboarding Checklist
  • Adoption Dashboard
  • Training Template
  • 30-day Review Template
  • AI Cost & Usage Report + Eval Pack (for AI-platform accounts)
Do
  • Define a time-to-value plan before go-live — what KPIs visible and by when. For AI-platform accounts also define the 'first successful outcome' (first automated task, first deflected ticket, first model-decided case) and instrument $/outcome from day 1.
  • Identify 2–3 power users as internal champions.
  • Conduct structured, role-based training sessions — for AI accounts include a prompt/tool-usage workshop and a guardrail-and-eval walkthrough for the admin team.
  • Share module adoption dashboard from week 2 onwards. For AI accounts include tokens, tool calls, eval pass-rate, and $/outcome alongside usage.
  • Conduct 30-day ops review and 60-day business review.
Don't
  • Do not consider go-live the end of delivery — it is the beginning of adoption.
  • Do not send generic training recordings as primary training.
  • Do not measure success only by configuration completion — or, for AI accounts, by tokens consumed.

Conversation starters

"We want to make sure your team gets value quickly. Let us align on what success looks like at 30 days — and track it together."
"We are identifying two power users in your team to give advanced access and a direct CS line for the first 30 days."
"For your AI rollout: let us agree the first 'successful outcome' definition today — every dashboard from week 2 will report against it plus $/outcome."

Orchestration timeline

  1. 1.Pre go-live: Define time-to-value plan and KPIs
  2. 2.Week 1: Identify power users — give direct CS access
  3. 3.Week 2: Begin sharing adoption dashboard
  4. 4.Day 30: Ops review — adoption rate, blockers, top issues
  5. 5.Day 60: Leadership review — business impact, maturity next step
  6. 6.Day 90: Health check — adoption stable? Expansion ready?
Positive signals
  • Power users train colleagues without prompting
  • Customer suggests configuration improvements
  • Adoption exceeds 70% at 60-day mark
Anti-signals
  • Only 1–2 users active at day 30
  • Same onboarding question raised more than twice
Target outcome

Module adoption exceeds 70% within 60 days. Key KPIs visible and improving.

Cadence: 30-day ops review + 60-day leadership review + 90-day health check