Repeatable motions for the moments that matter.

Playbook philosophy · Playbooks do not replace CSM judgement. They codify repeatable motions for the moments that matter: risk, first value, executive alignment and expansion readiness.

At Risk Save Plan

A structured 30-day intervention plan for At Risk accounts showing renewal, adoption or relationship exposure. Replaces generic check-ins with a named, time-boxed recovery motion.

Trigger criteria

Account flagged At RiskExec sponsor lapsed > 60 daysWAU dropped > 40% MoM+1

Matched accounts

None right now

Primary owner

CSM + CS Leadership

Expected outcome

Renewal protected or a managed exit handled with mutual respect.

Internal partners

Account ExecutiveCS LeadershipElevenLabs Engineering on-callSolutions Architect

First Value Acceleration

An accelerator motion for accounts that have signed but not yet shipped meaningful first value. Targets the activation funnel directly.

Trigger criteria

TTFV > 14 daysOnboarding or Adopting stage< 5 apps shipped in first 60 days+1

Matched accounts

None right now

Primary owner

CSM + FDE

Expected outcome

First value achieved on time; adoption baseline set.

Internal partners

Solutions ArchitectCustomer EducationProduct (for templates feedback)

Expansion Readiness

A playbook for validating whether strong adoption and value signals are mature enough to create a commercial expansion conversation, then handing off to the AE with a credible business case.

Trigger criteria

Health > 75Expansion score > 60Exec sponsor engagement > 70+1

Matched accounts

None right now

Primary owner

CSM + AE

Expected outcome

Expansion booked on the back of validated value, not just usage growth.

Internal partners

Account ExecutiveSolutions ArchitectFinance (for ROI modelling)

Executive Sponsor Reactivation

A motion to re-establish executive coverage when the sponsor has gone quiet, changed roles or left. Restores governance before renewal or expansion is at stake.

Trigger criteria

No exec touch in 45+ daysSponsor changed roles or leftRenewal in < 120 days

Matched accounts

None right now

Primary owner

CSM + AE + CS Leadership

Expected outcome

Active executive coverage re-established before renewal.

Internal partners

Account ExecutiveCS Leadership (for peer-to-peer intro)