Playbooks and tasks

Playbooks are what turn signals into concrete actions. This chapter covers the CSM flow: receive a playbook, run it, close the tasks, and when to skip them.

If you want to understand how playbooks are defined or modified, head to Health model and Configure your workspace.

What happens when a playbook triggers?

When the playbook's condition is met (health crosses a threshold, renewal approaches, new customer, etc.), LealUp:

1. Creates the tasks defined in the playbook, assigned to the customer's owner.
2. Logs the run in the customer's timeline with the reason.
3. Notifies the CSM (in-app + email + Slack if connected).
4. Shows the playbook as active in the right panel of Customer 360.

The CSM sees new tasks pop up in My day ordered by urgency.

The seeded playbooks

LealUp ships with 5 pre-configured playbooks. You can disable, edit, or clone them.

At-Risk

• Triggers when: health drops below 50 and the customer was ≥70 seven days ago.
• Tasks generated:
  1. Schedule retention call (due in 3 days).
  2. Review open support tickets (due today).
  3. Write account summary for the manager (due in 5 days).
• Goal: recover health above 60 within 30 days.

Renewal

• Triggers when: renewal_date is ≤60 days away and status = Active.
• Tasks generated:
  1. Confirm the champion is still in the account (due today).
  2. Prepare renewal proposal (due in 7 days).
  3. Schedule renewal conversation (due in 14 days).
  4. Send proposal (due in 30 days).
• Goal: close renewal 15 days before the date.

Expansion

• Triggers when: health ≥80 for 30+ days and usage growing 20%+ month over month.
• Tasks generated:
  1. Identify an additional decision-making stakeholder.
  2. Propose upsell or new module.
  3. Schedule expansion demo.
• Goal: grow ARR 15–30%.

Onboarding

• Triggers when: new customer (created ≤90 days ago).
• Tasks generated:
  1. Kickoff call (due day 3).
  2. Confirm technical setup complete (due day 7).
  3. First-month check-in (due day 30).
  4. Post-onboarding QBR (due day 90).
• Goal: health ≥75 at day 90.

Win-Back

• Triggers when: status changes to Churned.
• Tasks generated:
  1. Send farewell email + feedback ask (due day 7 post-churn).
  2. Follow-up at 90 days.
  3. Follow-up at 180 days.
• Goal: convert 10% of churn back into contracts within 12 months.

How to run a task

From My day or from the customer record:

1. Click the task title → it expands with description and context.
2. Do the action (write email, schedule call, whatever).
3. Click the checkbox → dialog appears to log the outcome.

Valid outcomes

• Completed successfully — the action was done, with a positive result.
• Completed without response — the action was done, but the customer didn't respond.
• Skipped (not applicable) — reason required.
• Rescheduled — new due date.

Outcomes feed the CSM's historical score and the effectiveness analysis for each playbook.

Skipping a task — when and how

Sometimes a task doesn't apply. Examples:

• Champion changed — "Confirm the champion is still here" doesn't apply if you already know there was turnover. Skip with reason: "Champion left the company".
• Action already done earlier — if you already ran the kickoff call on your own, mark the task as completed and add a note.
• Customer asked to pause communications — skip all outbound tasks with reason: "Customer requested silence until Q3".

When you skip, the reason goes to the timeline. If you skip more than 30% of a playbook's tasks in a quarter, consider asking your admin to review the playbook (see next section).

Is the playbook not good?

If you feel a playbook is creating noise or generating tasks that don't apply, tell your admin (or, if you're admin, head to Health model → Playbooks). Typical tweaks:

• Adjust trigger thresholds (e.g., At-Risk at health <40 instead of <50).
• Change task due dates (give more headroom).
• Remove tasks that don't add value.
• Clone and condition by segment (At-Risk Enterprise vs. SMB).

Custom playbooks

Beyond the 5 seeded ones, you can create your own. Examples that work well:

• Post-Feature Launch — when you ship a new feature, trigger: all customers in segment X → tasks: "Inform", "Demo", "Measure adoption".
• NPS Detractor — when a customer gives NPS ≤6, tasks: "Call within 48h", "Follow up in 30 days".
• Quarterly QBR — every 90 days for enterprise customers.

See Configure your workspace → Playbooks to create one.

Playbook metrics

Admin and Director can see, per playbook:

• Tasks generated (volume).
• Completion rate (% completed vs. skipped).
• Health impact (average recovery of customers that went through the playbook).
• Renewal impact (GRR for the segment with the playbook vs. without).

These metrics help you decide which playbooks are working and which to prune.