Customer Success
Playbook v2.2 — 70-20-10 Learning Model
Avg Health
0
0 accounts
Rep Coverage
0/0
0% active
Milestones
0/0
0% complete
At Risk
0
all clear
Overdue
0
milestones past due
Account Health
No accounts with CS playbooks active yet
Upcoming Moments
No upcoming QBRs or renewals
70-20-10 Model
Hands-on Experience70%
In-app usage, territory maps, prospect scoring, weekly digests
Social / Peer / Sponsor20%
Sponsor check-ins, Lunch-n-Learns, power user stories, QBRs
Formal Training10%
Onboarding event, Knowledge Center, feature videos, release notes
White Glove Calendar
Day 1Welcome email from BenBen
Week 1Onboarding training eventBen
Post-trainingFollow-up: KC + Quinn contactQuinn
Month 130-day check-in + NPS pulseQuinn
Month 2Lunch-n-Learn #1Ben
Month 3QBR 1Ben + Sam
MonthlyFeature highlight + power user storyQuinn
QuarterlyLunch-n-Learn + QBRBen + Sam
-60d renewalRenewal notification + value summaryQuinn
-30d renewalRenewal check-in (human)Sam
AnnualExecutive check-in (CEO-to-CEO)Ben