Customer Success has had a bit of a moment over the last few years. Almost every SaaS company has a CS team now. What most of them don't have is a CS operations function — the documented processes, the structured handoffs, the consistency that turns a good CS team into a reliable revenue engine.
The result is CS teams that are full of talented, customer-obsessed people running on instinct and tribal knowledge. The best CSM knows exactly how to run an onboarding. The problem is that knowledge lives in their head and not in a document, which means when they leave — and eventually everyone leaves — that knowledge walks out the door with them.
I came up through customer experience before I moved into operations, and I saw this pattern everywhere. Great individuals. Inconsistent processes. High effort, variable outcomes.
The Customer Success Ops playbook is being built around the moments that matter most in the customer lifecycle: the first 30 days after a deal closes, the quarterly business review, the health check call, the escalation that comes in at 5pm on a Friday, and the renewal conversation that determines whether you retain the revenue.
Each of those moments deserves a documented process — not a script, but a framework. Who owns it. What the trigger is. What the steps are. What success looks like. What happens if it goes wrong.
That's what we're building. Because your best CSM shouldn't be your only CSM who knows how to do it.