TAM Playbooks
Open playbooks for enterprise Technical Account Managers. Built from running seven-figure portfolios at security and developer-platform companies, and written so another TAM can run them, not just read about them. Take what's useful.
Onboarding & Time-to-Value
Start the relationship right and define when onboarding ends.
Customer Onboarding
Get the relationship right from day one. Research before the first call, lead with their problem over your product, capture why they bought, build a mutual success plan, and define a hard finish line.
Onboarding Metrics
Measure whether onboarding actually worked, across every account. Define a value milestone, track time-to-first-value and completion, watch the leading signals, and fix the step that keeps stalling.
Renewals & Risk
See risk early, forecast honestly, and run the save play.
Renewal Risk Governance
Record renewal risk the same way every time (level, category, narrative, next step), review it on a cadence, and escalate early. A structured system so no renewal is a surprise.
Health Scoring
Build an early warning system, not just a dashboard. Separate signals, detectors, and decisions, track trajectory over snapshots, and map every pattern to an action.
Proactive Alerts
Eleven CSM alerts that keep a running pulse on your book: usage drops, license thresholds, renewal countdowns, risk-field changes, and call-gap safety nets.
Churn Intervention
The save play for at-risk accounts. Diagnose the real reason, confirm with the customer, multi-thread to the economic buyer, re-establish value, and know when to walk.
Expansion & Value
Turn proven value into expansion and stories.
Expansion & Adoption
Spot expansion early and earn it through deeper adoption. Name the expansion type, watch the usage and health signals that predict it, drive adoption tied to a measurable win, and hand the opportunity to sales with data in hand.
Case Studies
Identify, capture, and publish customer wins, with a system that surfaces candidates automatically and tracks them to publication so your best stories actually get told.
Support Playbooks
Running a support function: triage, priority, alerts, and people management.
Support Triage & Operations
A collection from running support teams: support triage, ticket priority, automated triage, support alerts, pending-ticket workflow, and people management.
Automation & Tooling
Scale yourself with Claude Code and n8n. Adapt these for your team.
Claude Code Skills
Package the CS work you repeat into reusable skills the assistant runs your way. What a skill is, which tasks to encode, and how to build focused, composable ones.
Call Review Automation
Grade your own customer calls from transcripts against a rubric, every week. Capture the transcript, score the beats that predict a good call, and fix one beat at a time.
CLAUDE.md
Teach your AI assistant how you work once: your role, tools, style, and systems in a file it reads every session. Keep it tight, and layer global with per-project.
AI Second Brain
A markdown knowledge base your assistant reads and grows with you: sources, concept pages, and an index that compound so you stop looking things up twice.
These are living playbooks
Take them and adapt them. If you run one better, or want one that isn't here yet, I'd like to hear it.
Browse all playbooks on GitHub