Customer Success Playbooks

Apr 15, 2025

Purple Flower

The CSM Guessing Game

You’re managing 30+ accounts, and each day feels like triage. You’re firefighting churn risks, trying to spot expansion signals, and hoping your “playbook” (read: sticky notes and Slack threads) is pointing you in the right direction.

When a customer ghosts you—or worse, surprises you with a non-renewal—it’s too late.

CS leaders call it pattern recognition. What they really mean is: survive on instinct.

Playbooks That Actually Play

Steerco turns strategy into action. Automatically.

  • Risk signals? Triggers a churn mitigation play.

  • Expansion indicators? Launches a growth play.

  • Low usage or support burnout? Kicks off a value remediation plan.

But here’s the twist—Steerco doesn’t just use your internal data.

It brings in context from outside the relationship:

  • Annual reports

  • Funding announcements

  • Leadership changes

  • Product launches

  • Market downturns

  • Even regulatory shifts and macroeconomic headlines

Our AI reads between the lines, across the industry, to build smarter, more accurate playbooks. It’s like giving every CSM the situational awareness of a Wall Street analyst—but with less caffeine.

From Fire Drills to Forecasts

Instead of reacting to noise, CSMs get:

  • A clear priority queue

  • Recommended next actions

  • Strategic alignment with sales and product

Leaders get:

  • A dashboard of what plays are running where

  • The ability to refine, test, and scale them

  • Insights into what’s driving outcomes (not just activity logs)

Less Burnout, More Breakthroughs

CSMs stop feeling like support agents and start acting like revenue multipliers. Customers feel heard, guided, and supported. Execs see a CS org that’s proactive, not panicked.

Real Example

A Director of CS used Steerco to standardize playbooks across a 15-person team. Within one quarter, they saw a 22% increase in NRR—without hiring anyone.

TL;DR

Steerco generates the most timely, accurate playbooks in the industry. Because we don’t just use your data—we use the world’s.