Todd Kirk and Casey Trujillo talk all about playbooks in customer success! They challenge the idea of blindly following a playbook and emphasize the importance of thinking critically and adapting to each customer's unique needs.
They suggest that customer success managers should act as coaches rather than players, guiding and empowering customers to achieve success.
Takeaways

Customer success managers should act as coaches rather than players, guiding and empowering customers to achieve success.
A successful playbook requires mentorship and leadership, asking open-ended questions, and providing data to customers.
Customer success professionals should be disagreeable givers, challenging the status quo and helping customers achieve their goals.
Avoid blindly following a playbook and instead think critically and adapt to each customer's unique needs.

Contents

00:00 Introduction and Warning
03:03 Rethinking Customer Success
10:33 The Role of Playbooks
23:49 Asking Open-Ended Questions
29:20 Becoming Disagreeable Givers

Resources
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Credits
Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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