Editing Risk (section)

==The Play Library==

In infrastructure, a runbook is a standardized, written response to a known failure mode, so the fix doesn't depend on which engineer happens to be on call. Customer Success mostly still runs on tribal knowledge — the best CSM on the team knows exactly what to do when a champion goes quiet, and nobody else does. The Play Library is that knowledge, written down, so the response doesn't depend on who picks up the account.

Every play follows the same shape, so any CSM/TAM/CE can execute one cold:

* '''Trigger''' — the specific, observable signal that starts the play
* '''Owner''' — the role responsible for running it (see [[CSM vs TAM vs Customer Engineer]])
* '''First 48 hours''' — the concrete first steps, in order
* '''Escalation path''' — who gets pulled in, and at what point it becomes a declared incident
* '''Success criteria''' — what "resolved" looks like, stated before you start
* '''Close-out''' — how the play gets logged, and what feeds [[The Postmortem (Churn and Save Retros)|the postmortem]] if it didn't work

Starter plays worth having on day one:

* '''Usage Drop Play''' — triggered by a defined percentage decline in core-feature usage over a rolling window
* '''Champion Departure Play''' — triggered by a bounced email, a LinkedIn job-change signal, or a support contact from an unrecognized name
* '''Support Ticket Spike Play''' — triggered by ticket volume or severity crossing a threshold after a quiet baseline
* '''Post-Onboarding Adoption Lag Play''' — triggered by missing the [[Onboard|time-to-first-value target]]
* '''Executive Sponsor Silence Play''' — triggered by a defined stretch with no exec-level engagement ahead of a renewal
* '''Renewal-at-Risk Play''' — triggered by a health score in the at-risk band inside a defined window before renewal date

Judgment doesn't scale past the first few hires, and it doesn't survive attrition. A written play library means consistent response quality across a growing team and — critically — something concrete to improve.