The following table contains a list of all of the Playbook Assets that are currently available in Vault. When you click the asset link, if you are not currently logged in to Gainsight, you will be directed to login. From the preview window, you can also configure and download the asset into your org.

Name Folder Subfolder Description Link
90 Days until Renewal Lifecycle - Renewal, Expansion & EBRs   Proactively prepare for upcoming renewals - includes checking and resolving any issues from Customer360, contacting Business Sponsor, and preparing and sending renewal paperwork. Assigned to Account CSM (or Renewals Manager). https://jbcxm.na34.visual.force.com/apex/vault?id=a1p3gr3uk7t7v7toavfoyns2
Advocacy Follow-Up NPS & Advocacy Advocacy Follow up with a customer contact when they've completed involvement in an advocacy event - includes closing the loop on advocacy event, creating an 'advocacy' milestone, and sending a congratulatory gift. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=ea5tknlc0jm8rrlij4pufg9q2
Annual Health Check-In Lifecycle - GoLive, Launch & Adopt   Prepare and execute an annual customer 'health' meeting - includes reviewing customer usage and health, executing call with stakeholders, and developing a Success Plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=1mcimphs3s2bfqpbf0zzrqpy1
Bounced Copilot Email Email Analytics   Process to follow when a copilot email bounces https://jbcxm.na34.visual.force.com/apex/vault?id=3qanap9505q8xa2yg96fc4o5j
Closed Round of Funding Lifecycle - Renewal, Expansion & EBRs   Congratulate and explore potential opportunity when a customer closes a new round of funding - includes sending congratulatory email and gift, including Renewals & Expansion, and understanding potential opportunity. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=7h9vo4ag7wk6zrw4e2zoerrjm
Company Risk: Loss of Admin Risks & Health Score Risks Bridge the gap after the loss of an Admin - includes updating contact role, aligning with Executive Decision Maker, and ensuring smooth transition. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=12b99evuft2tup4gg11mq1pat
Company Risk: Loss of Business Sponsor Risks & Health Score Risks Bridge the gap after the loss of a business sponsor - includes notifying internal management, verifying and connecting with new contact, scheduling a meeting, and reaffirming value and partnership. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=uksgvq553mcr8yvwahfuq22z
Company Risk: Loss of Power User Risks & Health Score Risks Bridge the gap after the loss of a Power User - includes identifying next highest active user, contacting Business Sponsor, and training new Power User. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=dwguioitve2qqwnjq5uz6my9g
CSM Transition Lifecycle - GoLive, Launch & Adopt   Transition a customer to a new CSM - includes introducing new CSM, creating a milestone to track dates of transition, and aligning on objectives/success criteria. Assigned to new Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=gglx4oci8xqn4mhficb110waa
Customer Internal Re-organization Risks & Health Score Risks Execute strategy for company re-organization - includes involving Executive Sponsor, arranging strategy call, and executing plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=15kc9i47lql2k75hm0tckiopw
Customer Reference V2 NPS & Advocacy Advocacy Manage a customer through the reference process - includes asking customer to be reference, introducing customer contact to prospect, and dropping Advocacy milestone on the customer accounts. https://jbcxm.na34.visual.force.com/apex/vault?id=1dtopjk1721kw2j7b0vqtoguf
Data Risk Risks & Health Score Risks Mitigate risk and determine path forward when a customer faces a data risk issue - includes connecting with internal stakeholders and Support/Services teams, ensuring a Technical Lead is assigned to mitigate risk, and confirming resolution with Business Sponsors. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=512xbzqurfy9i2btdg04q4m4i
Drop in Usage Risks & Health Score Health Score Provide aid and training when a customer's usage drops - includes conducting call with customer to understand drop, scheduling training, and leveraging customer feedback. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=4sr0s4n2u6djh9lufekwh1hre
Executive Business Review Lifecycle - Renewal, Expansion & EBRs   Plan and deliver an Executive Business Review - includes scheduling, reviewing Customer360 page, preparing and vetting presentation, and meeting with customer. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=51ct3diyulu8meuibm6hwlfpr
Executive Engagement Risk Risks & Health Score Risks Drive value and execute strategy when a customer Executive is disengaged with the product - includes notifying Executive Sponsor, developing strategy, and conducting call. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=b5m0642yaavto57lbi2c1p1w0
Executive Re-Sell Risks & Health Score Health Score Informally 're-sell' the value of your platform and relationship when there's a new Executive involved or a new company structure - includes having Executive Sponsor add them on LinkedIn and send them an email, and then determining next steps. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=4p1xhn15mkhzom91ayy4m3141
Expansion Support Lifecycle - Renewal, Expansion & EBRs   Support a customer through a new product/division rollout of your product - includes understanding customer rollout plan, involving Renewals & Expansion, and executing plan to drive expansion. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=2fnfq2fknjwa21azag1xmiric
Financial Risk Risks & Health Score Risks Determine where to invest efforts when customer is indicating signs of financial difficulty - includes identifying customer use case, bringing in Executive Sponsor, determining strategy, and executing plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=31mffwstca5uwnu20eb9qwhcl
Go Live! Lifecycle - GoLive, Launch & Adopt   Transition a customer from training and implementation stage to launched and adopting stage - includes reviewing the project plan, ensuring customer is ready for Go-Live, and updating account information. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=7nqmtut91wmm58o1ufp8z1cws
Go Live! (High Touch) Lifecycle - GoLive, Launch & Adopt   Transition a customer from training and implementation to launched and adopting in a high-touch fashion - includes reviewing project plan, conducting a strategy session, and guiding customer through end user training plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=5esnjzqf9825rkaqfc48z9j45
Habits Opportunity: High Adoption NPS & Advocacy Advocacy Recognize customers with the highest level of adoption - includes reviewing Customer360, sending a congratulatory note, and identifying if there's a reference/advocacy opportunity. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=hcwii7j8vtrcgt8h3dysl2zdo
Habits Risk: Low Adoption Risks & Health Score Risks Overcome a negative trend or drop in customer adoption or habits - includes reviewing usage, scheduling call with Admin, and setting up a best practice training and EBR. Assigned to Account CSM https://jbcxm.na34.visual.force.com/apex/vault?id=fz2u933ystyr5vcoaei45b370
Habits Risk: Stalled (Yellow) Adoption Risks & Health Score Risks Improve a neutral trend in customer adoption or habits - includes analyzing C360 and usage, driving increased usage through best practices, and checking in on improvement. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=fhkq6wqi091727fk8yya3zqkn
Implementation Risk: Project Milestone Delayed Lifecycle - New Customer & Kickoff   Get customers back on track when behind schedule in implementation - includes reviewing project milestones, scheduling a call with Implementation team, and arranging meeting to get customer back on track. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=6idmgzgugstfvsiw8yru4yn5p
Initial End User Training Lifecycle - GoLive, Launch & Adopt   Guide customers through the training of their End Users - includes conducting training prep check-ins, assisting customer through training plan, and moving the customer to the next lifecycle stage. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=bl8pqu77z09p7evy944imtaeg
Internal Gainsight Launch Lifecycle - GoLive, Launch & Adopt   Use as an exercise for CSMs in preparation for your internal Gainsight Launch - includes working through their Customer360, Cockpit, and CTAs. https://jbcxm.na34.visual.force.com/apex/vault?id=bey6z906ud83u17x01dw6bxjv
Monthly Check-In Lifecycle - GoLive, Launch & Adopt   Plan and deliver monthly check-ins with your customers - includes reviewing C360, scheduling call with Adoption Champion/Admin, and conducting call (with specific questions). Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=7yuui215u3ponm0ekp5r7q7oo
Move to Adopting Lifecycle - GoLive, Launch & Adopt   Transition a customer from Launched stage to Adopting stage where they are fully self-sufficient - includes confirming roles are updated, conducting Implementation Close meeting, and sending Project Close email. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=58p5ccyd63w7ubjd42rn5kk2l
New Customer Lifecycle - New Customer & Kickoff   Begin the onboarding process for a new customer - includes scheduling an internal hand-off call, reviewing contract, and kicking off implementation. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=db6gxva5wt6nts1s8d3y9q704
Onboarding-to-CSM Transition Lifecycle - New Customer & Kickoff   Ensure a smooth transition from the Onboarding process to full CSM ownership - includes conducting mid-implementation checkpoint meeting, conducting Onboarding completion meeting, and achieving final project sign-off. https://jbcxm.na34.visual.force.com/apex/vault?id=fmuq0uwwtoqbob011z6kzepwt
Opportunity: Product Overage Lifecycle - Renewal, Expansion & EBRs   Proactively manage potential product/capacity overage (e.g. at 95% of purchased licenses used) - includes reviewing Customer360 and usage, connecting with customer, and discovering if there is an upsell opportunity. Assigned to Account CSM (or Renewals Manager/AE/whoever is in charge of Customer Upsell). https://jbcxm.na34.visual.force.com/apex/vault?id=dqmlcwdab53zsxbly21ktucl5
Product Risk Risks & Health Score Risks Overcome a situation where a customer has a functionality issue with the product - includes understanding the scope of the issue, aligning with Product team on next steps, and continuously checking in with customer until resolved. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=4asdclw3yta34e95hnfhjj426
Readiness Risk: Key Contact Not Identified Risks & Health Score Risks Proactively identify and align when there is key contact information missing - includes reviewing Sales notes, aligning with Sales team, and syncing with customer until all key contacts are identified. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=pgpcf115o0s4ap9y33glyjwf
Sales Handoff Lifecycle - New Customer & Kickoff   Ensure a smooth Handoff from Sales to Services/CSM - includes reviewing contracts, scheduling the call with the appropriate stakeholders, and documenting the knowledge transfer. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=faro21xb38au5601jbud87630
Sentiment Opportunity: High NPS Rating NPS & Advocacy NPS Recognize customers with high, "promoter" NPS survey ratings - includes reviewing NPS comments, sending a Thank You note, and identifying if there's a reference/advocacy opportunity. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=4cquzwkg25x7ldplw7ao2kyl2
Sentiment Risk: Lapsed Renewal Risks & Health Score Risks Contact and address customers who have an overdue or unaccounted for renewal - includes checking usage and contract, contacting Business Sponsor, sending customer de-activation warning, and de-activating if necessary. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=c56zunykrctyqs10i9ttc5w5m
Sentiment Risk: Late Payments Risks & Health Score Risks Understand and address customers who have not paid by their specified due date - includes reviewing terms and conditions as well as usage, reaching out to customer, following up with Finance to confirm payment or go through with de-activation. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=c1bbkk7us46j1lvv14f5z0buu
Sentiment Risk: Low NPS Rating NPS & Advocacy NPS Respond to receiving low, "detractor" NPS survey ratings - includes reviewing NPS comments from detractor and other contacts within the company, contacting customer to acknowledge and discuss feedback, and creating and executing action plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=wiqnjruh4mn65z9egw2y0oi6
Sentiment Risk: Neutral NPS Rating NPS & Advocacy NPS Respond to receiving neutral, "passive" NPS survey rating - includes reviewing NPS comments, contacting customer to understand improvement opportunities, and executing improvement plan. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=51qgdw4ivt78mnl0acv9yyfhu
Sentiment Risk: No engagement in 90 days Risks & Health Score Risks Re-engage with customers with whom there has been no communication for an entire quarter - includes reviewing Customer360, contacting Business Sponsor, and escalating to internal management if needed. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=7nt6w9fnglfttxpucgindhzqc
Sponsor Moving to New Company NPS & Advocacy Advocacy Explore potential opportunity when a Sponsor moves to a new company - includes confirming new contact information, determining if/where new company is in the sales process, and passing information to Sales. Assigned to Account CSM. https://jbcxm.na7.visual.force.com/apex/vault?id=22o6excsahvqhj7y7fqfdmh95
Support Risk Risks & Health Score Risks Track escalated Support cases and issues until they're resolved - includes reviewing case, checking in with Support team, and confirming that customer need is met. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=aj75b0qe3qsympoiiee71ywet
Support Risk: High Priority Issue Risks & Health Score Risks Manage a customer's support risk when it's a high priority or urgent issue - includes reviewing open tickets, checking in with Support Assignee, involving Support Manger if necessary, and continuing to check in with customer until issue is resolved. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=fgn9xj3bfugwkcguxytj08xod
Support Risk: Volume/Duration Issue Risks & Health Score Risks Manage a customer's support risk when it's an issue volume or duration issue - includes reviewing open tickets, checking in with Support Assignee, and continuing to check in with customer until issue is resolved. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=cr46rdjd4z7i5lgbaxrjenzpw
Tracking Key Contacts Risks & Health Score Health Score Ensure you're taking the proper steps to track your key customer contacts in Gainsight - includes confirming the proper contact information, validating it in SFDC/Gainsight, and adding contact to Sponsor Tracking in Gainsight. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=e7qw3ktpxfap4uqsfte7oq0cc
Training/Adoption Opportunity Risks & Health Score Health Score Discover and execute an opportunity for customer training and/or increased adoption - includes contacting customer to discuss training needs, preparing training materials, and conducting session. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=ahi74z7m80w6hp4c7deuwlx5h
Will Churn Risks & Health Score Health Score Take the appropriate steps after a customer confirms that they will churn - includes updating stage, changing Renewal Opportunity to 'Closed Lost,' and scheduling an internal post-churn debrief call. Assigned to Account CSM. https://jbcxm.na34.visual.force.com/apex/vault?id=3k1778ttxc89mnpzfoojd5wl