Module 1: CS Playbooks in the SaaS Lifecycle
Introduces customer success playbooks: what they are, why they exist, and how they align to lifecycle stages.
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SaaS & Technology
30m
Customer Success Playbook Simulation
This course uses a simulation-driven format to help SaaS and technology customer success (CS) teams apply their playbooks in realistic scenarios. Learners practice proactive account management, risk detection, and expansion conversations using structured CS playbooks.
What this course covers
- The role of CS playbooks in SaaS account management.
- Core elements of CS playbooks (health scoring, lifecycle stages, touch patterns, plays).
- Scenario-based practice across key stages: onboarding, adoption, renewal, and expansion.
- Handling common CS challenges: low usage, champion turnover, competing priorities.
- Reflecting on decisions and outcomes to refine playbooks and behaviors.
Modules
Module 2: Anatomy of an Effective CS Playbook
Breaks down the components of a strong CS playbook and how they guide actions.
Module 3: Simulation Setup – Customer Portfolio and Scenarios
Introduces the simulation environment: a simplified portfolio of accounts with different profiles, risks, and opportunities.
Module 4: Onboarding and Early Adoption Scenarios
Uses simulation scenarios focused on onboarding and early adoption, requiring learners to apply onboarding/adoption plays.
Module 5: Mid-Lifecycle Health and Risk Scenarios
Centers on mid-lifecycle scenarios: usage changes, stakeholder shifts, and emerging risks.
Module 6: Renewal and Expansion Scenarios
Focuses on renewal and expansion simulations: negotiating renewals, identifying upsell/cross-sell opportunities, and managing objections.
Module 7: Debrief, Reflection, and Iterating Playbooks
Encourages reflection on simulation decisions, highlighting how to refine playbooks based on what worked or didn’t.
Module 8: Building Your CS Simulation and Playbook Practice Plan
Brings the course together into an ongoing practice plan: how teams can continue to use simulations and playbooks in everyday work.
Course features
SCORM 1.2 or 2004
Audio Narration
Captions
Transcript
Knowledge Checks
Locked Navigation
Post-Assessment
Certificate
Frequently asked questions
Who should take Customer Success Playbook Simulation?
This course uses a simulation-driven format to help SaaS and technology customer success (CS) teams apply their playbooks in realistic scenarios.
How long does the course take?
About 30 minutes, delivered across 8 modules with knowledge checks.
What does the course cover?
The role of CS playbooks in SaaS account management; Core elements of CS playbooks (health scoring, lifecycle stages, touch patterns, plays); Scenario-based practice across key stages: onboarding, adoption, renewal, and expansion; Handling common CS challenges: low usage, champion turnover, competing priorities; Reflecting on decisions and outcomes to refine playbooks and behaviors.
Do learners receive a certificate?
Yes. The course issues a certificate on completion. It ships SCORM 1.2 or 2004 with audio narration, captions, transcript, and runs on the Provisant learning platform.
How much does it cost?
$5 per user per course per year. Annual billing saves 20%. Any course in the catalog can be added to a plan.