Playbook · For Customer Success

Your CSM does not get alerts. They get a plan.

Rudy works the book alongside your team. He agrees what matters this week, brings the routes and the asks, and closes out what actually happened. Referral pipeline stops being the thing everyone means to get to.

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N ####

# csm-northwind4 members

RudyAPPFriday 4:58 PM

Here is what next week looks like. Four things, in priority order. Tell me if any of them should come out.

Map the buying group at NorthwindNine people touch this renewal. You know three.

Build

Re-open Dana Oyelaran at VantaQuiet for six weeks. Rudy has a reason to write.

Nurture

Ask Siemens for the Klarna introNPS 10 last Tuesday. Route and wording ready.

Leverage

Brief Priya before the Maersk QBRTwo names in their exec sponsor network.

Build

Agree the planChange something

Co-owned goals

Three things you and Rudy both own.

Not three features. Three goals with a name on each, which is the difference between a tool you remember to open and a colleague who turns up.

Build

The stakeholders you do not have yet. Most account teams know four people at an account where forty touch the decision.

Nurture

Keeping what you do have worth something. A relationship you have not fed is not an asset, it is a name in a CRM.

Leverage

Turning a happy customer into pipeline. Not just the champion: a support engineer with the right ex-manager can be worth more than an exec sponsor.

The operating rhythm

A tool waits to be opened. A colleague has a standing agenda.

This is the part nobody else does. Rudy is not a stream of notifications you triage between calls. He works to a rhythm you both keep, and it produces something you can point at.

1ONCE A WEEK

☰This week’s planagreed Friday

Map the buying group at NorthwindNine people touch this renewal. You know three.

Build

Re-open Dana Oyelaran at VantaQuiet for six weeks. Rudy has a reason to write.

Nurture

Ask Siemens for the Klarna introNPS 10 last Tuesday. Route and wording ready.

Leverage

Brief Priya before the Maersk QBRTwo names in their exec sponsor network.

Build

2EACH MORNING

☰Today3 items

Ask Siemens for the Klarna introSent 09:14. Marcus replied, forwarding today.

Done

Re-open Dana Oyelaran at VantaDraft ready. Needs your read before it goes.

Now

Map the buying group at NorthwindSix new names, ranked by who can reach them.

Today

3EACH EVENING

☰Closed outnothing dropped

Siemens introMarcus forwarded. Meeting held Thursday.

Closed

Vanta re-openSent. No reply yet, which is fine on day one.

Sent

Northwind buying groupEscalation on the account. Rudy paused it and moved it to next week.

Replanned

And then it repeats. Nothing carries over silently. Anything unfinished goes back into next week’s plan with a reason attached, which is why the referral motion survives a busy quarter instead of quietly stopping.

Build

Forty people touch the decision. You know four.

Rudy brings the members of the buying group you have never spoken to, ranked by who on your side can actually reach them. Not a list of names, a list of routes. And it sits on the account record, so nobody has to go anywhere to see it. Same graph behind buying group intelligence.

Northwind HealthACCOUNT

DetailsRelatedContactsBoomerang

Rudy · buying group, live

Lena MoreauVP Engineering. Signs off on the renewal. Never contacted.

No route

Arun KapoorSecurity review. Your CTO worked with him at Datadog.

1 hop

Bea FontaineFinance. Blocked the last expansion. Nobody knows her.

Gap

Tomas SilvaYour champion. Two levels below Lena.

Engaged

Leverage

Your champion is not your only route.

Every person at that account carries a network. A support engineer who reported to someone now running IT somewhere else is a better route than a VP who knows nobody. And it runs upward too: your exec sponsor sits on boards, and an AM who has earned an executive relationship can ask at that level. Rudy ranks the whole account by who they unlock, not by their title.

☰Northwind Health, who they unlock23 people

Dee OkonjoSupport engineer. Reported to the CIO at Maersk for four years.

Best route

Lena MoreauExec sponsor. Shares a board seat with the CRO at Datadog.

Exec route

Tomas SilvaYour champion. Knows two people on your target list.

Known route

Bea FontaineFinance. Senior, and connected to nobody you are chasing.

No route

Nurture

They mentioned a launch is coming. So the ask moves.

Rudy is in the channels you already share with this customer. When the week is obviously wrong, nothing lands in it, and the note that does land acknowledges what is going on. This is the difference between an agent that knows the account and one that only knows the calendar.

☰#northwind-boomerangtoday

heads up, we are in launch week here, everything else is going to be slow

Ask pausedThe Klarna intro request was queued for next Tuesday.

Held

Reason attachedLaunch week. It goes back in the plan, not in a backlog.

Logged

Note adjustedThe follow-up now opens by asking how the launch went.

Redrafted

Leverage

NPS 10 on Tuesday. The ask was already written.

Peak satisfaction lasts about seventy two hours. Because the ask was in the plan you agreed on Friday, with the name, the route and the wording, there is no window to catch. Ask him from wherever you work, including inside Claude over MCP. When that champion later changes jobs, Rudy follows them.

ClaudeBOOMERANG MCP

draft the re-engagement for Marcus at Siemens, he just gave us an NPS 10

Marcus Webb signed the renewal in March and submitted NPS 10 on Tuesday. He knows Priya Raman at Klarna, which is stage 3 and stuck on security review. Here is the ask:

DRAFT

You mentioned last week that security review went from six weeks to two. That is the thing our team at Klarna is stuck on right now. You likely know Priya Raman there. Would you be open to an introduction?

boomerang.search_paths boomerang.get_account boomerang.draft_ask

Leverage

Sales wants an intro. It comes to you first.

Who is asking, which deal, what it is worth, and what your customer would actually be asked to do. It arrives in the thread the work is already happening in, and you get four answers rather than a yes or no. No request ever goes around the person who owns the relationship.

# csm-klarnaneeds a decision

RudyAPP10:41 AM

Jon wants an intro through one of your customers. Your call, and nothing moves until you make it.

INBOUND ASK

FROMJon Lassiter, AE

DEALKlarna, $240K, stage 3

ASKMarcus Webb to introduce Priya Raman

WHY NOWSecurity review cleared Tuesday

Yes, send it through Yes, but let me re-script it Not now, queue it for a clean window Wrong customer, route it elsewhere

No new console. Rudy is already in these.

Slack Salesforce and HubSpot Claude and Codex, over MCP REST API and webhooks

The rules Rudy keeps

CS rules are not sales rules.

CSMs own the customer relationship and have access sales does not. That access is worth protecting, so the limits are set per source and Rudy enforces them. CSMs only ever see the asks that are clean to make.

Customers, direct

CAN ASKAt a peak satisfaction trigger, and at any level of the account: the champion, the exec sponsor, or the engineer with the useful history. Onboarding done, NPS 9 or 10, renewal or expansion signed.

WILL NOTOpen critical tickets, NPS below 7, renewal risk, a recent escalation. And never more than three asks a year: beyond that you are using the customer, not partnering with them.

Your own team

CAN ASKAlways. Use team-network paths to warm up the customer’s stakeholders yourself, before anyone has to ask the customer for anything.

WILL NOTNothing. This one is never skipped.

Partners

CAN ASKCo-success stories with a shared customer, routed through the Partner Manager.

WILL NOTDirect outreach into partner CS teams.

Board and investors

CAN ASKStrategic customer references. The CSM, the CRO and the exec sponsor all approve.

WILL NOTQuarterly pipeline games. The board is not for CS expansion plays.

The connector contract

You will say yes or no to every ask. No silence.

Every customer who acts as a connector agrees to one rule. A customer who ghosts three asks is telling you they would rather not be a connector, and that is a fine answer. Better than silence. The CSM stops asking and puts the energy somewhere it is wanted. Both sides protected.

YesNot nowWrong personI’d rather not

On the scoreboard

Once it has a rhythm, it can have a number.

For most CS teams a customer-driven intro is a nice surprise rather than a metric. A motion with a weekly plan behind it can be measured per CSM, per account, per quarter, which is what turns it from a win into a practice.

Referral pipeline

Dollars of pipeline sourced from CS-led intros. Per CSM, per account, per quarter.

Expansion ARR

Revenue lift from warm-routed expansion, on the same customer base.

Plan completion

What share of the week you and Rudy agreed actually got done. The honest one.

Where to next

The rest of the motion.

Case study

Re-engaging champions when they change jobs, run as a motion rather than a memory. Two meetings in the first fortnight. Watch the story → Use case Champion Tracking Your champion moved. Rudy catches it the day it happens, rebuilds the old deal context and drafts the re-engagement. See the play → Use case Buying Group Intelligence A champion is one voice and the decision needs six. Map every member, and who on your side already knows them. See the play → Product How Rudy works The relationship graph underneath all of it, and what gets written back into your own CRM objects and fields. Product overview →

More pipeline than outbound will ever build.

Your CS team is already sitting on it. The whole game is having a rhythm for it. See what Rudy would put in your first weekly plan.

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