{"id":"cs-at-risk-playbook-checklist","audience":"managers","category":"support-work","technique":"context","track":"support","level":"intermediate","title":"Turn churn lessons into a day-by-day at-risk playbook","free":false,"task":"You manage a CS team and want a playbook for when an account's health turns Red. Write a checklist of exactly 6 lines, each formatted \"- [ ] Day N: action (owner)\", in day order starting at Day 0. Build in both lessons from the churn retro, and follow the policy on exec escalation. Under 110 words, nothing else.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Churn retro - Q3 (3 lost accounts: Hadley, Oaktree, Prism)\n\nWhat went wrong:\n- Hadley: champion left in June, we found out in August from a bounced email. By then the new VP had picked a competitor.\n- Oaktree: CSM offered 15% off on the first call, before we knew the problem was a missing integration. They took the discount and still left.\n- Prism: renewal decision maker was the CFO, never met her.\n\nPolicy (CS handbook 4.3): Exec escalation, meaning our VP of CS calls the customer's exec, is only for accounts over $50,000 ARR. Below that, the CS manager handles it.\n\nCurrent process (informal): CSM notices Red, emails the champion, waits.\n\nRoles available: CSM, CS manager, VP of CS, support lead, AE.\n\nTeam says: \"We need something we'll actually follow, not a 20-step doc.\"","rules":[{"type":"maxBullets","max":6},{"type":"maxWords","max":110}],"mistakes":[{"title":"Ignoring the lessons","why":"The AI writes a generic playbook that would repeat the same mistakes.","fix":"Say: \"Check champion and decision maker on Day 0, and no discount before the root-cause call.\"","checks":["r1"]},{"title":"Escalating everything","why":"The AI sends every Red account to the VP.","fix":"Give the policy: \"VP escalation only over $50,000 ARR; CS manager otherwise.\"","checks":["r2"]},{"title":"No fixed format","why":"The AI writes paragraphs or nested bullets.","fix":"Show the line: \"- [ ] Day N: action (owner)\"","checks":["r0","maxBullets"]},{"title":"Making it long","why":"The AI writes the 20-step doc the team won't use.","fix":"Cap it: \"exactly 6 lines, each under 15 words.\"","checks":["maxBullets","maxWords"]}],"promptHints":[{"label":"Gives the line format","patterns":["\\[ \\]","day n","checklist"]},{"label":"Sets the count","patterns":["\\b(6|six)\\b.{0,10}(lines?|steps?|items?)"]},{"label":"Uses the retro lessons","patterns":["champion","discount","lesson","retro"]},{"label":"Gives the escalation policy","patterns":["50,?000","50k","escalat"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]}],"hint":"The retro tells you what to do differently, and the policy limits who escalates. Make sure the AI builds both in.","rubricLabels":["Every line uses the format '- [ ] Day N: action (owner)', with days in ascending order starting at Day 0","Includes checking whether the champion and decision maker are still in place early (by Day 2), and no discount is offered before a root-cause call","The exec escalation step says VP of CS only for accounts over $50,000 ARR (CS manager otherwise)"]}