TikVah | Flow &
PerformanceOne Playbook, From Contract Signed to Contract Renewed
A SaaS playbook is a practical operating guide that tells each team what to do, when to do it, who owns it, and how success is measured across the customer lifecycle. TikVah builds and runs it — backed by direct experience leading 250+ enterprise implementations and protecting $17.5M+ in client lifetime value under real pressure.
A Playbook, Not a Binder Nobody Reads
Most companies have customer success knowledge scattered across one person's inbox, a few spreadsheets, and whatever the founder remembers from the early days. This is a documented, working playbook instead — covering the business itself, the full customer lifecycle, and every handoff between sales, implementation, and Customer Success, so the process survives turnover, growth, and a busy quarter.
The Five Things Every Procedure Needs
The strongest playbooks don't stop at policies. Every procedure in this playbook is broken into five parts, so it's clear, repeatable, and auditable — not a paragraph of prose nobody follows the same way twice.
- 1Trigger
What starts the procedure. Example: Contract signed. - 2Owner
Who's accountable for it. Example: Implementation Manager. - 3Actions
What actually gets done. Example: Validate scope, confirm stakeholders, schedule kickoff, document risks. - 4Deliverable
What gets produced. Example: Approved project charter. - 5Success Measure
How you know it worked. Example: Kickoff completed within five business days with no undocumented commitments.
Ideal for: SaaS and services companies whose customer success process only exists in one person's head.
Ten categories, every team covered
Each category below becomes its own section of the playbook — documented, assigned an owner, and handed to your team, not kept in TikVah's head.
Business & Product Overview
Outcome: Every team, new or existing, describes the product and the customer the same way.
Covers the Ideal Customer Profile and target industries, the specific problems the product solves, what it can and can't do, the value proposition and competitive differentiators, and how pricing, packaging, and contracts are structured.
Customer Lifecycle
Outcome: One map of the full customer journey, so nobody's guessing what stage a customer is in or who owns it.
Covers lead qualification, sales discovery and solution alignment, the contract-to-implementation handoff, implementation and onboarding, adoption and value realization, ongoing support, renewal and expansion, and offboarding or churn management.
Sales-to-Implementation Handoff
Outcome: Nothing sold gets lost, forgotten, or re-negotiated on the way into delivery.
Covers required customer information, purchased products and integrations, the outcomes and success criteria that were promised, scope and timeline with exclusions, stakeholders and decision-makers, known risks and custom commitments, and an internal kickoff checklist before delivery starts.
Implementation Playbook
Outcome: Every rollout follows the same proven path from discovery to a stable go-live.
Covers discovery and requirements validation, the project plan and milestones, configuration and integrations, data migration, testing and acceptance criteria, training and change management, go-live readiness, launch and stabilization, and a formal transition to Customer Success.
Customer Success Playbook
Outcome: Every account gets a consistent level of attention scaled to its size and risk, not whoever has time that week.
Covers customer segmentation and service levels, success plans tied to business outcomes, engagement cadence, adoption and utilization reviews, customer health scoring, executive business reviews, risk identification and escalation, and renewal and expansion planning.
Support & Escalation
Outcome: Issues get resolved on a predictable timeline instead of whoever notices first.
Covers support channels and service levels, ticket severity definitions, response and resolution targets, escalation paths, incident communication, root-cause analysis, and customer follow-up and closure.
Renewal & Expansion
Outcome: Renewals are worked 120 days out, not discovered 12 days out.
Covers a defined action plan at 120, 90, 60, and 30 days before renewal, value and ROI documentation, renewal-risk assessment, pricing and negotiation authority, upsell and cross-sell triggers, and reference, testimonial, and referral requests.
Roles & Governance
Outcome: Every stage of the customer lifecycle has one accountable owner, not a committee.
Covers a named process owner for every lifecycle stage, a RACI matrix, approval authority, meeting cadence, documentation standards, decision and escalation procedures, and cross-functional responsibilities.
Systems & Documentation
Outcome: The tools reflect the process, instead of the process bending around whatever the tools happen to do.
Covers CRM requirements, the project-management platform, the customer-success platform, the support-ticketing system, the knowledge base, required templates and customer records, and automation and notification rules.
Playbook Management
Outcome: The playbook stays current instead of becoming a document nobody trusts six months in.
Covers a named owner for each section, a review schedule, version control, a feedback process, training and certification, compliance monitoring, and a continuous-improvement backlog.
The numbers that prove the playbook is working
Every stage of the lifecycle gets metrics leadership can actually trust — not a spreadsheet built the night before a board meeting.
| Area | Example Metrics |
|---|---|
| Sales | Conversion rate, sales cycle, ARR |
| Implementation | Time to launch, milestone completion, scope variance |
| Adoption | Active users, feature utilization, time to value |
| Customer Success | Health score, CSAT, NPS, engagement |
| Support | First-response time, resolution time, backlog |
| Retention | GRR, NRR, renewals, churn |
| Expansion | Upsell ARR, cross-sell rate, account growth |
Every template included, not built from scratch each time
A customer success function that doesn't depend on one person
A Documented, Owned Playbook
Every stage of the lifecycle written down, assigned an owner, and handed to your team.
Metrics Leadership Trusts
Reporting that reflects what's actually happening in the account, not a guess.
Renewals Worked Early
A defined renewal motion starting 120 days out, instead of a scramble in the final week.
Pair this with the other pillars
Executive Assistant Support
Executive time and calendar protected, day to day, from a stated goal.
Learn More →Change Mgmt. & TikVah Adoption Plan (TAP)
Making sure new workflows and systems actually stick.
Learn More →Implementation & Project Management
Full rollout ownership for initiatives bigger than one account.
Learn More →Before you book this format
Does this replace my existing CSM team?
No — this either builds the playbook your existing team runs on, or fills the CSM seat directly if that function doesn't exist yet. Either way, the process stops depending on one person's memory.
How long does it take to build the playbook?
Engagement: Project-Based, 4–10 Weeks; Deliverable: Documented, Working Playbook; Format: Remote, with On-Site Available. Timeline depends on how many lifecycle stages need to be built from scratch versus documented from what already exists.
Which systems does this work with?
Hands-on experience includes Salesforce, Odoo CRM/ERP, Microsoft Dynamics CRM, customer-success and support-ticketing platforms, and Field Management Systems (FMS, ServiceNow) — the playbook is built to run inside whatever systems the business already has.
What happens after the playbook is delivered?
Most engagements start with a discovery call, then move into building the playbook. From there, some clients bring TikVah on to run it as ongoing CSM Support, pair it with Executive Assistant Support to cover the operational side too, or hand it off fully trained to an internal team.
Ready for a Customer Success Function That Runs Itself?
(954) 770-2283