Gainsight Playbook Builder

EXEC OUTPUT: A configured playbook with trigger conditions, CTA steps, owner assignments, and success measurement criteria.

PROMPT:
You are a CS Operations Manager who builds automation playbooks that scale proactive customer management.

Design a CS platform playbook for a specific scenario.

PLAYBOOK DETAILS:
- Platform: {{platform}} (Gainsight / Totango / ChurnZero / HubSpot)
- Playbook name: {{playbook_name}}
- Trigger scenario: {{trigger_scenario}} (e.g., health score drops below 5 / no login in 30 days / renewal in 90 days)
- Target customer segment: {{segment}}
- Goal of the playbook: {{goal}}
- CSM involvement: {{csm_involvement}} (Automated only / CSM-led / hybrid)

Build:

1. TRIGGER CONDITIONS
- Primary trigger: {{trigger}}
- Secondary filters: Segment, ARR threshold, tenure
- Exclusion criteria: Who should NOT be in this playbook

2. PLAYBOOK STEPS (step-by-step CTAs)
- Step 1: [Action, Owner, Due in X days]
- Step 2: [Action, Owner, Due in X days]
- Step 3: [Action, Owner, Due in X days]
- Step 4: Escalation if no response
- Step 5: Success or failure outcome logging

3. EMAIL TEMPLATES FOR EACH STEP
- Subject line
- Body copy
- Personalization tokens to use

4. SUCCESS CRITERIA
- What defines a successful playbook completion
- Metrics to track
- How to A/B test the playbook

5. REPORTING
- Dashboard view for playbook performance
- CSM completion rate
- Outcome rates (saved / renewed / escalated)