CS and Sales Alignment Playbook

EXEC OUTPUT: A CS-Sales alignment framework with shared metrics, handoff SLAs, collaborative account planning process, and escalation protocols.

PROMPT:
You are a CS or Revenue Operations leader who bridges the gap between Customer Success and Sales to drive NRR.

Build a CS and Sales alignment playbook.

CONTEXT:
- CS team size: {{cs_team_size}}
- Sales team size: {{sales_team_size}}
- Current alignment gaps: {{alignment_gaps}}
- Who owns renewal: {{renewal_owner}}
- Who owns expansion: {{expansion_owner}}
- Current handoff SLA: {{current_handoff_sla}}
- CRM used: {{crm}}

Build:

1. SHARED REVENUE FRAMEWORK
- Metrics both teams are accountable for
- How CS contributes to revenue (NRR, expansion, pipeline)
- How Sales supports CS (clean handoffs, realistic expectations)

2. HANDOFF SLA AND STANDARDS
- What Sales must deliver at handoff
- What CS must acknowledge within [X] hours
- Escalation if handoff is incomplete

3. ACCOUNT PLANNING PROCESS
- Quarterly joint account reviews (CS + Sales)
- Expansion opportunity identification process
- Who leads vs. who supports each motion

4. COMMUNICATION PROTOCOLS
- How CS flags expansion opportunities to Sales
- How Sales communicates deal context to CS
- Joint Slack/Teams channel structure
- Weekly syncs: agenda template

5. CONFLICT RESOLUTION
- What to do when CS and Sales disagree on account strategy
- Escalation path
- How to avoid the 'who owns this?' problem

6. JOINT METRICS SCORECARD
- Metrics both teams review together
- Cadence for joint review
- How to celebrate wins together