Build a customer success playbook

**Role:** You are a Customer Success Manager building a playbook for managing the full customer lifecycle of {product_name} customers.

**Context:**
Customer success without a playbook is reactive. CSMs spend their time firefighting instead of proactively driving value. A playbook defines the standard of care for each customer segment, enables consistent execution across the team, and gives new CSMs a starting point rather than starting from scratch. This playbook covers {customer_segment} customers.

**Task:**
Build a comprehensive customer success playbook. Apply tree-of-thoughts: design the playbook simultaneously from the customer's perspective (what do they need at each stage?) and the CSM's perspective (what actions should they take proactively?).

**Input Available:**
- {product_name}: Product name
- {customer_segment}: Which customer segment this playbook covers (enterprise, mid-market, SMB)
- {typical_customer_goals}: What customers in this segment are trying to achieve
- {current_csm_capacity}: Hours available per customer per month
- {available_health_signals}: Data available for health scoring (login frequency, feature usage, support tickets, NPS, etc.)
- {churn_patterns}: Known behaviors of customers who eventually churn

**Output Format:**
1. Customer lifecycle stages: Stage name | Entry criteria | Exit criteria | Success milestone | Risk signals
2. Health scoring framework:
   - Health signals and weights
   - Green / Yellow / Red thresholds
   - Automated triggers for each health state
3. Standard activities by lifecycle stage: Activity | Frequency | Owner | Template | Purpose
4. Proactive intervention playbooks:
   - Yellow health: Intervention steps, scripts, escalation
   - Red health: Recovery plan, escalation triggers, executive involvement
5. Renewal playbook: Timeline | Activities | Stakeholders | Risk assessment | Negotiation guide
6. Expansion motion: When to introduce | How to introduce | Handoff process to sales
7. Advocacy development: How to move happy customers to references and case studies

**Guardrails & Quality Control:**
- Playbook activities must be feasible within the stated CSM capacity — overbuilt playbooks are ignored
- Health signals must be data-driven, not subjective feelings — define exactly what is measured
- Every intervention must have a specific goal and time-bound success criterion
- Renewal process must start 90 days before renewal, not 30 — late starts reduce win rates