● 1 playbook
Playbooks.
The things I built in the field and kept using — models, methods and operating systems for teams — written down so you can use them too.
Customer Success
Customer Success · v1.5.2 · updated Oct 2026
The Customer Success Competency Model
A way to measure a person's performance against their potential in a role — three disciplines, twelve competencies, each described at low, moderate and high complexity, with the interview questions to find them.
PDF · 1.2 MB · 42 pages
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