Customer success playbooks

---
title: Customer success playbooks
description: Customer success agents can use playbooks to define planned and unplanned activities, success case tasks, and renewal processes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-cust-succ-playbook.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer success, Explore, Customer Success Management]
---

# Customer success playbooks

Customer success agents can use playbooks to define planned and unplanned activities, success case tasks, and renewal processes.

Playbooks provide step-by-step guidance and include multiple stages and activities that must be included. Customer success agents can:

-   View the playbook stages and activities.
-   Select an activity and perform the work necessary to complete that activity.
-   Mark an activity as complete and move to the next activity or stage.
-   Complete the stages and activities and close the playbook.

The following playbooks are available:

-   [Customer play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-success-playbook.md)
-   [Internal play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-internal-playbook.md)
-   [Renewal play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-renewal-playbook.md)