Manage customer success playbooks
concept brazil Updated Sep 10, 2026 1 min read account-lifecycle-manage-cust-succ-playbooks.md
Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder.
- Create an internal play
Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. - Create a customer play
Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement. - Create a renewal play
Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities.
Parent Topic:Customer success
Related topics
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--- title: Manage customer success playbooks description: Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder. locale: en-US canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-manage-cust-succ-playbooks.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Customer success, Use, Customer Success Management] --- # Manage customer success playbooks Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder. - **[Create an internal play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md)** Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. - **[Create a customer play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-success-case-playbook.md)** Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement. - **[Create a renewal play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-renewal-playbook.md)** Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities. **Parent Topic:**[Customer success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-cust-success.md) **Related topics** [Playbook builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/build-workflows/exploring-process-automation-designer.md)
| title | Manage customer success playbooks |
| description | Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-manage-cust-succ-playbooks.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Customer successUseCustomer Success Management |