Customer Success.
How a PerkUp CSM is successful — the operating rhythm, the playbooks, the team, and the tools. The internal home for everyone who owns a customer relationship.
The team
PerkUp Customer Success is a small, high-touch team: three Customer Success Managers — Adriana Castaño, Nick Jackson, and Sebastian Yidi — plus Thomas, who owns strategic accounts and runs handovers. CSMs own the relationship end to end: onboarding, adoption, swag orders, renewals, and saves. Full roster and the live account book are on the team page.
The weekly operating rhythm
The job runs on a repeatable cadence. Each recurring moment has a playbook (a Claude Code skill) so the work is consistent no matter who does it.
| When | Do this | Playbook |
|---|---|---|
| Before every client call or QBR | Pull a one-page brief — Attio, Gmail, transcripts, calendar | /csm-account-prep |
| After every client call | Draft a tight follow-up from the actual transcript | /csm-follow-up-email |
| Weekly book review | Scan all active accounts for risk: unanswered email, low balances, upcoming renewals | /csm-health-check |
| On any account reassignment | Generate the handover PDF + Slack post + intro email | /csm-handover |
| When invoices go overdue | Chase ETAs on every open invoice in your book | Manual |
The four playbooks
Every core CSM workflow is a user-invocable skill. They share the same discipline: gather from real sources, never fabricate pricing or commitments, and produce a consistent artifact. Full reference on the playbooks page.
/csm-account-prep
A one-page brief from Attio, Gmail, tl;dv, Granola, and Calendar before any client meeting.
/csm-follow-up-email
Reads the most recent call transcript and drafts a concise, specific follow-up email.
/csm-health-check
Scans active accounts and flags at-risk clients, unanswered emails, and upcoming renewals.
/csm-handover
Generates a full handover PDF, a #customer-success Slack post, and the new CSM's intro email.
How we work in Slack
The team lives in #customer-success (channel C01NHGUSQPN). The Customer Success user-group tag @customer-success (<!subteam^S03ED2LAK96>) pings the whole team at once — used for standup and call coordination, accounts-receivable nudges (“get ETAs on all overdue invoices”), shared tooling reminders (Zoom default in cal.com), and cross-functional pings from Engineering and Product. Handover summaries are posted here every time an account moves. See the team page for the full channel map.
Tooling & onboarding
Every CSM runs the same Claude Code toolkit — Google Workspace CLI, Attio, Linear, tl;dv, Granola, Slack, and the four csm-* skills. A new CSM gets productive by working the setup & onboarding checklist.
Source: the four csm-* skills (SKILL.md, Google Drive), the CSM Claude Code Setup guide, the CSM Account Transitions Q2 2026 sheet, the CSM Account Handovers Drive folder, and the #customer-success Slack channel (C01NHGUSQPN).