CSM playbooks.

Four skills that make the core CSM workflows consistent for everyone — prep, follow-up, health check, and handover.

The CSM playbook system

Four user-invocable Claude Code skills standardize the core CSM workflows. They share one discipline: pull from real sources first (Attio, Gmail, tl;dv, Granola, Calendar, Slack), then produce a consistent artifact — and never fabricate pricing, dates, or commitments that aren’t in the record. They are installed in every CSM’s ~/.claude/skills/ (see Tooling).

Before a call

/csm-account-prep

A one-page brief: account snapshot, recent activity, open items, talking points, risks.

After a call

/csm-follow-up-email

Reads the full transcript, then drafts a short follow-up with clear owners and dates.

Weekly

/csm-health-check

Red/Yellow/Green dashboard across your book — at-risk, needs-attention, healthy.

On transition

/csm-handover

An 8-section handover PDF + Slack post + intro email, every time an account moves CSM.

Which playbook, when

Trigger	Skill	Output
Prepping for any client call, QBR, or check-in	/csm-account-prep	One-page meeting brief
Right after a client meeting	/csm-follow-up-email	Drafted follow-up email (transcript-grounded)
Weekly book review	/csm-health-check	Risk dashboard + prioritized action list
Reassigning an account to another CSM	/csm-handover	PDF in Drive + Slack post + Attio note + intro email

One rule above all. If a transcript, email, or CRM record doesn’t say it, the playbook doesn’t write it. Flag the gap instead of guessing — a confident wrong number erodes trust faster than a question.

Source: the csm-account-prep, csm-follow-up-email, csm-health-check, and csm-handover SKILL.md files (Google Drive, current 2026-05-21) and the CSM Claude Code Setup guide.