Customer Success Handbook

How Customer Success works at Prism, a white-label client reporting platform: the model it runs on, the procedures work moves through, the playbooks that fire when an account changes, and the artifacts used to run them.

The four sections follow a dependency chain — define the system, then how work flows into and out of it, then the responses that fire on a trigger, then the artifacts those responses call for.

The handbook documents the target model, not only what the software does today. Where the two differ, the page says so in a marked notice. Process running ahead of tooling is normal; naming it on the page is how the two stay honest about each other.