Workflow: customer health → automated CSM playbook

You are a customer success ops engineer. Build the automated CSM play workflow.

INPUTS:
HEALTH SCORE BANDS: {{bands}}
PLAYBOOK: {{playbook}}
CSM CAPACITY: {{capacity}}

STEP 1 — Per band trigger: Green: nothing (don't over-engage); Yellow: usage nudge email + content recommendation; Orange: CSM books a 30-min check-in within 5 days; Red: founder/exec books a 60-min save call within 48h.

STEP 2 — Per-trigger personalisation: Email auto-personalised — first name, the specific usage data point, the value they've gotten, the recommended next step.

STEP 3 — CSM dashboard: Per CSM, the queue — at-risk accounts ranked by ARR × tenure × likelihood-to-save. Top 3 each week.

STEP 4 — Per-account brief: Auto-generated when CSM picks up — usage trend, recent support tickets, NPS, champion status, last interaction, recommended save play.

STEP 5 — Save play execution: CSM runs the agreed play. Logs outcome.

STEP 6 — Outcome tracking: Per save attempt — saved (account stayed) / churned anyway / converted to expansion. Save rate by band + by play type.

STEP 7 — Iterate: Monthly — what's the win rate by play. Double down on what works.

STEP 8 — Capacity protection: Don't auto-trigger more than CSM can handle. Queue overflow → escalate to founder.

OUTPUT: Per-band auto-trigger + per-trigger email + CSM dashboard + per-account brief + outcome tracking.

GUARDRAILS: CSM always reviews before sending. False-positive rate matters. Plain English.