What are Playbooks?
Playbooks help you automate common Customer Success needs by performing a series of actions (e.g. fire a risk indicator, send an email, create a task) on accounts or users that meet certain requirements.
Each action in a playbook is applied at a defined schedule based on when the playbook was first activated on the account/user.
A simple playbook example would be one that is auto-applied to customers 10 days before their renewal. On the 1st day the playbook is applied, you could auto-send the renewing customer's owner an email letting them now they are renewing soon. On the 3rd day (i.e. 7 days before renewal), you could create a task for the customer's CSM to review their product usage in Vitally.
Of course, you can build way more advanced playbooks than that 😉