---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Manage playbooks

# Manage customer success playbooks {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder.
* **[Create an internal play](https://servicenow-prod.fluidtopics.net/znPxPrsh1LIkimO6kTnZlg)**   
  Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle.
* **[Create a customer play](https://servicenow-prod.fluidtopics.net/8fpuS_OB0ztToSthqVWxUQ)**   
  Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement.
* **[Create a renewal play](https://servicenow-prod.fluidtopics.net/18t7LsIATR~xGRtGd2AZ0Q)**   
  Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities.

**Related topics**   

* [Playbook builder](https://www.servicenow.com/docs/access?context=exploring-process-automation-designer&version=australia&pubname=australia-build-workflows&ft:locale=en-US)