How Plays Work
Every play has a trigger, an owner, an SLA — and a record of whether it actually ran. Choose from the library, or we build yours to your operating model.
The gap
Most teams have already decided what good looks like. What they can't do is fire it on the right account at the right moment, route it to an owner, hold it to an SLA, and prove afterwards whether it ran and whether it worked.
The closed loop
Every Lumopath play runs the same five stages: a trigger, a recommended action, an owner, a clock, and an observable completion event. Pick a play to follow one end to end.
Then it feeds back into step one. Every fired play is scored on run rate, SLA attainment, snooze patterns and revenue impact — so thresholds tighten, weak plays retire and the triggers get more accurate the longer you run them.
What sets a play off
All six types are captured automatically by Lumopath, from the systems your team already works in. Nothing here depends on someone remembering to log an activity, update a field or flag a risk. An example of each:
Silence, seniority-weighted. Unanswered streaks. A VP who stopped replying while the operational thread kept running.
Your main contact leaves or goes quiet. Find their replacement and re-earn the relationship before renewal.
Entitlement gaps, decline streaks, seat and volume saturation, power users who stopped logging in.
A customer is paying for something they've never turned on. Get them using what they already bought.
Review cadence, renewal proximity, notice windows, milestone targets. These never mis-fire.
An account has gone past its agreed review cadence. Schedule the review and prove the value delivered since the last one.
Score movement and threshold crossings — used as a router to the right play, never as the action itself. Bring your own health score, or build one with Lumopath.
An account's health falls through a threshold. Find out what changed and put a plan against it.
Direction of tone across tickets, emails and meetings. Detractor responses. Competitors named out loud.
The tone across emails, tickets and meetings is turning. Get in front of it before it reaches an exec.
Contraction requests, past-due invoices, stalled handoffs, owner changes, slipped close dates.
A customer asks to cut seats, spend or scope. Understand why, and protect what you can keep.
Make it yours
Two kinds of customization, and neither is a professional-services line item: any play you can describe, and every threshold set against your segments rather than ours.
Same next best action, same SLA model, same closed loop, same tuning loop. Custom plays aren't an exception to the library — they're how it's supposed to grow.
"Business review cadence tiered by Net MRR band, not by contract size — with the in-person threshold set separately."
No generic library contains that. It's in theirs, it fires on their bands, and it's been running since week two.
A 90-day silence is a crisis on an enterprise account and a Tuesday on a self-serve one. Every threshold is set against your segments, revenue bands and operating model. Defaults exist so you can start; they're editable on day one.
Plays improve themselves
Four signals feed the tuning loop. What comes out is a recommendation: raise a threshold, narrow a segment, retire a play, promote a new one. You approve it — the library never changes itself behind your back.
The same four signals answer the manager's question — are the plays actually being run, by whom, and to what effect. They're KPIs in the catalog, so they show up in 1:1s, forecast calls and board material.
Launch
Every play is evaluated retroactively before you run a single new one. You see which accounts would have fired, and which fires you missed — in your own book, with your own names on it. A backdated play library is proof, not a promise.
Every play names the KPI it's expected to move, and every KPI in the catalog can carry a play. Pick the number first, then the plays that move it.
Browse the 50+ KPI catalog →A consultation is a working session, not a demo. Bring your operating model and we'll map it to the library — and tell you where the gaps are.
