Phases and Outputs
There are three main phases in building a scalable Customer Success program — Essentials, Efficiency, and Enterprise.📄 Download the full workbook →
Each phase contains structured exercises with clear outputs and repeatable frameworks.
- Essentials
- Efficiency
- Enterprise
☝️ Start with Essentials to build a strong foundation for your program.
🧱 Building Bedrock
Learn the Product Deeply
Watch public demos, click through every feature, and read all customer-facing documentation.
Focus on identifying friction points and aha moments.
Focus on identifying friction points and aha moments.
Document Internal Knowledge
Build an internal onboarding guide capturing product knowledge, tribal wisdom, and key links.
Turn your notes into repeatable onboarding content.
Turn your notes into repeatable onboarding content.
Engage the Product Team
Ask clarifying questions about features, architecture, and APIs.
Strengthen internal alignment and foster collaboration.
Strengthen internal alignment and foster collaboration.
Summarize Learnings
Document discoveries, confusion points, and improvement ideas.
These become your foundation for both training and customer collateral.
These become your foundation for both training and customer collateral.
Output: A complete internal onboarding guide (“Building Bedrock”) and foundational understanding of product value.
🎯 Standard Success Outcomes
Define Common Use Cases
Work with internal teams to identify your top 3–5 customer use cases and their key outcomes.
Validate with Customers
Discuss these success outcomes with your top customers — ask where they see ROI and what matters most.
Create Internal Alignment
Turn validated use cases into slides and documentation for sales, marketing, and onboarding.
Enable Teams
Ensure each team can articulate and reinforce these outcomes in their daily workflows.
Output: A validated set of Standard Success Outcomes and aligned internal messaging.