☝️ 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.
Document Internal Knowledge
Build an internal onboarding guide capturing product knowledge, tribal wisdom, and key links.
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.
Summarize Learnings
Document discoveries, confusion points, and improvement ideas.
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.
✌️ Efficiency will prep your program to scale.🧭 Onboarding Outline
Task Mapping
List every task customers need to perform to achieve success outcomes — both inside and outside your product.
Feedback Loop
Validate with Sales, Marketing, and Product teams to ensure completeness and accuracy.
Documentation & Gaps
Map tasks to existing docs, videos, or guides, identifying missing assets for content creation.
Create Deployment Plan
Bundle all guides into a single deployment framework that can be delivered live or via automation.
Continuous Review
Review quarterly to ensure alignment with product updates and feature releases.
Output: A complete Customer Onboarding Framework with playbooks, guides, and deployment plans.
❤️ Customer Health Hero
Define Metrics
Identify product usage and engagement metrics that indicate customer health.
Secure Product Buy-In
Collaborate with Product to capture and expose these metrics for Customer Success use.
Test Health Scores
Build and manually validate a scoring model with high-touch customers.
Automate Scoring
Implement in your CRM or platform and validate against account team sentiment.
Operationalize Insights
Use health scores to drive proactive outreach, renewals, and internal reporting.
Output: A live, data-driven Customer Health Framework powering proactive engagement.
💪 Enterprise will help you deliver an experience for the Fortune 500.🔁 Automating Activities
Identify Automation Candidates
List recurring internal processes and customer triggers that can be automated.
Confirm Triggers
Validate that your CRM or product captures the necessary triggers for automation.
Build Project Plans
Define steps, success metrics, and collaboration points for each automation.
Test & Launch
Implement, test internally, and iterate based on results.
Iterate Quarterly
Review all automations every 3 months to align with evolving workflows and customer needs.
Output: A scalable library of Customer Success automations driving efficiency and consistency.
🌱 Geared for Growth
Segment Customers
Define Tech Touch, Hybrid Touch, and High Touch customer models with aligned resources.
Plan Headcount
Determine ideal CSM-to-account ratios and resource mix by segment.
Define Role Types
Identify the right blend of technical and non-technical Customer Success roles.
Build Onboarding Plans
Document internal onboarding and 30-60-90 day plans for new hires.
Establish Hiring Framework
Draft role descriptions and compensation plans to prepare for scaling.
Output: A growth strategy that scales Customer Success through structure, roles, and automation.