Practical Customer Success Management is a complete "handbook for CSMs", written by a customer success expert who has coached and trained many hundreds of customer success managers across the globe. The book is aimed at increasing both productivity and consistency of quality of output for customer success managers of all levels, from relative newcomers through to seasoned professionals. The book is highly practical in nature and is packed full of good humored but very direct advice and assistance for dealing with exactly the types of real world situations CSMs face every day.

Practical Customer Success Management provides a simple-to-follow, best practice framework that explains what the core customer success management steps are at each stage of the customer journey to business outcome success and in what circumstances to apply those steps. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed explanations and step-by-step guidance for successfully completing each activity or task.

Included in this book is an entire suite of tools and templates that enable rapid completion of each task and ensure consistency of approach both across multiple customer engagements and by multiple CSMs within a team. Each tool’s use is clearly explained within the book, and CSMs are able to adapt and customize the tools to suit their own specific needs as they see fit.

chapter Chapter 1|16 pages

An Overview of the Customer Success Manager’s Role

chapter Chapter 2|12 pages

Readiness for Customer Success Management

chapter Chapter 4|28 pages

Practical CSM Framework Phase 1: Preparation

chapter Chapter 5|22 pages

Practical CSM Framework Phase 2: Commitment

chapter Chapter 6|16 pages

Practical CSM Framework Phase 3: Onboarding

chapter Chapter 10|30 pages

Practical CSM Framework Phase 6: Value Realization

chapter Chapter 11|11 pages

Practical CSM Framework Phase 7: Engagement Evaluation

chapter Chapter 12|15 pages

Concluding Thoughts