This tool offers guidance for senior business and customer success (CS) leaders planning to design and/or optimize the CS function. The document provides examples and templates for foundational program elements, including:
- Customer Success Charter - A customizable summary view of the customer success function objectives, risks, metrics, inputs, and critical stakeholders
- Customer Success Coverage Model - An example of a tops-down coverage model based on account spend and potential ratios
- Customer Success Value Drivers - Best-in-class customer success organizations drive value for customers across these six core functions
- Customer Success Motions - A sample customer engagement model guiding the CS teams to focus on the right customer segments with the right level of effort based on current and potential spend
- High Touch Engagement Example - A detailed outline of critical interactions across the customer lifecycle
CS leaders can use this tool to improve the effectiveness of their teams, deliver higher quality customer service, and increase customer retention.
Download resource
