www.customersuccess.guide Open in urlscan Pro
2606:4700:3033::ac43:df71  Public Scan

Form analysis
0 forms found in the DOM

Text Content

Search guideCtrl K
Theme

Your roadmap to Customer Success mastery.

Learn the essential skills to to create exceptional experiences, boost customer
retention, and drive sustainable growth.

Get started



 * GETTING STARTED
   
   * Introduction
   * Motivation


 * CUSTOMER SUCCESS 101
   
   * Importance of CS
   * Key Terminology
   * Roles & Responsibilities
   * Business Objectives


 * FUNDAMENTAL CONCEPTS
   
   * Customer Lifecycle
   * WIPProactive Engagement
   * WIPHealth Scoring
   * WIPCustomer Retention
   * WIPCustomer Advocacy


 * CUSTOMER SUCCESS METRICS & KPIS
   
   * WIPDefining KPIs
   * WIPCustomer Satisfaction
   * WIPPerformance Benchmarking


 * ACCOUNT MANAGEMENT & GROWTH STRATEGIES
   
   * WIPAccount Segmentation
   * WIPCross & Upselling
   * WIPRenewals


 * ADVANCED STRATEGIES
   
   * WIPPersonalizing Customer Journeys
   * WIPLeveraging Data
   * WIPChallenging Customers
   * WIPFuture Opportunities

Getting Started


INTRODUCTION

The Customer Success Guide is a free resource which aims to provide a
comprehensive roadmap to excel within the Customer Success profession.


START HERE

Get started with the basic principles and key concepts in Customer Success.


LEARNING PLAN

Guided learning path for moving from beginner to expert Customer Success
professional.


REQUEST CONTENT

Is there any content you'd like to see but can't find? Let us know and we'll see
what we can do.


CONTRIBUTE

Are you an experienced Customer Success professional? Want to contribute?

Feel free to use this guide as a reference or to share it with your team or
colleagues. If you have any questions or feedback, please don't hesitate to
contact us.

--------------------------------------------------------------------------------


BACKGROUND

Disclaimer

This is a living and breathing guide and will therefore continuosly evolve over
time as the Customer Success profession evolves. We welcome your feedback and
contributions to help us keep this guide up-to-date and relevant.

Welcome to the Customer Success Guide. This is an Open Source repository managed
by David D Lawson that contains the resources that Customer Success
Professionals will need in their journey of building their careers.

This guide is what I wish I had when I was first starting out. By assimilating
the knowledge and experience of the Customer Success community, we can create a
comprehensive resource that will help everyone from novices to veterans excel at
their roles.


HOW TO USE THIS GUIDE

This comprehensive resource is designed to take you from the basics to advanced
topics in Customer Success, specifically for B2B SaaS organisations. This guide
aims to provide valuable insights and practical knowledge for all experience
levels.


GUIDE STRUCTURE

The guide is divided into 6 high-level modules, each focusing on a different
aspect of Customer Success:

 1. Introduction to Customer Success
 2. Fundamental Concepts to Get Started
 3. Customer Success Metrics & KPIs
 4. Account Management & Growth Strategies
 5. Building & Scaling Customer Success Teams (Coming Soon)
 6. Advanced Strategies

1. FOLLOWING THE GUIDE STEP-BY-STEP

If you're new to Customer Success or want a comprehensive understanding, we
recommend following the modules in the order they're presented. This will ensure
a smooth learning experience, building on your knowledge from one module to the
next.

2. JUMPING TO SPECIFIC RESOURCES

For those who are already familiar with certain aspects of Customer Success or
have specific needs, feel free to jump to any module that interests you. Each
module is designed to be self-contained, so you can easily focus on the topics
that are most relevant to you.


NAVIGATING THE GUIDE

To help you navigate the guide, we've included a left-hand navigation menu that
allows you to switch between modules easily. On desktop, you'll also find a
right-hand navigation menu, which enables you to jump between chapters and
topics within each module.


REQUESTING CONTENT

We value your feedback and encourage you to request additional content or
suggest improvements to the guide. If there's a topic you'd like us to cover or
if you have any questions about the material, please don't hesitate to let us
know.


CONTRIBUTORS WANTED

We're always looking for expert Customer Success professionals to contribute to
our guide. If you have valuable insights, case studies, or best practices that
you'd like to share, we'd love to hear from you. By collaborating with other
experts in the field, we can continue to enhance the quality and breadth of our
content.

We hope you find this guide helpful and informative as you embark on your
journey into the world of Customer Success. Enjoy the learning experience!

NextMotivation →


ON THIS PAGE


 1. BACKGROUND


 2. HOW TO USE THIS GUIDE
    
    1. Guide Structure
    2. Navigating the Guide


 3. REQUESTING CONTENT


 4. CONTRIBUTORS WANTED