Customer Success

If you've checked off most of this list, you are beginning to recognize that Customer Success differs from Customer Support. You can identify the major stages of the customer lifecycle and perform basic onboarding assistance and inquiry responses. Under guidance from senior team members, you start engaging in foundational customer interactions.

• Can list the 5 stages of the customer lifecycle (acquisition, onboarding, activation, renewal, expansion)
• Can explain at least 3 differences between Customer Success and Customer Support
• Can complete basic setup for new customers by following an onboarding checklist
• Can search the internal knowledge base to provide initial responses to customer inquiries within 24 hours
• Can record and update customer interaction history in a CRM tool
• Can identify the current stage (onboarding, active, renewal pending, etc.) of each customer in assigned portfolio

If you've checked off most of this list, you understand the components of a customer health score and monitor customer status through dashboards. You can read product adoption metrics to identify under-utilizing customers and attempt proactive outreach following established playbooks. You understand customer segmentation criteria and manage your assigned customer portfolio.

• Can explain 3 or more indicators that comprise a health score (login frequency, feature usage rate, support ticket volume, etc.)
• Can review weekly health score changes for assigned customers and escalate warning signals
• Can identify 3 or more low-adoption customers and compose adoption-promoting emails
• Can classify customers into at least 3 segments (high-touch, low-touch, tech-touch) based on ARR
• Can calculate onboarding completion rate and report current status against targets
• Can map and document key stakeholders (Champion, Decision Maker, End User) for each customer

If you've checked off most of this list, you independently manage renewals for your portfolio, detect churn risk signals, and respond proactively. You prepare and lead Quarterly Business Reviews (QBRs), connecting customer business goals to product value. You create success plans and track their execution progress.

• Can initiate the renewal process 90 days before expiration and complete each step on schedule
• Can detect 3 or more churn risk signals (usage drop, champion departure, increased support complaints) and develop response plans
• Can independently prepare QBR materials and present them to customer stakeholders
• Can create a success plan that maps product capabilities to the customer's business objectives
• Can maintain a renewal rate of 85% or higher while managing the renewal pipeline
• Can identify 2 or more friction points in a customer journey map and propose improvement recommendations
• Can conduct root cause analysis on churned customers and produce a written report

If you've checked off most of this list, you go beyond renewals to actively pursue expansion revenue through upselling and cross-selling. You manage Net Revenue Retention (NRR) as a key metric and build strategic relationships with executive sponsors. In complex situations, you apply contextual judgment to balance customer expectations with business realities.

• Can identify and propose 2 or more upsell or cross-sell opportunities per quarter within assigned portfolio
• Can calculate Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) and report to leadership
• Can conduct strategic meetings with customer C-level executives at least once per quarter
• Can produce a value realization report that quantifies the customer's ROI
• Can systematically collect Voice of Customer (VoC) data and deliver prioritized feedback to the product team
• Can create and execute a save plan for at-risk customers to improve churn rate quarter-over-quarter
• Can collaborate with the sales team to execute smooth new customer handoff processes

If you've checked off most of this list, you move beyond individual customer management to improve operational efficiency across the entire CS organization. You establish CS operations frameworks and standardize playbooks. You mentor junior CSMs and lead strategic cross-functional alignment with product, sales, and marketing teams. You drive process improvements to achieve team-level NRR targets.

• Can author and deploy 3 or more playbooks covering key scenarios (onboarding, renewal, expansion, risk response) to the team
• Can define CS team KPIs (NRR, renewal rate, customer satisfaction, response time) and operate a monthly tracking system
• Can mentor 2 or more junior CSMs to achieve independent customer management capability within 3 months
• Can submit data-backed feature requests based on customer insights to the product team and influence roadmap decisions
• Can standardize the handoff process between CS and sales teams and define SLAs
• Can design a customer health score model or improve an existing model through data analysis
• Can develop and execute an action plan to achieve team-level NRR of 100% or above for consecutive quarters
• Can distinguish a customer's actual health behind surface-level metrics, identifying customers with high NRR who are actually at risk and customers with low NRR who have growth potential

If you've checked off most of this list, you assess organizational CS maturity and develop evolution roadmaps based on the TSIA Maturity Model. You design revenue architecture that transforms Customer Success from a cost center into a revenue engine. You present at industry conferences, define industry benchmarks, and exercise thought leadership in the CS field.

• Can assess organizational CS maturity against the TSIA model and develop a roadmap for the next maturity phase
• Can quantify CS department revenue contribution (expansion revenue, renewal revenue) and incorporate into executive reporting
• Can design a CS organizational structure and incentive system capable of achieving NRR of 120% or above
• Can lead the evaluation, selection, and integration of CS technology stack (CS Platform, Health Score engine, automation tools)
• Can benchmark CS metrics against 5 or more peer companies and analyze competitive positioning
• Can diagnose over-management patterns where CS team intervention actually inhibits customer autonomy, and design the right balance of intervention intensity
• Can design graceful exit strategies for customers whose migration to a competitor is inevitable, maintaining a friendly relationship that preserves future re-engagement potential

If you've checked off most of this list, you innovate both theory and practice in the Customer Success field. You develop original CS methodologies or frameworks that influence the entire industry. Through publications, research, and educational programs, you develop the next generation of CS leaders and drive the paradigm shift toward a customer-centric economy. You continuously contribute to elevating the professionalism and standing of the CS profession.

• Can develop an original CS methodology or framework that is adopted by 3 or more organizations
• Can publish books, white papers, or research reports in the Customer Success field
• Can design and operate CS educational programs or certification courses
• Can propose role definitions, career paths, and competency models for the CS profession and build industry consensus
• Can conduct data-driven research that demonstrates the economic value of customer-centric business models
• Can serve as a mentor in global CS communities (SuccessHACKER, CS Insider, etc.) and develop 5 or more next-generation leaders
• Can detect bureaucratization patterns that emerge as CS organizations mature, and design structural innovations that increase customer value without expanding organizational headcount