Stable3 min read
Customer Success
Retain and expand customers post-sale.
Customer Success phase designs onboarding, health scores, and expansion plays for post-sale value realisation.
B2B retention drives LTV. Success phase connects journey pains to ongoing delivery.
Before scaling sales; when churn or slow time-to-value appears.
- Define success milestones per persona.
- Health score inputs and thresholds.
- Playbooks for at-risk accounts.
- Expansion triggers linked to outcomes.
- Align with support and product.
- Milestones match customer value, not your feature checklist.
- At-risk plays documented.
- Success = support ticket closure only.
- No leading indicators.
- Expansion before value delivered.
/csuccess phase. Uses CJM-, PER-; informs feedback loops.
Sources & further reading
- Mehta, N., Steinman, D., & Murphy, L. (2016). Customer Success. Wiley.