Page references followed by f and t indicate an illustrated figures and tables.

• 9-Block grid, example, 239f
• 9-Block Talent Model, development, 238

• A
• Account Executive
  • engagement, 153
  • invitation, 115–116
• Account management/sales, CSM (contrast), 28–29
• Account Managers, 241
• Accounts
  • CSM management, 226f
  • Customer Success Manager basis, 227
• Act (adoption management cycle component), 167f
• Activation plays, 213
• Active communication, impact, 179
• Active monitoring, usage, 165
• Adobe, growth, 5–6, 5f
• Adoption
  • breadth, 131–132
  • champions, 183
  • Customer Lifecycle phase, 98
  • depth, 131
  • difficulty, 165
  • health
    • appearance, establishment, 168
    • trend, 171f
  • improvement
    • Customer Success Manager, responsibility, 166
    • impact, 167
  • information, sharing, 169
    • email template, 171f
  • management, 166–171
    • concerns, 166–167
    • cycle, 167f
  • measurement, Outcomes Health Scores (usage), 131–132
  • proactive management, 166–171
  • review, 168
  • scores, usage, 170f
• Advocacy, 139
  • elicit, closed loop email follow-up (usage), 149f
  • engagement, 138
  • management tech-touch workflow, 161, 162f
  • milestones, establishment, 204
  • online advocacy program, usage, 148
  • plays, 213
  • request, 43
  • usage, 181
• Advocates
  • identification, 204
  • promotion/reward, 204–205
• Ambition, usage, 62
• Anderson, Chris, 155
• Annual Recurring Revenue (ARR), 13, 106, 108
  • Customer Success Manager basis, 227
  • managed/customer ratios, 215f, 216f, 218f
  • median amount, 214, 216
  • model, 211
  • number, 210
• Armstrong, Alan, 192, 193
• Artificial intelligence, emotional intelligence (contrast), 144–146
• At-risk customers, 223
• Automated health reports, usage, 118
• Average NPS score, 225
• Avery, Jill, 79

• B
• Beliefs
  • shared beliefs, impact, 193
  • testing, 196
• Benioff, Marc, 10
• Berner, Stephanie, 151, 154
• Best-practice adoption framework, usage, 167
• Best-practice guidance, usage, 169
• Best-practice use, customer education, 165–166
• Blind churn, presence, 191
• Blockers
  • identification, 1867
  • impact, 183
• Born-in-the-cloud companies, growth, 10
• Brand (value segment component), 105
• Brown, Scott, 8
• Buddy
  • identification, 183
  • outreaches, tracking, 184–185
• Business
  • business-imposed timelines/deadlines, 115
  • challenge, 221
  • customer goals, achievement, 165
  • elements, uniqueness, 90
  • objectives
    • identification, 173
    • validation/updates, 175
  • outcomes, delivery (types), 132f
  • processes, inclusion, 138
  • reviews, 116–122
  • rules, change, 11–12
  • success, Customer Success (correlation), 6
• Business Analysts, 241
• Business to Business (B2B) feedback, absence, 147–148
• Business-to-Consumer (B2C) companies, MoT perception, 112
• Buyer-as-Hero model, 193–194

• C
• Cadence calls, usage, 45
• Calendar, checking, 38
• Calls
  • interaction format, 83
  • metadata capture, 81, 83
  • note-taking template, example, 82f
  • scheduling, 86
• Camacho, Eduarda, 53
• Career
  • pathing, 230
    • framework, introduction, 236, 238
    • roadmap, 238
  • paths, creation, 229, 240–241
    • CS function, 230–238
  • tracks, development, 232
• Career Advancement, Customer Success Manager score, 3
• Carlzon, Jan, 113
• Category
  • definition, 52
  • knowledge, development process, 52–54
  • measurement, Outcomes Health Score (usage), 129–132
  • trends, 57
  • types, 52
• Category Creation (Kennada), 62
• “CEO's Guide to Measuring Your Customers, The” (Mehta), 136
• Certifications, usage (importance), 52–53
• Chairside interview, 53
• Chairsides, 168
• Childlike joy, usage, 62
• Christensen, Karen, 144
• Churn
  • analysis, usage, 181
  • avoidance, 221
  • blind churn, presence, 191
  • Customer Lifecycle phase), 98
  • customers, 223
  • prediction, 140
  • reasons, 182
  • reduction, 21–22, 190–192
  • risk, customer health metric, 141
• Cisco, customer success approach, 8
• Cleary, Elaine, 83, 84
• Client engagement, customer health metric, 140
• Client Maturity Scorecard, components, 138–139
• Closed loop email follow-up, examples, 149f
• Close-win deal, 70
• Cloud technology, advancement, 8
• Colleagues, interaction, 58
• Communication, 66–68
  • active communication, usage, 179
  • intent, 66, 67
  • persuasion, 66, 68
  • precision, 66, 67–68
• Community engagement, 138
• Company
  • best-practice adoption framework, usage, 167
  • business model, 114
  • content, leveraging, 58
  • growth, Customer Success (importance), 4–5
  • principles, 62
  • risk, 42
  • updates, 117
• Compassion, #HumanFirst lens (usage), 71–73
• Complexity Avalanche (Wood), 23
• Compliments, usage, 69
• Composite Customer Satisfaction Score (CSAT), 134
• Consider/evaluation (Customer Lifecycle phase), 97
• Consumption gap, 23–24, 24f, 59
• Content consumers, 56
• Contract value (value segment component), 105, 106
• Conversation, change, 194
• Core skill, mapping (example), 237t
• Cross-functional collaboration, 235, 236
• Cross-functional excellence, promotion, 6
• Cross-sells (expansion type), 200, 221
• Curiosity, usage, 74
• Customer engagement
  • consideration, 84–85
  • Customer Engagement Health Score, 138
  • preparation, 83
  • purpose/expectations, 84
• Customer Experience (CX)
  • creation, 89–91
  • feedback, identification/actions, 148
  • success, relationship, 89
  • usage, 24–25, 25f
• Customer Health Scorecards, future/health elements, 142–146
• Customer Health Scoring, 136
  • concept, integration, 128
  • usage, 127
• Customer Journey, 96, 109–110
  • operationalization, 111
  • success, requirements, 124
• Customer Lifecycle, 96–104
  • defining, 96–98
  • examples, 99f
  • Moments of Truth, example, 113f
  • phases, 97–98
• Customer Lifecycle, understanding, 46
• Customer Maturity Health Score, 138–139
• Customer Outcome (CO), 24–25, 25f
• Customer Relationship Management (CRM)
  • Contacts table, persona field, 183
  • system, usage, 79
  • update, 117
• Customers
  • 360° view, requirement, 80–83
  • adoption information, sharing, 169
    • email template, 171f
  • advocate (value segment component), 106
  • aspirations/goals, understanding, 91–92
  • attention, determination, 169
  • base
    • segments division, 108
    • white space, understanding, 199–202
  • business
    • goals, achievement, 165
    • priority shift, awareness (absence), 182
  • business outcomes, delivery (types), 132f
  • cancellation, trending (actions), 185–190
  • challenging/persuading, 92–93
  • churn, 191
    • reasons, 193–199
  • commercial teams, communication, 123
  • company segmentation, process (Gainsight survey), 107f
  • compliments, usage, 69
  • connection, 73
  • data, company aggregation, 80–81
  • deployment, usage, 170f
  • empathy, 61
    • building, principles, 61–62
  • executive/champion, role, 116–117
  • exit, reasons, 190–199
  • expectations, 12
  • feedback
    • importance, 152
    • obtaining, 147–151
    • value, 151–154
  • grouping, 142–143
  • handoffs, 100–101
  • health
    • measurement, dimensions, 140–141
    • metrics, leverage, 16
  • importance, 9–12
  • information, usage, 115
  • intimacy, importance, 73–75
  • kickoff, 115–116
  • knowledge, 65
    • importance, 44
  • launch/go-live, 116–117
  • lifecycle stages, 225, 225f
  • listening, 148
  • long-term results, 172–173
  • management
    • Customer Health Scoring, usage, 127
  • management, responsibility, 45
  • need, identification/development, 91
  • outcomes, 95
  • point of view (Journey Map component), 102
  • prioritization, 167
  • problems, questions/discovery, 87–93
  • questions, correctness, 88–89
  • ratios, 215f, 216f, 218f
  • relationships, building, 48, 61
  • renewal, preparation, 158
  • requirements, evolution, 4
  • retention, importance, 12
  • risks
    • consideration, 158
    • mitigation, 46
  • satisfaction, survey, 133
  • saving, 185–190
  • segmentation, 104–110, 182
    • metrics, 106–107
  • segments, examination, 197–198
  • shared characteristics, 214
  • situational go-to questions, creation, 88
  • size (value segment component), 105, 106
  • stakeholders, management process, 182–185
  • success
    • catalysis, 143–144
    • knowledge, Health Scores (usage), 127–128
    • qualified advocacy, examples, 206t
  • support ticket data, survey, 87
  • trust, 69–70
  • uniqueness, explanation, 143
  • voice
    • capture, 148
    • tone, listening, 71–72
  • voice, tech-touch strategy, 147
• Customer Satisfaction (CSAT)
  • analysis, 26
  • survey, 22, 148, 156
• Customer Success (Benioff), 10
• Customer Success (CS)
  • approach, 8
  • business success, correlation, 6
  • creed, 65f
  • emergence, 14–15
  • equation, 24–27, 129
  • human-centric focus, 62
  • industry, benchmarking (Gainsight survey), 106–107
  • jobs
    • critical skills, defining, 232, 235–236
    • critical skills, mapping, 236
    • defining, 231
    • levels, creation, 231–232
  • long tail, application, 155
  • low-touch customer success, 154–155
  • maturity, 17f
  • metric, defining/monitoring, 179
  • organization, structuring, 211
  • Plans, attention (requirement), 172–173
  • product
    • partnership, establishment, 179–180
    • relationship, 178–179
  • strategic priority, 3
  • usage, 37–43
• Customer Success (Mehta/Steinman), 28
• Customer Success Management (CSM), 3
  • account management/sales, contrast, 28–29
  • advancement, 30
  • career, 29–30, 32
  • core competencies, 46–49
  • CSM-to-customer ratio, determination, 7, 209–210
  • defining, 27–29, 28f
  • design, career, 229–230
  • expansion management dashboards, 203t
  • Google trends, 6f
  • profession (Herstein), 30–32
  • profiles, 214–219
  • ratios, determination, 219
  • risk attention, 187
  • role, 7, 243
  • skills, requirement, 51
  • teams
    • impact, 4
    • product teams, reliance, 178–179
• Customer Success Managers, 37
  • accounts management, example, 170f
  • alignment, 209–214
  • birth, 15–18
  • calendar, checking, 38
  • Career Advancement score, 3
  • career paths, creation, 229
  • commercial responsibilities, 199–200
  • compensation, 219–221
    • metrics, 220f
    • structure, metrics (impact), 220
  • contributor job levels, 233t
  • credo, 64–66
  • CS team meeting preparation, 40
  • Customer Success Manager to Customer ratio, determination, 214–219
  • Executive Business Reviews (EBRs), usage, 39
  • goals, 21–22
  • inbound messages, checking, 38
  • new clients, interaction, 38–39
  • no support cases, signal, 41
  • one-to-many outreaches, 43
  • people manager job levels, 234t
  • portfolio, deployment/adoption health (trends), 171f
  • problem solving, 45–46
  • product training, 43
  • profession, reward, 31
  • promoter/advocacy request, 43
  • renewals review (internal), 42
  • responsibility, 166
  • risk/escalation (internal) management, 40–42
  • role, defining, 21
  • segmentation, 209–214
  • sync-meeting, 42–43
  • testimonial, 44–46
  • to-do list, review, 38
  • value discussions, usage, 39
• Customer Success Qualified Advocacy (CSQA), 204
• Customer Success Qualified Leads (CSQL), 204
• Customer Success (CS) teams
  • career pathing framework, introduction, 236–238
  • management, 209
    • dashboards, usage, 222t
  • meeting, Customer Success Manager preparation, 40
  • strength, 178

• D
• Data
  • human data, types, 145
  • indicators, usage, 165
  • knowledge/insights, usage, 96
  • multi-sourced data, usage, 144–145
  • origin, 81, 83
  • power, 95
  • quality/availability, 115
• Data Mining in the CRM Framework, 104
• de Becker, Gavin, 72
• Decision criteria, 241
• Decision strength, testing, 196–197
• Demographics, usage, 106
• Dependability, importance, 65
• Deployment
  • category (measurement), Outcomes Health Scores (usage), 130
  • health, trend, 171f
  • review, 168
• Detractor NPS response, follow-up, 150
• Do-it-yourself (DIY) approach, limitations, 198
• Domain experience, 53–54
• Domain expertise, 235
• Downsell, reasons, 182

• E
• Eichen, Patrick, 210, 213–215, 218–219
• Emotional intelligence, artificial intelligence (contrast), 144–146
• Empathy, usage, 61–62, 74–75
• Employee lifecycle, 236, 238
• End-user NPS data, usage, 154
• End-users, office hour availability, 168
• Engagement
  • client engagement, customer health metric, 140
  • importance, 156
  • measurement, Outcomes Health Scores (usage), 130–131
  • preparation, 79
  • Score, creation, 185
  • usage, 181
• Enhancement request, usage, 59
• Enterprise (customer base segment), 108
• Enterprise Customer Success Manager
  • ARR managed/customer ratios, 215f
  • critical skills, examples, 235
• Enterprise Customer Success Manager to Customer ratio, 214–216
• Escalation
  • paths, 189–190
    • types, 191f
  • risk, contrast, 189f
• Executive Advisory Board, placement, 140
• Executive Business Reviews (EBRs), 220
  • action orientation format, example, 122f
  • agenda, 119
  • attendees, identification, 118–119
  • conducting, 119–122
  • courses, 120–122
  • usage, 39, 45, 118
  • Working Team, involvement, 121
• Executive priorities, understanding, 117
• Executives, ghostwriting, 184
• Executive sponsors, management process, 182–185
• Executive Summary, sections, 120
• Expansion
  • management, 199–202
    • dashboards, 203t
  • opportunities, 200–201
    • display, 201
  • types, 200, 200t
  • usage, 181
• Experience Health Score
  • average, 135
  • design, 133–134
• Expert, building (process), 55
• Expertise, 65

• F
• Feedback
  • acknowledgment, 148–150
  • Customer Experience feedback, identification/actions, 148
  • customer feedback, obtaining, 147–151
  • value, 151–154
• Financial health, customer health metric, 140
• First responses, 189–190
• Fisk, Peter, 113
• Focus, 70–71
• Follow-up, consistency, 68–69
• Forecast categories, 201
• For-profit companies, employment, 221
• Fournier, Susan, 79
• Firmographics, usage, 106

• G
• G2 Crowd, 149
• Gainsight, 7–8
  • Customer Success industry benchmark survey (2019), 23f
  • partnering, 192
  • Pulse conference, 16
  • responses, timeliness, 68
• Gans, Joshua, 144–145
• General Electric (GE)
  • Execute segmentation, deployment, 213
  • Prioritize to Execute segmentation approach, 211
  • segmentation framework, 212f
• Geographics, usage, 106
• Gift of Fear, The (de Becker), 72
• Gold, Carl, 8
• Golden Rule, usage, 62
• Go-live, 116, 166
• Google News alerts, leveraging, 57
• Go-to-market strategy, 214
• Green, Charles, 66
• “Grow Fast or Die Slow” (McKinsey & Company report), 4
• Growth, driving, 21–22
• Growth plays, 213
• Growth potential, 106

• H
• Handoffs, 100–101
  • sales-to-onboarding handoff, 114–115
  • success, 115–116
• Health Scores, 71, 127
  • construction, 46
  • Customer Engagement Health Score, 138
  • Customer Maturity Health Score, 138–139
  • defining, 128–129
  • de-normalizing, 145
  • design, frameworks, 136–139
  • Experience Health Score, design, 133–134
  • improvement, 220–221
  • Outcomes Health Score, design, 129–132
  • risk, 223f
  • thresholds, setting, 135
  • usage, 46, 127–129, 139–142
  • Vendor Expansion Health Score, 138
  • Vendor Outcomes Health Score, 136, `137f
• Health status reports, usage, 118
• Heppelmann, James E., 14–16
• Herstein, Jon, 30
• High-risk customers, 223
• High-risk high-revenue customers, 224f
• High-touch, stakeholder alignment/cadence, 186f, 187f
• Hochstein, Bryan, 7
• Hood, Amy, 8
• Horizontal category, 52
• Human data, types, 145
• #HumanFirst lens, usage, 71–73
• Humility, 64

• I
• Imitation, importance, 56
• Implementation risk, 40
• Inbound messages, checking, 38
• Individualization, normalization (contrast), 142–144
• Industry
  • conferences, attendance (purpose), 54
  • definition, 52
  • development process, 52–54
  • experts, networking, 54–55
  • knowledge, mastery, 54
  • trends, 57
  • value segment component, 105
• Influencers, 183
• Information
  • adoption information, sharing, 169
  • analysis, 150
    • results, implementation, 151
• Information technology (IT)/security requirements, 115
• In-product notification, 161
• Input (Journey Map component), 102
• Input, receiving, 148
• Insight/intuition, usage, 72
• Instance optimization, 168
• Interventions, delivery, 167
• Intimacy, 73–75
• Introspection, usage, 63–66

• J
• Jester, John, 8
• job
  • levels, core skill (mapping example), 237t
• Job
  • critical skills
    • defining, 232, 235–236
    • mapping, 236
  • customer job levels, 233f
  • people manager job levels, 234t
• Job performance, indicator (absence), 187–188
• Journey, defining, 95
• Journey Map, 96
  • components, 102
  • creation, process, 101–104
  • defining, 100–101
  • example, 103f
  • purpose, 100
  • understanding, 46

• K
• Kaufman, Travis, 178
• Kennada, Anthony, 62
• Kiron, David, 80
• Knowledge
  • mastery, 47, 53
  • statement, 69
• Kocher, David, 211

• L
• Lafley, A.G., 112, 113
• Launches, 116
• Lee, Thomas, 5
• Long tail
  • application, 155
  • term, usage, 154–155
• Long Tail, The (Anderson), 155
• Low-touch customer success, 154–155

• M
• Machine learning, 144
• Maister, David, 66
• Make-or-break situations, 112
• Managed customers (Customer Success Manager portfolio), deployment/adoption health (trends), 171f
• Marketing engagement, 138
• Marketing Qualified Lead (MQL), 204
• Martinez, Maria, 8
• McClafferty, Alex, 16
• Meetings
  • customer experience creation, 89–91
  • introduction, 90–91
  • metadata capture, 81, 83
  • note-taking template, example, 82f
• Mehrotra, Vijay, 7
• Mehta, Nick, 8, 27, 28, 119, 136
• Mentors, networking, 54–55
• Metadata, capture, 81, 83
• Micro-segmentation, 145
• Mid-market (customer base segment), 108
• Mid-market customer success manager to customer ratio, 216–217
• Milestones, 165, 241
  • transition milestones, 221
• Moments of Truth (Carlzon), 113
• Moments of Truth (MoT), 127, 173
  • definition, parts, 112
  • example, 113f
  • identification, 112–113
  • usage, 111
• Movie-spoiler, authorization, 92–93
• Multi-sourced data, usage, 144–145

• N
• Nadella, Satya, 8
• Narayen, Shantanu, 5
• Net Promoter Score (NPS), 22, 26, 72, 123
  • average NPS score, 225
  • data, 154
  • detractor NPS response, follow-up, 150
  • passive NPS response, follow-up, 150
  • range, 135
  • response, closed loop email follow-up (example), 149f
  • sending, automation, 161
  • surveys, usage, 148
  • time analysis, 225f
• Net retention performance (Customer Success maturity), 17f
• Net retention rate (NRR), increase, 17
• New clients, Customer Success Manager (interaction), 38–39
• Normalization, individualization (contrast), 142–144
• No support cases, signal, 41

• O
• Off-site team-building activity, 64
• Onboarding
  • Customer Lifecycle phase, 97–98
  • kickoff, 115–116
  • sales-to-onboarding handoff, 114–115
  • tech-touch workflow, 155–156, 157f
• One-to-many outreaches, 43
• Open-ended questions, usage, 90
• Open expansion CTAs, display, 201
• Organization
  • contribution, future/potential level, 238
  • CS jobs, defining, 231
  • input, receiving, 148
• Outcome/experience, importance, 129
• Outcomes Health Score
  • average, 135
  • design, 129–132
• Outreaches, cadence (operationalization), 184

• P
• Pareto principle, application, 28
• Passive NPS response, follow-up, 150
• Pattern, trusting, 197–198
• People
  • identification, 182–183
  • involvement, 190–199
  • manager job levels, 234t
  • reading, 71–73
• People Business Partner, 230
• Persuasion, 66, 68
• Pickens, Allison, 109
• Playbooks
  • scripts, design, 168
  • usage, 167
• Poppen, Mary, 73
• Porter, Michael E., 14–16
• Positioning, 241
• Positivity, usage, 70–71
• Power users, 183
• Practices, testing, 196
• Prescriptive approach, 235, 236
• Principal Customer Success Manager title, retention (Gainsight), 83
• Prioritize (adoption management cycle component), 167f
• Proactive risk management, usage, 181
• Problem solving, 235, 236
  • ability, 47–48
• Process criteria, 241
• Procore, 52
• Product
  • adoption, 131
    • improvement areas, 168–169
  • Customer Success
    • partnership, establishment, 179–180
    • relationship, 178–179
  • expertise, 235
    • importance, 57–60
  • improvement, 65
    • experience, 176–180
  • innovation, 153
  • in-product notification, 161
  • knowledge
    • increase, strategies, 58–59
    • requirement, 57–58
  • product-as-a-service models, renewals (ensuring), 14
  • product/service engagement, 138
  • product-use nurture campaign, 169
  • risk, 41–42
  • roadmap reviews, 45
  • success
    • metric, defining/monitoring, 179
    • relationship, 177–178
  • teams, interaction, 179–180
  • training, 43
  • upselling/cross-selling, 199–202
  • use, proactive management (process), 166–171
  • utilization, customer health metric, 140
  • value, obtaining, 177
• Progress, driving, 175
• “Progressive EBRs,” concept, 119
• Progress, visibility (raising), 148
• Project Management Institute (PMI), 53
• Project Management Professional (PMP), certification, 53
• Project Managers, 241
• Promoter
  • NPS response, closed loop email follow-up (example), 149f
  • request, 43
• Prospecting, 151–154
• Purchase (Customer Lifecycle phase), 97

• Q
• Quantitative/qualitative success measures, 174t
• Quarterly Business Reviews (QBRs), usage, 117, 154
• Questions, asking, 79

• R
• Rangarajan, Deva, 7
• Ransbotham, Sam, 80
• Remediation, 213
• Renewal/expansion (Customer Lifecycle phase), 98
• Renewal Representatives, 241
• Renewals, 122–123
  • due, 222f, 223
  • management tech-touch workflow, 158, 159f
  • review (internal), 42
  • segment categorization, 223f
• Research mode, 194
• Responses
  • pauses, usage, 70
  • process, knowledge, 69–70
• Results, focus, 74
• Retention, increase, 21–22
• Return on Investment (ROI) (measurement), Outcomes Health Scores (usage), 132
• Revenue
  • compression, reasons, 182
  • cost, 13f
  • growth, driving, 181
• Risk
  • categories matrix, 190f
  • escalation
    • contrast, 189f
    • process, 192f
  • framework, 187–188
  • management
    • steps, 185–190
    • tech-touch workflow, 158, 160f
  • proactive escalation process, 185–190
  • proactive risk management, usage, 181
  • risk/escalation (internal), Customer Success Manager management, 40–42
  • types, 40–42
• Robbins, Chuck, 8
• Rock stars, impact, 56
• Rollouts, display, 169
• Roman, Carine, 18
• Root causes, impact, 193

• S
• SaaS
  • advancement, 8
  • contributions, 55
  • industry, long tail (application), 155
  • model, Customer Success (impact), 17–18
  • product, quality (impact), 43
  • survey results, 13
• Sabino, John, 6
• Sales
  • contact details, 115
  • demo/pitch, practice, 59
  • reference, management, 204
• Sales Development Representative (SDR), 241
• Salesforce, 52
  • growth, 10–11
  • market cap, 11f
• Sales Qualified Lead (SQL), 204
• Sales-to-onboarding handoff, 114–115
• Scorecard only system, deficiency, 143–144
• Scripts, design, 168
• Segmentation
  • concept, consideration, 142–143
  • framework (GE Digital approach), 212f
  • metrics, 106–107
  • micro-segmentation, 145
  • usage, 104–110
  • variables, 107
• Segments, revenue basis, 108f
• Self-awareness, usage, 63–66
• Self-reported story, obtaining, 194–195
• Sentiment
  • risk, 40
  • score, 134
• Service delivery, customer health metric, 141
• Services, upselling/cross-selling, 199–202
• Shared beliefs, impact, 193
• Shem-Tov, Nadav, 229
• Shoshin, usage, 62
• Siemens, Erin, 139, 142
• Signed contract, usage, 123
• Skills development, 241
• SLAs, 141
• Small business (customer base segment), 108
• Small business customer success management to customer ratio, 217–219
• Small-to-Medium Business (SMB) customers, 155, 183
• Small-to-Medium Business (SMB) segments, 182
• Solution Consultants, 241
• Sontag, Susan, 63
• Sophistication, inclusion, 139
• Sponsors, identification, 183
• Stakeholders
  • alignment, 182–185, 186f, 187f
  • cadence, 186f, 187fe
  • engagement, 152, 188f
  • identification/maintenance, 185f
  • topic, discussion, 114
• Statements of Work (SOWs), usage, 29, 40, 97
• Steinman, Dan, 28
• Stickiness, creation, 65
• Strategic best practice sessions, usage, 45
• Strategic Customer Success Manager, critical skills (examples), 235
• Strategy session, 173–174
• Structured Dialog, usage, 193–199
• Subscription business sales, growth, 9–10
• Subscription economy index (SEI), 9–10, 10f
• Success
  • celebration, 65
  • customer experience, relationship, 89
  • driving, 62
  • interviews, 198–199
  • measurement process, 214
  • planning, 172–173
  • product, relationship, 177–178
  • quantitative/qualitative measures, 174t
  • recording/demonstrating, 175
• Success Plan
  • creation, 122
  • cross-functional, collaborative process, 176f
  • documentation, 175
  • maintenance, 172
  • process, 173f
• Support Agents, 241
• Support risk, 40–41
• Sync-meeting, usage, 42–43
• System administrators, 183

• T
• Talent
  • assessment, 9-Block grid (example), 239f
  • review process, conducting, 238–240
  • supplier, 240
• Taylor, Easton, 44, 46
• Teams
  • CSM teams, reliance, 178–1769
  • talent review process, launching, 239–240
• Technical skills, 235
• Technology trends, impact, 9
• Tech-touch, 154–155
  • advocacy management tech-touch workflow, 161, 162f
  • onboarding tech-touch workflow, 155–156, 157f
  • renewals management tech-touch workflow, 158, 159f
  • risk management tech-touch workflow, 158, 160f
  • strategy, 147
• Tenure, inclusion, 139
• Text analytics, survey response basis (example), 150
• Thresholds, setting, 135
• To-do list, review, 38
• Track (adoption management cycle component), 167f
• Training
  • inclusion, 139
  • refresh, 169
  • usage, 45
• Trust
  • creation, 195–196
  • growth, 68–69
• Trusted advisor, role, 66–68
• Trusted Advisor, The (Maister/Green), 66
• TrustRadius, 149
• Tunguz, Tomasz, 4–5

• U
• Upsells (expansion type), 200, 221
• Use-case, 153, 214
  • development, 154
  • expertise, 235
  • programs, 155
  • support, 101
  • usage, 59
• User group meet-ups, usage, 59

• V
• Value
  • change, meaning, 182
  • delivery, 203
  • demonstration, 203
  • discussions, usage, 39
  • readouts, usage, 118
  • segments, sections, 104–105
• Value, tracking, 175–176
• Veeva Systems Inc., 52
• Vendor Expansion Health Score, 138
• Vendor Outcomes Health Score, 136, 137f
• Vertical category, 52

• W
• WebWire, trade publication listings, 57
• White space, understanding, 199–202
• Wittenbraker, John, 79
• Woll, Chrissy, 55
• Wood, J.B., 23
• Word clouds, survey response basis (example), 150