◈ Segmentation & Coverage
How you divide your customer base and allocate CS resources across segments.
How do you segment your customer base for CS engagement?
How is CSM workload and account assignment managed?
Do you have defined CSM coverage ratios?
◇ Journey & Lifecycle
How well you've mapped, documented, and operationalized the customer journey from onboarding through renewal and expansion.
Is your customer journey mapped?
Do you have playbooks for key customer lifecycle moments?
How is customer onboarding managed?
◆ Health Scoring & Risk
How you assess customer health, detect risk signals, and manage at-risk accounts.
Do you have customer health scores?
How do you identify at-risk accounts?
How are at-risk accounts managed once identified?
▦ Metrics & Data
What you measure, how you measure it, and the tooling and infrastructure supporting your CS analytics.
What retention and revenue metrics do you track?
Do you measure time-to-value (TTV)?
What CS tooling and data infrastructure do you use?
▲ Expansion & Value
How CS drives expansion revenue, tracks product adoption, and demonstrates value realization to customers.
Who owns expansion revenue and how is it managed?
How do you track product adoption?
Do you conduct structured business reviews with customers?
● CS Organization & Strategy
Organizational positioning of CS, strategic alignment with the business, and team development maturity.
Where does Customer Success sit in the organization?
Is there a documented CS strategy aligned with company goals?
How is CS team development and career growth managed?
⤝ CS Culture & Cross-Functional Alignment
How well Customer Success is embedded as a cultural practice across the organization — not just a department, but a shared mindset.
How involved is CS in cross-functional discussions (product roadmap, sales handoffs, renewal strategy)?
How well do other teams (Sales, Product, Engineering, Support) understand what CS does and why it matters?
To what extent are customer outcomes (retention, expansion, health) treated as a shared responsibility across teams?