Customer Success Maturity Assessment

What the assessment measures

The assessment covers eight capability domains: segmentation, customer journey, proactive engagement, measurement, retention and expansion, cross-functional partnership, AI leverage, and team structure. Each domain has three questions scored from 1 to 4. Scores are averaged across domains to produce your overall maturity stage.

How scoring works

Each response option is a calibrated description of what a team at that level actually does, not a subjective self-rating. Picking option 2 on a segmentation question means "we segment by ARR but not much else." The stages map to score ranges:

• Crawl (2.5–5.0) — foundation building; reactive, inconsistent, founder-led.
• Walk (5.0–7.5) — an operating system is forming; segmented, measured, repeatable.
• Run (7.5–10.0) — scaled and predictable; outcomes tracked, plays automated.

What the profile questions do

The seven questions at the start (ARR, customer segment, team size, and others) do not affect your score. They set the lens for benchmarks and recommendations, so a fifty-person enterprise team gets different guidance than a two-person SMB team working on the same weakness.

What you get back

After submission you go straight to your CS Maturity Report — a personalised view of your stage, domain-by-domain scores, executive summary, strengths, priority actions, recommended playbooks, and stage-specific metric priorities. Everything is stored in your browser, not on a server, so re-assessing later lets you track movement over time.

Who this is for

CS leaders, CS operations teams, and founders who want a stage-referenced read on where their customer success function stands. The output is most useful when paired with the framework's principles, playbooks, and metrics. The assessment is free, open-source, and vendor-neutral.