This playbook is designed for high performing CSMs ready to deliver outcomes, reduce churn, and drive revenue growth. It covers every critical phase from onboarding to adoption, value realization, renewals, expansion, and churn management.

You will find frameworks like MCV (Minimum Committed Value), value assessment meetings, stakeholder mapping, and belief-based renewal strategies. Backed by real world experience and packed with templates, this is your execution guide to becoming a strategic, outcome led Customer Success leader.