This book is your playbook for becoming a high-impact Customer Success leader. Built from 20 years of hands-on experience, it takes you from reactive firefighting to designing scalable systems, driving adoption, influencing product, and building culture. Whether you are a CSM aiming to lead or a CS leader scaling your team, this guide is packed with practical frameworks, leadership insights, and ready-to-use templates to help you lead with clarity, impact, and confidence.