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Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS
Paperback
Business GeneralManagementGifts & Stationery General
Publisher: R. R. Bowker
Published: Apr 24 2024
Pages: 292
Weight: 0.87
Height: 0.66 Width: 6.00 Depth: 9.00
Language: English
Turn Customers Into Long-Term Revenue - A Practical Playbook for B2B SaaS Customer Success
If you lead, manage, or are building a Customer Success team, this book gives you the frameworks top SaaS companies use to reduce churn, grow net revenue retention, and turn customers into advocates - without guesswork.
Drawing on 10+ years running global Customer Success organizations, Evgeniia Mkrtychian breaks down exactly how to build a CS function that drives measurable business outcomes, not just support tickets closed.
You'll learn how to:
- Build and structure a high-performing Customer Success team from scratch, including roles, hiring, and org design
- Design onboarding that gets customers to value fast and sets the tone for the whole relationship
- Track customer health scores and spot churn risk before it happens
- Segment your customer base and tailor CS coverage to where it moves the needle
- Handle product complaints and feature requests without damaging trust
- Run quarterly business reviews (QBRs) that prove ROI and open the door to expansion revenue
- Spot and execute upsell and cross-sell opportunities the right way
- Turn CS into a company-wide growth engine, not a cost center
The book is built around the Five Pillars of Customer Success:
- A customer-centric culture that spans every department, not just CS
- Onboarding that gets customers to their first win fast
- Measurable success metrics your leadership team actually cares about
- Proactive, not reactive, communication
- A real feedback loop that turns customer insight into product and process improvements
This book is for you if:
- You're a Customer Success Manager or team lead who wants a repeatable playbook, not more theory
- You're a SaaS founder or ops leader building a CS function for the first time
- You're moving from Sales, Support, or Account Management into Customer Success and want to get it right
- You're restructuring an existing CS org and need a framework to rally your team around
Written in a direct, conversational voice and grounded in real SaaS scenarios, Customer Success Playbook is built for CS managers, team leads, founders, and anyone responsible for customer retention and growth in a subscription business.
If you're ready to stop reacting to churn and start engineering loyalty, this is your playbook. Scroll up and grab your copy of Customer Success Playbook to start building a Customer Success function your customers - and your revenue numbers - will thank you for.
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