The Essential Guide to Launching your Customer Success Program


As the Customer Success practice is established, organizations and their customers must grapple with change. Customer Success teams need to quickly shift from support ticket escalations to delivering on business outcomes. Their clients need to understand the new role and align resources and expectations.

Chris Singh, Head of Global Customer Success at SAP and I joined forces for a dynamic fireside chat on the key factors in launching a Customer Success program successfully at last year’s TSW Conference in Las Vegas.

During our session, Chris drew from his professional experience at SAP and shared lessons learned in building a Customer Success program. I then shared common trends and a proven framework that you can use in building your own Customer Success program successfully.


In fact, at the end of the session, everyone received my latest eBook, “The Essential Guide to Launching your Customer Success Program“. This is my way of making sure you have the best chances of being successful with your own Customer Success endeavors.

In fact, you can download the eBook here

Written By:
Irit Eizips

Irit is the Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert on customer retention, upsells, cross-sells, and customer value strategies and methodologies. Since 2013, Irit has been pivotal in shaping Customer Success best practices. She has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Irit was recently named one of the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is frequently producing thought leadership on her youtube channel (CSM Practice) and is often featured as a speaker at conferences and Customer Success publications.