Customer Success Journey

A repeatable path from handoff to advocacy: milestones, customer and internal activities, value delivered, and exit criteria at each stage.

Sales to CS Handoff

The critical transition from deal close to customer success ownership. Align stakeholders, capture key data, and schedule kickoff so the customer feels continuity and clarity.

View stage →02

Onboarding & Implementation

Time to first value. Get the customer's data transferred, environment ready, and first use cases live. Reduce anxiety with clear milestones and consistent communication.

View stage →03

Launch

Go live with the customer. Celebrate the milestone, ensure rollout plan is executed, and transition to adoption and ongoing success.

View stage →04

Adoption

Drive consistent product use and behavior change. Target adoption and usage metrics, run enablement campaigns, and tie usage to business outcomes.

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Renewal

Secure renewal and protect revenue. Tie adoption and value to the QBR narrative, align on expansion roadmap, and ensure renewal readiness.

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Optimization

Ongoing improvement and efficiency. Optimize usage, cost, and processes so the customer gets more value over time.

View stage →07

Expansion

Grow footprint and revenue. Identify expansion opportunities, align on roadmap, and execute land-and-expand plays.

View stage →08

Advocacy

Turn successful customers into references, case studies, and advocates. Capture stories, drive referrals, and strengthen the community.

View stage →