Customer Success Manager
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- Align on customer outcomes and build evidence-based adoption and health signals
- Orchestrate executives, diagnose risk early and drive coordinated interventions
- Turn customer value into retention, expansion and AI-era operating change
Benchmark: Salesforce enterprise + Agentic Customer Success roles (current Jul-Sep 2026) Mastery ladder: 2 current-market competencies per level; 2 substantive learning bridges per competency (12 total).
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Align on customer outcomes and build evidence-based adoption and health signals
Success planning, measurable outcomes and time-to-value
Coverage: Product Discovery & Customer Research / KPIs & Product Metrics
Adoption, health scoring and product-usage intelligence
Coverage: Product Analytics & Growth / Customer Success Operations
Orchestrate executives, diagnose risk early and drive coordinated interventions
Executive stakeholder management, EBRs and value narrative
Coverage: Negotiation & Stakeholder Management / Business Storytelling
Risk detection, escalation and renewal readiness
Coverage: Program & Risk Management / Customer Analytics / Retention
Turn customer value into retention, expansion and AI-era operating change
Renewal, expansion and board-level value realization
Coverage: KPIs & Product Metrics / Account Growth / Executive Communication
AI/agent adoption, change management and governance
Coverage: AI Adoption & Change Management / Responsible AI & Governance
Role-Readiness Proof / Capstone
Own a strategic enterprise customer from post-sale through renewal/expansion: run discovery after handoff; build a success plan with verified outcomes and time-to-value milestones; instrument adoption and a defensible health model; map champions and economic buyers and run an EBR; detect and recover one simulated risk/escalation; quantify realized value and renewal/expansion logic; design an AI or agentic adoption plan using telemetry, governance and human escalation; then produce an executive account plan and forecast.
Proof Rubric
- Demonstrate customer-outcome clarity
- measurable adoption and time-to-value
- health indicators tied to retention/growth rather than vanity activity
- executive stakeholder coverage and credible EBR storytelling
- early risk detection with owners and recovery criteria
- quantified value realization
- renewal/expansion judgment
- cross-functional orchestration
- AI/agent adoption with change, telemetry, governance and human escalation
- and evidence that customer outcomes changed, not just engagement volume