It sure would be handy to have a centralized guide, or a handbook, to shine a light on the top principles of customer success... 📖

Well, as an answer to your burning hopes and dreams, this is where The Customer Success Manifesto comes into play.

The Customer Success Manifesto
Discover the ultimate customer success manual that covers the most important principles and practices within the customer success community.

Is there a central customer success guide?

Customer success is first and foremostly a business function that serves your client’s needs – we can all agree on that. But as a continuously evolving discipline in the post-sales process, customer success can also be interpreted in a myriad of ways. While none of these are wrong, there could do with some fine-tuning and clarity on this business practice.

As we found from our 2021 report, The State of Customer Success, the definition of CS is far from static, and its position varies from one company to another.

Why have we created this manifesto?

We've created this manifesto to be an up-to-date guide, bringing transparency and cohesion to this business practice. It'll allow you to:

  • Identify and understand the core values of CS
  • Drive growth through customer happiness
  • Align your team around common principles

What are the five principles of customer success?

Here are the five principles that are make up the fabric of customer success. Together, these principles can be used as a compass to drive product value for your customers.

And here they are:

Principle #1

Proactive vs reactive

Principle #2

Internal alignment between departments

Principle #3

The importance of onboarding

Principle #4

Balancing data with empathy

Principle #5

Viewing CS beyond its department


This is CS stripped back to its core principles. No funny business, no embellishments.

Head on over and read The Customer Success Manifesto for yourself.👇

The Customer Success Manifesto
Discover the ultimate customer success manual that covers the most important principles and practices within the customer success community.