The Foundations of Customer Success e-book positions CSMs as strategic drivers of growth, no longer reactive firefighters. It emphasizes mastering risk management with structured processes and data-driven health scoring to prevent churn. CSMs are urged to embrace cross-sell and upsell as part of their role, using verified outcomes, success plans, and Customer Success Qualified Leads to identify expansion opportunities. Success plans anchored in measurable outcomes increase retention and accelerate expansion, with Gainsight data showing 30% higher GRR for customers achieving verified outcomes. Impactful CSMs align to customer value and become leaders in business outcomes.

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