Workbook
The Customer Success Manager's Workbook
Turning Renewal Into the Easiest Call You Make All Quarter
Renewal surprises were decided six months ago. This is about the months before.
For the customer success manager accountable for retention and expansion who wants to stop firefighting renewals and start building the relationship that makes the renewal conversation a confirmation.
The Name It First Experience
Customer success is one of the fastest-growing roles in technology and one of the least defined. You are accountable for retention in accounts that went live under someone else's promises, with customers who have varying adoption and renewal dates that arrive whether you are ready or not. This workbook examines what you believe about the CSM role, builds a systematic value delivery framework, identifies renewal risk signals before they become conversations, and produces Your Customer Success Charter — the professional document that makes your approach to customer relationships repeatable.
You can opt into 30-, 60-, and 90-day check-ins from your account. We recommend you do — the point is to see what changed.
Sample questions
- What does turning customer success into a relationship that makes renewal feel obvious actually require from you?
- Where has a customer relationship you thought was strong turned out to be more fragile than you knew?
- What does a customer success practice built on genuine partnership look like?
Research basis
Maslach Burnout Inventory applied to CSM portfolio stress / Mehta et al. Customer Success foundational methodology / Ngo & O'Cass customer relationship quality research / Hall Protean Career Theory for CSM identity / Cruess & Cruess professional identity formation / Gainsight and TSIA research on CSM effectiveness.
Choose your format.
Every format asks the same questions and produces the same document.
Print Paperbackpersonalize
A real book and a pen. Write in the margins. The most permanent version of you on a page.
$22.99
eBook + journal
The full guide on any screen, with a companion journal to write your answers by hand.
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Audiobook
We read every question and every scenario aloud. For the commute, the walk, the dishes.
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Hardcoverpersonalize
The keepsake edition — sewn, ribboned, made to sit on a shelf and be returned to.
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Digital Fill + membership+membership
Answer on screen. Your responses save as you go and assemble into your finished document.
$12.99
Hands-Free Interactive + membership+membership
Listen to each question and speak your answer. We capture it. You never touch a keyboard.
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Everything packages
The Paperback Everything Package
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The Hardcover Everything Package
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The Premium Hardcover Everything Package
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Choose your pace.
The Essential path takes you to your finished document by the questions that matter most. The Full-depth path walks every question, every scenario, every angle. Both produce the same signed document — one just goes deeper on the way there.
Essential path
Shorter sessions. The questions that go directly to the document.
Full depth
Every question. Every scenario, every angle.
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