Customer Success guides, workbooks and research
Free PDFs built on the Practical CSM Framework. Read the key points on each page, then download the full guide.
The Practical CSM Framework, two versions
Same framework, written for two jobs. The most downloaded guides on the site.
Practitioner's Guide
70 pages. A walkthrough of the seven-phase Practical CSM Framework for individual CSMs, from Preparation to Engagement Evaluation. Each phase covers purpose, activities and outputs.
Get the free guide
Manager's Overview
138 pages. The full Framework explained for CS leaders and business managers: what CSM is, how the Framework fits the company and how CS relates to CX. Foreword by Peter Armaly.
Get the free guideCS for Tech Startups, 7 parts
Short guides for founders deciding when and how to build Customer Success. 7 to 12 pages each.
20 free PDFs
The Practical CSM Framework: Practitioner’s Guide
A walkthrough of the seven-phase Practical CSM Framework for individual CSMs, from Preparation to Engagement Evaluation. Each phase covers purpose, activities and outputs.
The Practical CSM Framework: Manager’s Overview
The full Framework explained for CS leaders and business managers: what CSM is, how the Framework fits the company and how CS relates to CX. Foreword by Peter Armaly.
Selecting the Right Training Strategy for Customer Success Management
Nine questions a CS leader should answer before buying or building training, from desired outcomes and gap analysis to ROI and implementation.
How Does CS Reduce Churn and Increase Renewals?
Churn and renewals explained with the leaky-bucket model, and how CSMs listen to customers to reduce churn. For startups deciding on a CS team.
Practical Customer Success Management: Chapter One, An Overview of the Customer Success Manager’s Role
The first chapter of the book Practical Customer Success Management (Taylor & Francis, 2018). It defines customer success, outcomes and KPIs, explains why CSM is growing and sets out the 14 tenets of Customer Success Management.
Framework overview PDF
An illustrated overview of the Practical CSM Framework: seven phases in three stages around a central repository. Each phase lists its purpose, activities and outputs.
5 Things I’ve Learned About Hiring Customer Success Leaders for $1M to $10M ARR Companies
Five questions to answer before hiring a first VP of Customer Success, plus five lessons on hiring CS leaders. Helps founders choose between a Head/Director and a VP.
The 7 Worst Mistakes When Applying for Customer Success Jobs
Seven common job-application mistakes in Customer Success and how to fix each one, from targeting the wrong roles to not knowing your data at interview.
Customer Success and Revenue Generation
Slides on why Customer Success should own revenue conversations and how it drives retention, expansion, loyalty and advocacy. Covers leading and lagging CS indicators and the pitfalls that stop CS teams generating revenue.
Customer Success Management: A Strategy for Weathering Economic Recession
How Customer Success Management can help a business survive or even thrive during a recession, with new and existing customers. Part one of the Customer Success Leadership Conversations series, first published in 2022 and revised in 2026.
Customer Success Attitudes to Training, Certification and CPD: 2020/2021 Report
Survey of 219 Customer Success teams on training, certification and CPD, with findings by region, revenue, ownership and team size. Historical research.
Customer Success Manager Sample CV
A two page sample CV for a fictional candidate moving into a CSM role. It shows how to present a profile, key competencies, employment history with measurable achievements, and accomplishments.
Customer Success Manager Sample Cover Letter
A one page sample cover letter for a Customer Success Manager application. It pairs with the sample CV and shows how to link your experience to what the employer values.
Transition to Customer Success: Practice Interview Questions
A set of practice interview questions for people moving into Customer Success, designed for role play. It covers motivation, fit, behavioural questions and core CS terms such as onboarding, adoption, retention, advocacy and health scores.
What Customer Success Training Do I Need?
Training needs by role: senior decision makers, CS leaders and CSMs, built on Knowledge, Skills and Attitude (KSA).
What to Consider When Implementing Customer Success
Three factors that decide how much Customer Success a tech startup needs: complexity of offering, customer maturity and what the company can support.
3 Reasons Why Startups Need Customer Success
How Customer Success helps SaaS startups find growth opportunities, drive revenue through lower churn and expansion, and build loyalty.
How CS Can Be the Difference Between Failure and a Profitable Tech B2B Startup
The leaky-bucket economics of renewals versus new sales and why retention matters. How CS supports adoption, value realization and expansion.
Utilizing Customer Success Management to Expand Customer Revenue
How CSMs find value-aligned expansion through onboarding, adoption, trusted relationships and consultative questions. Upsell vs cross-sell.
Utilizing Customer Success to Increase Customer Closeness
What customer closeness is and how CS builds it through feedback, metrics and PESTLE analysis of the customer's environment.
No PDFs for this role and topic yet. Try another topic, or see everything.
Your job search toolkit
Templates, interview practice and the mistakes to avoid. With a free account, My learning adds a hand-checked list of where CS jobs are really posted, with a tip for each source.
Unlock job search with a free account
Email and a password. No card, no trial.
Create free accountAlready a member? Log in
Keep every guide in one place
Optional. Email-only downloads stay exactly as they are.
- All your guides in one place, ready to download again
- Download without a form
- Your progress and next steps, picked for your role
Create a free Practical CSM account
Email and a password. No card, no trial.
Create free accountAlready a member? Log in