CSU: Customer Success
Document Type
Code: CSU
Name: Customer Success
Domain: Customer & Value
Abstract
This specification defines the Customer Success document type within the BSpec 1.0 Universal Business Specification Standard. It establishes a proactive model for onboarding, adoption, retention, and expansion management after sale.
Purpose and Scope
Customer Success defines how the organization drives customer value realization and long-term retention after purchase. It is responsible for proactive lifecycle outcomes: onboarding, adoption, expansion, risk mitigation, and customer advocacy.
Document Metadata Schema
yaml
---
id: CSU-{success-program}
title: "Customer Success Plan — [Program Name]"
type: CSU
status: Draft|Review|Approved|Active|Deprecated
attribution_required: false
version: 1.0.0
owner: Customer-Success-Lead|Customer-Support|Sales-Operations
stakeholders: [customer-success-team, support, sales, product, finance]
domain: customer-value
priority: High|Medium|Low
scope: lifecycle
horizon: tactical
visibility: internal
depends_on: [PER-*,CJM-*,FEE-*,SUP-*,PRI-*]
enables: [SUP-*,FEE-*,MET-*,PRD-*]
success_goals: [onboarding, adoption, retention, expansion]
health_model: usage|value|engagement|outcome
customer_segments: [segment identifiers]
cohorts: [new, expansion, churn-risk, strategic]
review_cycle: monthly
---Framework and Relationships
- Depends on Customer Insights: Persona and journey context from
PER-*,CJM-*, and feedback programs. - Coordinates With: Support (
SUP-*) for service operations, Product (PRD-*) for delivery commitments, and Pricing (PRI-*) for expansion mechanics.
Content Structure Template
Customer Lifecycle Model
- Onboarding
- Enrollment criteria and acceptance process
- Setup and enablement milestones
- Handover checkpoints from Sales
- Adoption
- Feature adoption targets
- Training and enablement assets
- User competency milestones
- Retention
- Usage/engagement risk detection
- Escalation and rescue playbooks
- Retention commitments and governance
- Expansion
- Expansion triggers and qualification
- Cross-sell/up-sell opportunity tracking
- Value-based expansion governance
Operational Model
- Segment Programs: Tailored success motion per persona and segment.
- Health Framework: Leading indicators, lagging outcomes, and trigger thresholds.
- Success Plans: Named outcomes, owners, cadence, and confidence levels.
- Escalation and Governance: Clear ownership for blockers, exceptions, and renewal risks.
Metrics and Signals
- North Star Health Signals: Adoption velocity, time-to-value, renewal intent.
- Experience Signals: Product usage consistency and service interaction quality.
- Business Signals: Retention, net expansion, churn probability, referral propensity.
Validation Checklist
- [ ] Onboarding pathways are defined per customer segment.
- [ ] Expansion criteria are based on measurable outcomes.
- [ ] Customer risk detection and rescue controls are explicit.
- [ ] Dependencies to support and product commitments are traceable.
- [ ] Health metrics and governance cadence are defined.