Pillar guides
Guides for customer-facing teams
Each guide gives the direct answer first, then the operating model, formulas, tables and FAQs. Start with the one closest to your role.
customer success
Customer Success in B2B SaaS: A Practical Operating Guide
Learn how customer success works in B2B SaaS: the operating model, onboarding, health scoring, QBRs and retention metrics, with templates you can use this week.
Read the guidecustomer experience
Customer Experience in B2B SaaS: Design, Measure, Improve
How to design, measure and improve B2B SaaS customer experience: journey mapping, CSAT vs NPS vs CES, voice of customer programs and the fixes that move retention.
Read the guidecustomer support
Customer Support in B2B SaaS: Structure, Quality and Signal
Build a B2B SaaS support operation that resolves fast and produces insight: tiering, escalation matrix, quality review, staffing across US time zones and the metrics that matter.
Read the guidecustomer success metrics
Customer Success Metrics: Definitions, Formulas and Benchmarks
Every core customer success metric with its formula, a worked example and US B2B SaaS context: churn, GRR, NRR, health score, time to value and CSM KPIs.
Read the guidecustomer success operations
Customer Success Operations: How to Build CS Ops in B2B SaaS
What customer success operations is, what a CS Ops team owns, the tech stack, the metrics it reports and a 90-day plan to set it up in a B2B SaaS company.
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