Customer Success as an Operating System (Paperback)

Paperback. In AI + cloud businesses, "Customer Success" can't be a team that cleans up problems after the sale. It must be an operating system: a cross-functional way of working that makes customer outcomes and renewals: predictable.This book shows you how to build that system end-to-end. You'll learn how to run Customer Success as a measurable cadence focused on outcomes (not activity), how to design onboarding around Time-to-First-Value and Time-to-Target-Value, and how to make integrations, implementation, and change management repeatable instead of heroic.Then the AI reality hits: value becomes probabilistic, expectations must be engineered, and trust becomes a deliverable. You'll get practical guidance for AI readiness discovery, evaluation in the customer's language, managing hallucinations without losing credibility, monitoring drift, and handling incidents with a "trust response plan." Along the way, you'll operationalize responsible AI governance, transparency, auditability, privacy, and fairness without turning CS into a compliance theater.Finally, the book scales: segmentation, coverage models, health scores that predict outcomes, lifecycle programs, QBRs that actually renew, and a renewal/expansion framework that turns evidence into executive conviction.Whether you're a CSM, CS leader, founder, or cross-functional partner in Product, Sales, or Delivery, this handbook is your blueprint to build Customer Success that works in the AI era reliably, defensibly, and at scale. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. …