Compass Picks
Not everything in The CS Compass is meant to be read all at once.
Compass Picks are a small, intentional set of resources that represent how we think about Customer Success - not just what we do.
If you’re new here, these are the five places we’d start.
If you’ve been practicing CS for years, these are the pieces most likely to sharpen how you reason, communicate, and make decisions under pressure.
Each resource was chosen because it:
- Reframes common CS assumptions
- Holds up in executive conversations
- Connects outcomes, risk, and judgment; not just activity
You don’t need to consume everything to do Customer Success well.
You need the right foundations.
These resources are meant to be revisited - not rushed.
Start here.
Signals of Healthy Customer Success (That Aren’t Metrics)
A reframing of Customer Success health that looks beyond metrics to trust, judgment, and sustainability. This piece helps leaders recognize whether CS is operating as a reactive function or a credible strategic discipline.
Customer Value Plan (Framework + Working Template)
A practical framework for documenting customer value in terms executives care about: outcomes, evidence, and narrative. This resource helps teams move from activity tracking to defensible value conversations.
Adoption Health Score Framework
A clear, explainable approach to account health that balances quantitative signals with qualitative context. Designed to help teams surface risk early and articulate why an account is healthy or at risk.
How to Sound Strategic Without Buzzwords
A language guide for translating common CS phrases into clear, executive-ready communication. This resource helps build credibility by replacing polish and jargon with clarity and judgment.
Renewal Readiness Checklist
A disciplined checklist for confirming renewal readiness well before contract discussions begin. It helps teams identify gaps early and make renewals routine decisions instead of last-minute negotiations.