Customer Success Playbook to maximize retention and customer life time value

Written by Ingvild Farstad 03. Dec 2025

Are you looking for ways to improve customer experience and avoid churn? Learn how to segment your customers and define a customer health score to predict renewal, churn, and opportunities for upsell and cross-sell.

With the help of this guide, you can create a customer success operating model to predict renewal, churn, and opportunities for upsell and cross-sell. Understanding and segmenting your customer base gives you a framework for strategic planning, organizing your customer success department, and better forecasting revenue.

We cover the following topics to get your Customer Success Operating Model right:

  1. Why Customer Success?
  2. Plan and prepare the project
  3. Segmenting your customers
  4. Define a Customer Health Score
  5. The Customer Success Operating Model
  6. How to organize your Customer Success organization
  7. Tools for customer follow-up
  8. Test, learn and adjust
  9. Ensure a successful implementation

Learn more on Customer Health Scoring

The beauty of a business-to-business (B2B) software-as-a-service (SaaS) company is that you can make money while you sleep. The business model is subscription based, which gives you recurring revenues as long as your customers decide to renew their contracts. Using Customer Health Score is a great way to help you determine whether a customer plans to stay or leave your business.

Why measure Customer Health Score?