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Customer Success Management: An ITIL®-Aligned Practice Guide
This guide brings comprehensive IT Service Management thinking into Customer Success Management, turning a growing but fragmented CS function into a coherent, manageable Practice. It provides the structure, methods, and practical tools needed to design, govern, assess, and improve the complete Customer Success operating model.
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About
About the Book
Your CS organization is growing, but your operating model is not keeping up. Operational issues pile up, and you do not know where to start to bring things from chaos to manageable order.
Customer Success Management: An ITIL®-Aligned Practice Guide gives you the structured approach you have been missing to design Customer Success as an effective management practice.
Customer Success and IT service management developed in parallel for years, with separate communities, methods, and even vocabularies. Yet both ultimately address the same question: how service consumers realize value. ITIL® offers a widely recognized model for describing management practices in a consistent and comprehensive way. Customer Success has now matured to the point where its accumulated good practices can be brought together and described as a coherent whole rather than a collection of locally developed approaches.
The Guide is written for CS and post-sales leaders, CS Operations and Revenue Operations professionals, ITSM practitioners, consultants, and senior CSMs who need to build, govern, assess, or improve Customer Success as an organizational capability.
It covers the complete CS operating model, from governance, processes, roles, and lifecycle management to customer health, technology, and capability development. It also includes practical tools for assessing maturity, designing a Customer Health Score, and making structured retention-investment decisions. Readers receive access to downloadable versions of the supporting tools and materials, including editable Excel and Word files and ready-to-use PDFs.
This is not a collection of CSM scripts, email templates, or generic meeting tips. It gives you the structure and method for designing a Customer Success practice suited to your organization.
Author
About the Author
Natalya Cherepanova
Natalya Cherepanova is the founder of SuccessOptima e.U., an Austria-based professional practice focused on Customer Success management frameworks, training, and capability development.
With nearly two decades of experience in B2B technology, she has worked across service delivery, customer experience, and complex enterprise environments with international teams and global clients. Her work at the intersection of Customer Success and IT service management focuses on making post-sales practices more governed, measurable, consistent, and scalable.
Natalya holds an MBA and a degree in Linguistics and Cross-Cultural Communication. She has maintained ITIL certifications across several generations of the framework, participated in beta testing for new ITIL products, and serves as an ITIL Ambassador.
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