CS Practice Health Check
25 questions. 10–15 minutes of honest reflection. A clear picture of where your CS operating model has systemic gaps — and where to focus first.
25 questions. 10–15 minutes of honest reflection. A clear picture of where your CS operating model has systemic gaps — and where to focus first.
Customer Success teams struggle not because of the people in them — but because of the system around them.
This Health Check identifies whether the operating conditions for Customer Success are in place. It is built on a structured CS practice maturity model covering five core areas of CS practice design.
It does not measure individual performance. It does not judge your team. It measures whether the foundations that enable consistent, scalable, proactive Customer Success have been built.
25 statements describe common symptoms of a dysfunctional CS operating model. For each statement, indicate whether it reflects your current reality. Your responses are scored across five dimensions and combined into an overall gap score. There are no right or wrong answers. The more honest your responses — the more useful your results.
Your score reflects the proportion of systemic symptoms present in your CS practice. A higher score means more gaps — not a judgment on your team, but a signal that the operating model needs attention.