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 around five key areas of Customer Success as a management practice.
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 what a well-functioning CS operating model looks like in practice. For each statement, indicate how much it reflects your current reality — from "Yes, completely agree" to "No, not at all." 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 how closely your current CS operating model matches the target state described in each statement. A higher CS Practice Score means a stronger practice in that area — not a judgment on your team, but a signal of where the operating model needs attention.