The Scale Customer Success Framework

This framework, developed by Craig Rosenberg, Scale GTM AI EIR Kristina McMillan, and Rachael McBrearty (Workday, Cisco), provides a structured checklist for startups building their CS org.The Strategy row focuses on the target customer profile, stakeholder mapping, and customer journey design.Operations outlines critical CS infrastructure, such as customer tiering, at-risk management, renewal playbooks, expansion strategies, and tech stack management to drive retention and expansion.People highlights the key roles needed to run an effective CS team, including customer success managers, account managers, and technical support, as well as recruiting, coaching, and performance management strategies.Execution details the tactical components of CS, from proactive customer engagement and issue resolution to stakeholder mapping, in-app support, self-service resources, and advocacy programs.