This report addresses three core challenges faced by customer success organizations aiming to demonstrate their business impact. First, teams often struggle to define and track the right metrics—especially around adoption and expansion—that align with broader company goals. Second, communicating these insights to executives in a clear, compelling way remains difficult, limiting buy-in and strategic support. Third, many organizations lack the tools and infrastructure to collect, integrate, and analyze customer data effectively, which hampers visibility and weakens the case for continued investment in customer success initiatives.

The framework emphasizes the importance of transitioning customer success management from intuition-based practices to data-driven strategies. It highlights the necessity of aligning customer success objectives with broader business goals, utilizing key metrics, and fostering a culture centered around data to improve customer outcomes. By doing so, organizations can effectively communicate the value of their customer success initiatives, ultimately driving growth and satisfaction.