Customer Success
Purpose:
Provides ongoing support to customers, ensuring they derive maximum value from the software.
These are the 6 pillars: 1) Customer success and satisfaction: the customer sees clear value and tangible progress 2) progress and trusted relationship: we build credibility and become a long-term partner, not just a supplier 3) Active adoption nd measurale usage: the ustomer actively uses what they've bought and grows with it 4) Growth and expansion potential: Identify and cultivale opportunities ato exted our footprint 5) Efficient internal collaboration: sales, CSM, and Teh act as one coordinated team toward the customer 6) Shaping Witboost through real-world use: Capture insights and use cases from customers to help evolve how Witboost is used, feeding back Product and Marketing to refine positioning and development.
The CSM ensures every customer sees value, feel supported, and stays onnected to us:
- Acts as the customer main operational and organizational ontact
- Focused on customer adoption, satisfaction, and continuity - not tehnical delivery
- Represents the voice of the customer internally
- Bridge customer organization and our internal teams
Key focus areas:
- Understanding customer priorities and internal dynamics
- Ensuring smooth onboarding and consistent value realization
- Spotting risks early
- Escalating or looping in Sales early when issues or opportunities raise
Collaboration with Sales
- Sales owns the commercial relationship
- CSM keeps Sales informed - no surprises
- Regular syncs
Classic pitfalls
- Drifting too far into the tehnical weeds
- Acting as support instead of customer success
- Delaying or skipping communication with Sales
- Treting customer feedback as noise instead of signal
Best Practices
- Think ustomer journey not tickets
- Be proactive, not reactive
- Always communicate ontext before escalatetion
- Operate as one team with sales
Key Processes:
- Customer Onboarding, Training and Education: Offering training sessions, webinars, and resources to help customers use the software effectively.
- Customer Feedback and Satisfaction: Collecting feedback from customers to identify areas for improvement and measuring customer satisfaction.
- Renewals and Upselling: Identifying opportunities for renewals, upselling, and cross-selling additional products or services
Customer Success Processes
This playbook defines the standard operating procedures for Customer Success in managing the full customer lifecycle with Witboost — from onboarding to renewals — ensuring consistency, value realization, and continuous engagement.
Table of Contents
Event-Driven Processes
Onboarding
Whenever a new customer buys Witboost, the onboarding process must ensure they can install, use, and understand the platform effectively.
Step 1: Enable Installation & Access
Provide the customer with all the essentials:
- Welcome message
- Valid license, GitLab token, and
values.yaml - Installation playbook (see documentation)
- Jira URL for bug reporting
These items must be generated and shared securely. See the License Generation section for details.
Step 2: Support Installation
The installation phase is covered under the license contract. Work closely with the customer’s platform team — onsite or remotely — to ensure success.
Discuss and align on:
- Requirements: Explain why each prerequisite matters and answer technical questions.
- Deployment Architecture: Tailor from Witboost’s reference architectures to customer-specific environments.
- Installation Procedure: Walk through documentation together to ensure clear understanding.
Make sure the customer:
- Reviews the Starter Kit, including templates and policy library.
- Knows where to find the Tutorial section.
- Understands how Witty (AI assistant) can support.
Step 3: Platform Team Training
Organize tailored training sessions for the platform team:
- Include installation as part of the training curriculum.
- Address questions and note recurring themes.
- Document follow-ups for unresolved topics.
Step 4: Schedule Check-ins
Establish regular meetings with both platform teams and key stakeholders (see “Scheduled Check-ins”).
License Generation
Follow this procedure for every customer license — new, renewal, upgrade, or otherwise.
Check the license file
- If the customer is new, add them and verify accuracy.
- Contact Sales or the Witboost Lead for details if uncertain.
Generate the license using the Witboost licensing tool (GitLab repository).
- Follow the README to set modules, expiration dates, etc.
- Use a short but descriptive name for the customer.
Temporary licenses
- Validity ≤ 30 days.
- MVP licenses must not exceed project duration.
Reminders
- For short licenses, set a calendar reminder before expiration.
Security
- Share licenses only with authorized recipients via secure channels.
New Version Release
When a new minor or major release is published:
- Notify customers of new features, improvements, bug fixes, and starter kit extensions.
Communication channels:
- Email highlighting new features and their value to the customer.
- Mini demo (standalone or within a recurring meeting).
Six Months Before License Expiration
- Trigger Sales and start renewal discussions.
- Review platform adoption, business impact, and possible upsell opportunities.
Recurring Processes
Scheduled Check-ins
Keeping close contact ensures engagement and satisfaction.
Quarterly or Half-Yearly Review (Witboost Lead + CSM)
- Review Witboost roadmap and customer’s platform roadmap
- Download events tracking and share with PM
Bi-Weekly Sync (CSM)
Focus on:
- Customer Health Score: track usage, adoption, and OKRs
- Q&A: address blockers, bugs, and feature requests
- Platform Checkup:
- Templates: icons, UX, defaults
- Blueprints
- Policies: presence, clarity, usefulness
- Custom Views, Themes, Marketplace usability
- Installed version
- Gather Open Feedback
Always keep the Product Feedback Collector file open.
When a customer suggests a feature, dig for the underlying problem by repeatedly asking “why”.
Example Conversation
Customer: "Can we download the DP page as PDF?"
CSM: "Why do users need a PDF?" Customer: "To send it via email."
CSM: "Why not send a link instead?"
Customer: "Some users don’t have access to the Marketplace."
CSM: "Why not?"
Customer: "The access process is slow and unclear."
→ Root cause: Access management friction, not lack of PDF export.
Customers propose solutions; CSMs uncover problems.
When Major Opportunities Emerge
- Report immediately to the Witboost Lead.
When Platform Team Is Struggling
- Pair up in a hands-on session.
- Build an example or tutorial to reduce friction.
- Discuss with Witboost Lead if investment or training is needed.
When Key Concepts Are Misunderstood
- Organize a dedicated theory session; make it reusable for other clients.
When Customer Achieves Big Success
- Share success internally and with the key account team.
- Analyze success factors and inform the Witboost Lead.
Production Readiness Checklist
Practice Shaper
- Landscape definition
Look & Feel
- Logo, theme
Custom Components
Templates configured
- Data Product Specification defined
- Naming conventions
- Fields descriptions are clear and speak to the user
- Fields deafults are provided whenever appropriate
- Fields required only when they are
- Values are inferred whenever possible
- Fields validations are reasonable, explained and provide useful errors
- Witty integrated when possible
- Only fields that the end user should modify are part of the template
- Documentation is included in the template
- Entity Pickers configured
Reverse Provisioning Templates defined
- Tech Adapters
- Data Catalog Integration
- TA tested by platform team and ideally by beta tester on real scenarios
- TA provide clear errors and feedbacks
- Webhooks and integrations (if needed) working
- Blueprints
- Templates for access requests
Request access authorization flow defined
- process and access request template in place
Documentation
- Templates include user-centric documentation
Administration
- Proper RBAC setup:
- At least three groups (Platform, Control Plane, Marketplace Users)
Policies
- Initialized with a starter set of policies
- At least one specification validation policy in place
Marketplace
- Customized indexes, filters, heatmaps
- Custom Views
- Icons, fields, templates aligned with UX guidelines
- Clear, busines oriented naming conventions
Data Contract Settings
- Properly initialized for use and enforcement
Notification customizations
- Settings and email configuration