The Value Engine

Customer Success has become one of the most critical roles in modern business - yet many Customer Success Managers are still expected to figure it out as they go. The Value Engine is a practical, experience-driven guide designed to help both aspiring and seasoned CSMs build stronger customer relationships, prevent churn, and demonstrate real business value. Written by a veteran Customer Success leader with more than a decade of hands-on experience, this book moves beyond theory and buzzwords. It provides clear frameworks, real-world examples, and actionable guidance covering the full customer lifecycle - from onboarding and proactive engagement to escalation management, retention, and long-term partnership. Each chapter combines clear narrative with practical tools, including case studies, checklists, and reflection exercises, making the book equally useful as a cover-to-cover read or an on-the-job reference. Readers will learn how to shift from reactive “firefighting” to proactive partnership, communicate value in business terms, and position themselves as trusted advisors within their organizations. Ideal for Customer Success Managers, Account Managers, and client-facing professionals in SaaS, MSPs, and service-based businesses, The Value Engine serves as both a field guide and a career-development resource. It is well suited for individual professionals, team training, and bulk purchase by organizations investing in customer retention and growth.