The Success Engineer Framework™ - White Paper

The Success Engineer Framework™ is the practitioner's guide to knowing exactly which Customer Success and Account Management processes to automate, which to protect with human judgment, and which should never run without a human hand — built from 15+ years of enterprise CS delivery across EMEA and APAC and grounded in doctoral research at the University of Canberra. It is written for B2B SaaS founders, CS leaders, and revenue executives at Series A through Series B who are scaling faster than their retention function can keep up.