Customer success

concept brazil Updated Sep 10, 2026 1 min read account-lifecycle-events-customer-success-about.md

Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.

With the customer success solution, service providers can create a relationship-focused strategy that helps maximize achievements, drives engagements, and delivers actionable results. Customer success managers can define and track success objectives, and use documented success plans to ensure that value is being delivered. By driving achievements in both value and success, customer success teams can:

Inspire customer loyalty and retention, by not only ensuring adoption, but also customer mastery of its products.
Increase the chance of renewals by providing sales and account teams information from various gathered signals.
Decrease customer churn by identifying and mitigating risks and issues.
Boost lifetime customer value and annual recurring revenue.

Customer success workflow

The customer success workflow includes the following:

Customer success data model and records
Customer success portfolio overview
Health and risk framework
Risk portfolio overview
Engagement workspace pages
Process-based experience with playbooks
Success play launcher that can be used to create automated or manual activities
Customer success playbooks
Success blueprint
Scheduled touchpoints and touchpoint planner

The following diagram shows the different stages involved in the customer success journey.

[Omitted image "0123-MMASSET0022089.svg"] Alt text: Customer success journey

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---
title: Customer success
description: Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-events-customer-success-about.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Explore, Customer Success Management]
---

# Customer success

Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.

With the customer success solution, service providers can create a relationship-focused strategy that helps maximize achievements, drives engagements, and delivers actionable results. Customer success managers can define and track success objectives, and use documented success plans to ensure that value is being delivered. By driving achievements in both value and success, customer success teams can:

-   Inspire customer loyalty and retention, by not only ensuring adoption, but also customer mastery of its products.
-   Increase the chance of renewals by providing sales and account teams information from various gathered signals.
-   Decrease customer churn by identifying and mitigating risks and issues.
-   Boost lifetime customer value and annual recurring revenue.

## Customer success workflow

The customer success workflow includes the following:

-   Customer success data model and records
-   Customer success portfolio overview
-   Health and risk framework
-   Risk portfolio overview
-   Engagement workspace pages
-   Process-based experience with playbooks
-   Success play launcher that can be used to create automated or manual activities
-   Customer success playbooks
-   Success blueprint
-   Scheduled touchpoints and touchpoint planner

The following diagram shows the different stages involved in the customer success journey.

\[Omitted image "0123-MMASSET0022089.svg"\] Alt text: Customer success journey