The Seven Pillars of Customer Success

Wayne McCulloch

As a customer success leader, whose insight do you rely on for success?

Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust?

Wayne McCulloch has more than 25 years of experience in the software industry—years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you’ll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective—this book provides both, and more.

Press & Praise

Nick Mehta, Chief Executive Officer at Gainsight

"Customer success is a complex and fairly new discipline, but for SaaS companies that want to build an organization (and service) that lasts, it is critical. In his book, The Seven Pillars of Customer Success, Wayne explains the tools every customer success manager needs to have in their toolbox and how to use them throughout the entire customer journey. Witty, clever, and sharp, Wayne explains the customer success function so clearly that even someone with little to no customer success experience will be able to understand it. Everyone in customer success should read this book."

Mary Poppen, Chief Customer Officer at Glint at LinkedIn

"Wayne has created an easy-to-follow framework for deploying key customer success principles. Just one pillar from this book can make a big impact on your organization. Now imagine all seven combined! There's even a secret bonus Pillar in the book to help attain greater results. This is an excellent read for anyone in CS leadership, anyone who wants to be a CS leader, and any CxO looking for best practices in creating success for their customers."

Chad Horenfeldt, Director of Customer Success at Kustomer

"From someone who has been in the customer success profession for over fifteen years, I can truly say this book is a must-read for customer success professionals. Wayne clearly lays out building blocks for a successful CS strategy. He also introduces new concepts, such as a customer churn journey map. I highly recommend it."

One of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles.

Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker. For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit

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