CSM programs have become the standard enabler for technology and service providers to encourage customers to remain engaged and increase customer lifetime value for products sold via a subscription model. CSM is a fundamental shift in approach, not simply a rebranding of existing post sales services or account management. Consequently, gaps exist when employing existing sales or service technology solutions in an effort to properly address CSM needs. A technology sector — customer success management platforms — has emerged, and matured, to address this market need. Initially deployed primarily to reduce churn in high-value B2B accounts, CSM programs and platforms are now implemented to proactively manage customer engagement, adoption, retention and upsell/cross-sell objectives.