About Distilled CS

Hi, thank you for visiting Distilled CS!
I'm Saneesh, and I built Distilled CS with one goal in mind: help CS teams see their gaps clearly and give them a structured plan to improve their strategy.

Today, there is no standard framework to assess the maturity of a customer success team or organization. Having worked in the industry for close to 10 years across different customer success teams, I have realized that customer success teams often need to shift strategy to operate at the optimum level, and without a way to measure where they stand, that shift is not easy.

To understand what is the best strategy for your CS organization, you first need to understand how mature your team and processes are, and that's exactly what the Distilled CS assessment tries to do. It measures your team across various domains to give you a score that tells you where you stand.

The goal of this framework is not to give a precise consultation. That's not possible as customer success teams operate very differently across customer segments and products. My goal is to provide a solid starting point for teams to assess where they are. I also want this to be a small platform with all the guidance available in one place to help you get there, stage by stage.

You can start with the CS maturity assessment and go further from there. All the recommendations that are provided here are supported by detailed metrics, playbooks, checklists and more.

Distilled CS is open source because I want it to be fully transparent, and it is open to your ideas. If something here doesn't match your experience, I would love to hear it. Open an issue on GitHub or share what worked for your team. For now, you can find Distilled CS on LinkedIn and GitHub, and I hope to expand more in the future.