From Chaos to Clarity: The Pillars-in-Practice™ Customer Success Maturity Model

Most customer success teams don’t lack commitment - they lack clarity.

Clarity on what to prioritize. Clarity on where they stand. Clarity on what’s moving the needle—and what’s just noise.

At MomentumCX, we believe structure unlocks scale. That’s why we built the Pillars-in-Practice™ Customer Success Maturity Model — a strategic operating framework designed to help B2B SaaS companies operationalize customer success, accelerate outcomes, and scale with confidence.

Whether you’re:

• Building your first CS function

• Leading through change and growth

• New to your organization or leadership role on the team

• Or optimizing for efficiency and expansion

This model meets you where you are—and gets you where you need to go.

🧱 Built on the Seven Pillars. Proven in Practice.

If you’ve read The Seven Pillars of Customer Success by Wayne McCulloch and thought: “This is exactly what we need… but where do we start?” You’re not alone.

Pillars-in-Practice™ is how we bring the Seven Pillars to life. It’s the bridge between strategy and execution between knowing what should happen and making it actually happen.

🧭 Diagnose Before You Scale: The Pillars-in-Practice™ Assessment

At the center of our model is the Pillars-in-Practice™ Maturity Assessment — a diagnostic tool that evaluates your organization across all Seven Pillars and 6 core capabilities within each.

Each capability is mapped to a maturity scale with crystal-clear definitions, making it easy to identify what’s working, what’s lagging, and what to prioritize next.

You’ll get: 

✅ A set of dashboards showing strengths, gaps, and blind spots 

✅ Pillar-by-pillar scorecards with full transparency 

✅ Quick wins, long-term moves, and tech/tooling recommendations 

✅ Patterns by role, region, and tenure 

✅ A full strategic roadmap prioritized by urgency and impact

This isn’t just an audit. It’s a blueprint.

✨ More Than a Score — It’s a Strategic Operating System

We don’t stop at diagnostics. We deliver a playbook-ready plan to turn insight into action.

With your custom Pillars-in-Practice™ Playbook, you’ll walk away with:

• A shared language to align your CS org and cross-functional partners

• A roadmap that connects goals to execution

• A framework to track progress and ROI over time

• A tool to onboard, enable, and coach your team toward excellence

And because transformation doesn’t happen in a vacuum, we offer advisory, enablement, and execution support to help you move fast and embed change.

🔥 Ready to See Where You Stand?

If you’re a CS or CX leader wondering:

• Are we focused on the right work?

• Are we structured to scale?

• Are we measuring what matters?

• What’s our next best move?

It’s time to get clear.

✅ Start with a free strategy call to explore your goals and see if the assessment is right for you.

📅 Email me to book: xina@momentumcx.io

Let’s build a customer success engine that delivers impact — and momentum in your CX — you can count on!