Customer Success 2.0 is an organization-wide operating model that aligns go-to-market work, funding, talent, analytics, and culture around measurable customer outcomes.

The model comes from McKinsey’s Customer Success 2.0 framework. This guide keeps its five-part structure and shows how a current software stack can turn each element into repeatable work.

A Microsoft Word checklist template is an editable document with ready-made checkboxes and task rows. Use it when you need a simple list you can customize, save, print, and share without adopting new software.

Download the free Microsoft Word checklist template. The file includes fields for the checklist name, owner, date, due date, tasks, and notes. Open it in Word, replace the blank rows, then save your own copy.

An employee assistance program (EAP) is an employer-sponsored service that gives employees confidential access to assessment, short-term support, referrals, and follow-up for personal or work-related problems that may affect their wellbeing or job performance.

A well-designed EAP program can help people respond to stress, burnout, work anxiety, bereavement, substance use, family pressures, financial concerns, and critical incidents. It can also give managers a safer route for connecting employees with qualified support. The exact services, hours, eligibility rules, costs, and confidentiality limits vary by provider, plan, location, and law.

Employee Checklists are repeatable task lists that help people complete routine work consistently. Organizations use them for daily operations, onboarding, training, marketing, safety, quality control, handoffs, and compliance, especially when missing one step creates rework or risk.

The useful question is not whether employees should use checklists for everything. It is where a checklist protects valuable work without becoming micromanagement. The examples below come from successful organizations that shared how they design, use, and adapt employee checklists in practice.

This employee spotlight is a profile of Leti Escanciano, who was a Senior Frontend Engineer at Process Street when this conversation took place in June 2022. She shares her path into frontend engineering, what persistence looks like in practice, and her advice for women building careers in tech.

What do a neuroscientist, a DJ, a college professor, and a bartender have in common? They have all worked at Process Street. A remote company draws from a wider talent pool, startup work attracts its share of liminal weirdos, and a strong company culture recognizes that tacit knowledge can be as valuable as explicit training. Workplace management software can support the shared systems behind that distributed work, but the people and their different backgrounds make the culture.

Customer Success is no longer a scrappy afterthought bolted onto a SaaS sales team. It is a full discipline with dedicated leadership, purpose-built tooling, and a direct line to revenue. The job is deceptively simple: make sure paying customers actually get the outcome they signed up for. The execution is anything but.

To find out what that execution looks like in practice, we went straight to the source and asked Customer Success leaders at SaaS companies one question: What is your customer success process? Their answers reveal a surprisingly consistent playbook underneath the surface-level variation.

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A daily task checklist is a short, ordered list of work to complete within one day. It helps you choose priorities, track progress, coordinate handoffs, and finish recurring work to a consistent standard.

Used well, the checklist is more than a memory aid. It turns intentions into visible commitments, gives a team a shared view of status, and creates a simple feedback loop for improving the way work gets done.

Emoji aren’t just for fun. Using emoji in business documents means pairing familiar visual symbols with plain-text labels so readers can scan ownership, task type, timing, and status faster. In a procedure, policy, checklist, or recurring workflow, the symbol acts as a visual cue. The text beside it supplies the precise meaning.

That combination matters. Research on how people scan web content supports clear visual structure, while research on cognitive fluency shows that easier processing can influence judgments. Emoji can help with scanning, but they should never replace an instruction, owner name, due date, or status label.

Shape Up is a product development method that fixes the time and varies the scope. Teams shape a bet, commit to a six-week build cycle, and cut or adapt requirements so they can ship useful work on schedule.

At Process Street, that shift helped our engineering, product, and design team reduce a development cycle from roughly six months to six weeks. Delivering features and modernizing our tech stack via Shape Up became parts of the same bounded strategy, rather than competing imperatives. The method created room for technical modernization without putting feature delivery on indefinite hold.

Shape Up is a product development method that fixes time and varies scope. Teams shape a problem before committing to it, choose which pitches deserve a bet, and give builders an uninterrupted cycle to ship meaningful work.

At Process Street, moving to Shape Up helped reduce a development cycle from roughly six months to six weeks, a 75% reduction. For teams ready to ditch Scrum, Shape Up offers a different way to shorten a dev cycle. The three checklists in this guide turn the method into practical workflows for shaping, betting, and building.