Customer Health Scoring and Data-Driven CS

Building a Customer Success Function for a SaaS Business

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‪@DoItHow2‬

Winning new customers is only half the battle. In SaaS, the real challenge is keeping them—and ensuring they succeed. Without a strong Customer Success function, even the best products can struggle to grow.

In this practical, experience-driven guide, Kieran O’Byrne shares the hard-won lessons of building Customer Success functions from the ground up at leading SaaS companies across Europe. Drawing on more than 15 years in AI, cloud, and enterprise software, he offers a roadmap that balances strategy with hands-on execution.

You’ll learn how to:
• Make the business case for Customer Success.
• Build your first 90-day CS roadmap.
• Design playbooks for onboarding, adoption, renewal, and expansion.
• Use metrics and dashboards to prove value to the boardroom.
• Scale CS with the right mix of people, process, and technology.

Packed with real-world examples and actionable playbooks, this book is for founders, SaaS leaders, and practitioners who want to transform Customer Success from a “nice to have” into a true growth engine.

If your customers win, you win. This book shows you how to make that happen.

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