Book Of The Month

August 2021: The Seven Pillars of Customer Success by Wayne McCulloch

This month’s book will be The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch. Published just this year in April 2021, this book was launched to much success and critical acclaim.  

As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust?

Wayne McCulloch has more than 25 years of experience in the software industry—years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you’ll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective—this book provides both, and more.

Interview with the Author

Our author this month is Wayne McCulloch

Wayne is a senior executive with experience across all aspects of the Customer Experience (CX) Journey including onboarding, adoption, retention, expansion and advocacy. Wayne has been directly responsible for customer success teams, customer support teams, internal/external training/enablement and certification teams, voice of the customer teams, services teams, online customer community sites, and license renewals teams for SaaS businesses (both public and private). He is currently responsible for Customer Success of the entire Google Clouds SaaS portfolio including Workspace (formally GSuite), Looker, Apigee and Chronicle.


Wayne had been kind enough to offer a prize of up to five books to give away in our prize draw – one for each region, including N America, S&C America, EMEAR, Middle East/India and Far East/Australia. In the end, we only received questions from the N America and the EMEAR regions, so we have two winners. We’ve asked Wayne to randomly select someone from each region from the list of those who submitted their questions to us, and the winners are:

Antoinet Van Dalen – France

Oliver Plane – Switzerland

Congratulations to you both, we will be contacting you for your address information so we can send the books on to you.

Additional Content

Jade’s Thoughts 

The article below is Jade’s own impression of the book and includes the key takeaways that she got from reading it. 

Have a read of what she’s written and use the discussion forum box below to write in to let us know whether you agree or disagree with what she thinks about this month’s “Book of the Month” and also tell us your thoughts. Did you like the book? What lessons will you apply within your own CS practice?

My Impressions of “The Seven Pillars of Customer Success

The Seven Pillars of Customer Success– A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch.

This month’s “Book of the Month” attracted me specifically because its “seven pillars” perfectly match the way I view and explain or talk about and apply customer success– indeed the pillars are what appealed to me first and made me want to read it.

The book was published in April 2021 – and in May I had already seen a lot of posts on LinkedIn praising the author about this jewel of knowledge, so I decided to give it a try, once I started in I found I couldn’t put the book down!

It is well written, easy to read and the framework is adaptable to any company and strategy. As mentioned in the title, it is a proven framework; since not only the author Wayne McCulloch who is one of the profession’s thought leaders, a top 100 Customer Success Strategist, and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles has applied it within companies like Salesforce and lately Google Cloud, but I like how other industry thought leaders have shared how they have successfully applied it as well in their own companies.

Finally, there’s a lot in there, but one of my key takeaways is to never forget to explain how operationalization is important, and that it is the first pillar of a well-defined customer success strategy.

And you? What attracted you to select this book in the first place? And having read it, what do you think of the book now?

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…


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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice.  Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

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