Customer success isn’t a department.It’s a mindset.
Discover a practical, customer-first approach to building stronger relationships, creating lasting value, and making customer success part of how your entire organisation grows.
Featured on the reading lists
- “Top 10 Best Customer Success Books”Customer Success Collective
- “Customer Success Year in Review 2022”Custify
- “50 Books from Thinkers360 Thought Leaders You Should Read in 2023”Thinkers360
- “Best Customer Success Books You Should Read in 2024”Akita
- “The 20 Essential Customer Success Books for the Modern CSM”Custify
- “9 Must-Read Books for Customer Success”The CS Café
- “The Ultimate Reading List: 20+ Must-Read Sales and Customer Success Books”Flowla
- “Customer Success Books Library”Customer Success Association
Independent editorial reading lists, not awards or sales rankings. See all sources
What the industry says
Reviews & Recognition
“This book captures the essence of customer-centricity, defining a clear path for businesses to bring continual value to customers throughout their customer success journey.”
“In her book, Jyo lays out what I believe is one of the clearest blueprints on how to design, execute, and benefit from a company-wide mindset of customer-led growth.”
“This is like a 5-star cookbook for Customer Success – it’s filled with recipes and the ingredients you need to create a value-filled journey for your customers.”
“Jyo is pushing customer success thinking forward by providing a practical guide for companies to use a customer success mindset as a growth strategy. A must-read for folks – regardless if you are in customer success or not – who want to supercharge their growth strategies!”
Most businesses say they are customer-centric. Yet customer outcomes are often discussed in one weekly meeting, owned by one team, and absent from the decisions that shape them most — what gets built, what gets promised, how it’s priced.
Customer Success Mindset is a guided path out of that silo. It shows how leadership, product, sales, marketing and service can share one understanding of what success looks like for the customer — and why that shared understanding is a sustainable growth strategy in its own right.
Humans thrive on shared knowledge
People recommend what they genuinely believe in. Advocacy grows when customer-centricity sits at the centre of the business strategy.
A customer-led growth model
Customer-led growth complements sales-, marketing- and product-led models by aligning every team around the customer’s most favourable outcomes.
Inside the book
Five principles every software company must live by.
The ideas at the heart of Customer Success Mindset — a guided path from customer-focused to genuinely customer-led.
- 01
Build a customer-first culture
Why customer-centricity has to start with leadership and belief, not a new team — and how to make it part of everyday decisions.
- 02
Tie customer outcomes to growth
How retention, expansion and advocacy follow from customers reaching the outcomes they came for.
- 03
Earn trust, loyalty and advocacy
Why getting customers to rave about your product isn’t enough on its own, and what turns satisfied customers into genuine advocates.
- 04
Align every team on customer value
How product, sales, marketing and service can work from one shared understanding of the customer’s most favourable outcome.
- 05
Deliver value at scale
Keeping digital Customer Success personal as you grow, including the HEART framework from Chapter 8.
Who this book is for
Customer Success Managers
Practical tools and language for leading customer conversations about value — and for bringing the rest of the business with you.
CS leaders and CCOs
A blueprint for making customer outcomes a company-wide priority, not a single department’s target.
SaaS founders and business owners
A growth lens that complements sales-, marketing- or product-led strategies, so you build a customer base that stays and recommends you.
Executives and cross-functional leaders
A clear view of how your team’s decisions shape customer outcomes, and why that matters to the commercial result.
Workshops
Bring the mindset to your team.
Jyo runs workshops and team sessions for startup founders, customer success teams, sales and account teams, leadership teams and startup accelerators — online or onsite.
Startup founders
Founders deciding how customer outcomes shape the next stage of growth.
Customer success teams
Teams leading the day-to-day conversation about value with customers.
Sales and account teams
Customer-facing teams whose promises shape what customers expect.
Executives and leadership teams
Leaders setting the priority customer outcomes sit under.
Startup accelerators
Programmes supporting a cohort of founders through the same questions.
About the Author
Jyo Shukla
An award-winning SaaS and Customer Success leader who has spent most of her career helping start-ups and enterprises around the world build scalable, meaningful customer journeys. Jyo is also an active mentor and volunteer supporting the professional development of migrant women in Australia, and diversity and inclusion in the workplace.
Read Jyo’s storyInsights
Explore the thinking
Essays on customer-centricity, customer-led growth and delivering value at scale.
What Is a Customer Success Mindset — and Why Does It Matter?
A customer success mindset is a philosophy for business growth that treats customer outcomes as everyone’s responsibility. Here is what it means and why it matters.
Read the essay 7 min readCustomer Success Is Everyone’s Business: Building a Customer-Centric Culture
Why customer-centricity breaks down in silos, and how leaders can turn customer outcomes into a shared priority across every team.
Read the essay 6 min readCustomer-Led Growth: Connecting Customer Outcomes to Business Growth
How a customer-led growth model complements sales-led, marketing-led and product-led strategies by aligning every team around customer outcomes.
Read the essay 5 min readThe HEART Framework for Digital Customer Success
From Chapter 8 of Customer Success Mindset: how the HEART framework — Humanize, Empathize, Align, Respond, Track — keeps digital Customer Success personal at scale.
Read the essayPaperback · Hardcover · Kindle
Build customer success into the way you grow.
Customer Success Mindset by Jyo Shukla, with a foreword by Rav Dhaliwal. Choose your retailer below.