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Customer success › Use › Customer Success Management
Release: Australia · Updated: 2026-07-09 · Official documentation · View source

Manage engagements

Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.

An engagement centralizes the activities involved in a customer's success journey. Customer success managers use engagements to define success criteria with blueprints, track health and risk, run success plays, and manage touchpoints with customers throughout the engagement lifecycle.

  • Engagement home page
    This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
  • Create an engagement
    Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
  • Create a touchpoint
    Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.
  • Create a risk signal
    Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.
  • Create a success play
    Use this option to create a success play to create automated actions.
  • Create a success blueprint
    Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement.
  • Create an applicable success outcome
    Create the applicable success outcomes to support the primary success outcome.
  • Close or cancel a success initiative
    You can close or cancel a success initiative and all the related tasks.
  • Success objective record page
    This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint.
  • Primary success outcome record page
    A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective.
  • Measure success rate
    Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates.
  • Success initiative roadmap
    The success initiative roadmap displays success initiatives and their outcomes over time in a visual timeline. Use it to track initiative progress, filter by status, and adjust the view by timescale or grouping.
  • Create an implementation record
    Track the progress of a partner or customer implementing a product or a service.

Parent Topic:Customer success