Build Your Autonomous Customer Org

How to Build an Autonomous Customer Org: Scale Customer Success Without Extra Headcount

This guide is your blueprint for building an Autonomous Customer Org, a scalable, modern operating model where customers can make progress without waiting for human intervention. Inside, you’ll find practical, actionable recommendations to help you reduce dependency on CSMs, embed guidance directly into the customer experience, and implement systems like Next Best Action logic, modular success plans, and signal-based journeys. Whether you're starting from scratch or evolving a high-touch model, this guide gives you the strategic direction and tactical moves to help your customers move faster, and your team scale smarter.

In this template, HowNow - One home for all of your learning and skills - highlighted the key milestones of our onboarding process, each deliberately structured to be action-oriented and designed to drive specific outcomes. This approach ensures that every step of your journey with us is clear, focused, and aligned with our mutual goals for success, all facilitated through our innovative Customer Interface.

Contributed by:
Shachar Avrahami

Processes & programs

Shachar Avrahami is the VP of Product & Strategy at EverAfter, where he helps companies transform how they engage customers through scalable customer programs. With over a decade of experience studying and implementing customer success strategies, Shachar has developed a deep understanding of what makes programs impactful.

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Build Your Autonomous Customer Org

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Contributed by: Shachar Avrahami

Shachar Avrahami is the VP of Product & Strategy at EverAfter, where he helps companies transform how they engage customers through scalable customer programs. With over a decade of experience studying and implementing customer success strategies, Shachar has developed a deep understanding of what makes programs impactful.

Shachar Avrahami Get template
Processes & programs
112

Contributed by: Shachar Avrahami

Shachar Avrahami is the VP of Product & Strategy at EverAfter, where he helps companies transform how they engage customers through scalable customer programs. With over a decade of experience studying and implementing customer success strategies, Shachar has developed a deep understanding of what makes programs impactful.

Shachar AvrahamiGet template
Processes & programs
111