---
title: Explore Customer Success Management
description: Customer Success Management enables technology industry providers to create a structured onboarding experience, define and track objectives, outcomes, milestones, and plans to achieve shared goals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-explore.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer Success Management]
---

# Explore Customer Success Management

Customer Success Management enables technology industry providers to create a structured onboarding experience, define and track objectives, outcomes, milestones, and plans to achieve shared goals.

**Important:** Account Lifecycle Events has been renamed to Customer Success Management in Zurich.

The following diagram shows the different tasks involved in the Customer Success Management life-cycle that can be managed by this application.

\[Omitted image "account-lifecycle-onboard-cvm-workflow.png"\] Alt text: Account Lifecycle Events Features

Customer Success Management features include the following:

-   Onboarding: Understand customer needs and expectations and define a repeatable, transparent workflow that can be followed during the onboarding process.
-   Engagement: Track success objectives, milestones, and verify that outcomes are met.
-   Adoption: Position how to make the most out of the products available and take steps to improve product usage.
-   Monitoring: Monitor product and service usage along with other key metrics such as KPIs and identify renewal and expansion opportunities.
-   Expansion: Assist sales and account teams in identifying renewal and expansion opportunities.

## Customer Success Management features

-   [Account onboarding](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-playbook-overview.md): Create a structured onboarding experience while enabling collaboration and transparency with internal and external stakeholders during the onboarding process.
-   [Customer success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-events-customer-success-about.md): Track success objectives, outcomes, help mitigate risks, and identify opportunities for expansion and renewal.