Can you share an example of CS Ops framework that worked for you?

One example of a Customer Success Operations framework is the "Customer Success Management Framework" developed by Gainsight. The framework includes five key components:

1. Strategy: This component includes defining the overall customer success strategy, including identifying customer segments, defining key performance indicators (KPIs), and setting goals for customer retention and growth.
2. People: This component includes building and managing a customer success team, including roles and responsibilities, hiring and training, and ongoing performance management. Note that people go beyond just CSMs. People should also include CS ops, digital CS, enablement and training.
3. Process: This component includes creating and implementing customer success processes, including onboarding, risk management, digital success customer health monitoring, and renewal/upsell processes.
4. Technology: This component includes selecting and implementing customer success technology, such as customer relationship management (CRM) and customer success platforms, to support the overall strategy and processes.
5. Data: This component includes tracking and analyzing customer data, including usage data, engagement with your team, customer feedback, and financial data, to measure the success of the overall strategy and processes and make informed decisions.

It is worth noting that the framework is flexible and it can be adapted to different business models, industry, and company size. It also should be aligned with the overall company strategy and business goals.