In the fiercely competitive landscape of technology and services companies, customer success management has emerged as a critical function for driving sustainable growth and profitability. This paper proposes a framework that elucidates the value of customer success management by highlighting its direct impact on key business metrics and customer outcome achievement. The framework encompasses metrics that help proactive communication and share a story of value, and continuous value delivery to ensure customer satisfaction, retention, and expansion. By adopting this value-based approach, technology and services companies can leverage metrics that better track the value of customers’ success while also leveraging those same metrics to develop a loyal customer base that acts as a powerful growth engine.