Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

The book that put customer success on the map. Nick Mehta, Dan Steinman, and Lincoln Murphy wrote the first comprehensive guide to the discipline that has since reshaped how SaaS companies think about growth, retention, and the post-sale customer relationship.

Why Start Here

This is where Mehta’s thinking about customer success crystallized into a complete framework. Co-authored with Gainsight’s chief customer officer Dan Steinman and growth consultant Lincoln Murphy, the book lays out ten “laws” of customer success, each illustrated with examples from companies like Salesforce, HubSpot, and Oracle. It covers everything from why the subscription model made customer success inevitable to the practical mechanics of health scoring, segmentation, and churn prediction.

What makes this the right starting point is that it gives you both the why and the how. Mehta and his co-authors explain the economic forces behind the shift to recurring revenue, then show you exactly what a customer success organization looks like, how it measures progress, and where it fits within the broader company. The writing is clear and accessible, aimed at leaders who need to act, not just understand.

What to Expect

A well-structured 256-page guide that covers the full scope of customer success as a business discipline. No technical background needed. You will come away understanding not just what customer success is but why it has become essential to modern business, and how to start building it in your own organization.