Situation
Following a reorg, a Customer Success team at a global technology company needed to establish its purpose and reputation within an increasingly product-led organization.
The team was delivering meaningful customer and business impact, but that value wasn’t consistently visible to senior leaders and cross-functional partners. Wins often stayed within individual teams, and there was no shared story connecting the work to broader business priorities.
Leadership needed a repeatable way to show the value Customer Success was creating and build greater visibility and influence across the organization.
Action
Keenan Reid designed an Impact Amplification Playbook to help teams consistently articulate and amplify the value of their work.
As part of this work, we:
- Defined a shared identity and messaging pillars to create a consistent narrative across the organization.
- Built a messaging and channel framework connecting individual wins to business priorities, audiences, and the right communication channels.
- Created a communications operating model, content calendar, and amplification approach to make sharing impact repeatable rather than ad hoc.
- Developed LinkedIn and Viva Engage strategies with a 90-day activation roadmap for leadership.
Results
The organization gained a practical system for turning Customer Success impact into greater visibility and influence across the business.
Leaders and teams had a consistent story for communicating their value, clear guidance on which wins to amplify and where to share them, and a 12-month content plan to keep the organization visible over time.
The playbook also coordinated internal and external channels to extend the reach of customer wins, thought leadership, and strategic priorities across the enterprise and broader market.
