# The post-sales customer journey

*Agentforce Sales Foundations Study Guide · Customer Success · Last updated October 16, 2026 · https://www.certifyforce.com/study-guide/agentforce-sales-foundations/customer-success/the-post-sales-customer-journey*

The three stages of the customer lifecycle (Buy, Get started, Grow), what a rep does in each, and how to hand a new customer to Customer Success so nobody starts over.

- Certification: Salesforce Agentforce Sales Foundations
- Exam section: Customer Success
- Study guide: https://www.certifyforce.com/study-guide/agentforce-sales-foundations

**Official exam objective:**

> Identify post-sales customer journey.

## What the exam expects

- Place a customer in the right lifecycle stage (Buy, Get started, Grow) from what they say, and pick the rep's focus for that stage.
- Explain how a customer success manager differs from the support team.
- Choose the information sales should hand to Customer Success after a deal closes.
- Communicate post-sales expectations: who the customer's contact is and which milestones come next.

Key terms:
- **Customer experience (CX)**: the sum of what happens at every interaction and touchpoint with your company.
- **Customer lifecycle**: the stages a customer goes through as they build a relationship with your business.
- **Customer success manager (CSM)**: the person who anticipates customer needs and proactively addresses challenges.
- **Handoff**: the organized transfer of a new customer from sales to Customer Success.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Lifecycle stages | Buy, Get started, Grow (three stages) | [Customer Experience Lifecycle](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/understand-the-customer-experience-lifecycle) |
| Get started focus | Set clear expectations; provide support, training and partnership | [Customer Experience Lifecycle](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/understand-the-customer-experience-lifecycle) |
| Grow focus | Innovative solutions, adoption programs and tools, customers share their stories | [Customer Experience Lifecycle](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/understand-the-customer-experience-lifecycle) |
| CSM vs support | CSMs address challenges proactively; support addresses issues as they arise | [Partner with Customer Success](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/partner-with-customer-success) |
| Handoff content | Why they bought, replacement, ROI measure, goals, contacts, obstacles | [Partner with Customer Success](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/partner-with-customer-success) |
| Shared timeline | Sales and CS share a milestone timeline with the customer | [Partner with Customer Success](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/partner-with-customer-success) |
| Best return | More business from existing accounts; lowest is waiting for the phone to ring | [Dig Deeper into Relationship Selling](https://trailhead.salesforce.com/content/learn/modules/relationship-selling/dig-deeper-into-relationship-selling) |

## Check yourself

- Which three stages make up the customer lifecycle?
- When a customer has just signed a contract, what should the rep focus on?
- Why does a customer have both a success manager and a support team?
- Why should sales tell Customer Success how the customer will measure ROI?

## Sources

- [Customer Success for Sales: Understand the Customer Experience Lifecycle](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/understand-the-customer-experience-lifecycle)
- [Customer Success for Sales: Partner with Customer Success](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/partner-with-customer-success)
- [Cert Prep: Explore Customer Success](https://trailhead.salesforce.com/content/learn/modules/cert-prep-salesforce-certified-sales-representative/explore-customer-success)
- [Relationship Selling: Dig Deeper into Relationship Selling](https://trailhead.salesforce.com/content/learn/modules/relationship-selling/dig-deeper-into-relationship-selling)
- [Customer Success for Sales: Center the Customer](https://trailhead.salesforce.com/content/learn/modules/customer-success-for-sales/center-the-customer)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 5 linked practice questions, and unlimited timed mock exams are included with the Agentforce Sales Foundations pack (USD $19): https://www.certifyforce.com/practice-exams