In customer success everything starts and ends with value.
Value is tied to outcomes, outcomes require understanding, understanding requires adoption, adoption requires presence and presence requires awareness.
This is your true customer (user) journey. Getting to adoption is getting halfway to the goal.
As a CSM you need to support your customer to achieve all of these stages.
The secret to defining your approach is to start by truly understanding how you provide value and working back to define how you therefore need to work with your customer to ensure they achieve all of the pre-requisites.
The secret to delivering your approach is to work forward through these stages ensuring you set out a clear path for your customer, have valid metrics to monitor progress at each stage and have best practices available to drive results at every stage of their journey.