Customer Success

Your Partner for AI-Ready Orchestration & Operational Transformation

From first login to enterprise scale, the Itential Customer Success team partners with you at every milestone – accelerating time to value, building internal expertise, and ensuring your automation journey delivers measurable business outcomes.

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The Itential Customer Success Difference

Our Customer Success program goes beyond support. We deliver a structured, outcome-driven partnership that helps you operationalize orchestration, expand automation adoption, and accelerate AI-ready infrastructure operations at scale.

Dedicated Expertise

Every customer is paired with a CSM who tracks your jou
ey and aligns Itential to your goals.

Technical Depth

Customer Success Engineers provide hands-on enablement and practical guidance directly in your environment.

Proactive Engagement

Regular cadence meetings and roadmap planning keep your automation initiatives on track before issues arise.

Outcome-Focused

We track adoption, use-case delivery, and value realization so you can prove ROI and scale.

Your Success Journey

A Structured Path From Activation to Scale

Every customer begins with a structured 6–8 week activation program designed to get your team productive quickly. You’ll build foundational platform skills, deliver early automation wins, and establish a repeatable path to scale.

Get Productive in Weeks, Not Months

Weekly live sessions led by Itential experts, recorded for replay. Hands-on work aligned to your environment and priorities, with best-practice patterns you can reuse across use cases.

Weeks 1–2: Platform Foundations

Understand portfolio architecture, the difference between automation and orchestration, and build forms, configuration templates, and data manipulation skills in Desig Studio.

Weeks 3–4: Workflow & Gateway

Build AI-driven workflows that operate across any network environment. Connect and execute Python, Ansible, and OpenTofu assets via Automation Gateway.

Weeks 5–6: Operations & Admin

Connect and execute automations via Operations Manager. Understand connectivity, adapters, and platform configuration essentials.

Weeks 7–8: Configuration & Lifecycle

Maintain golden configuration and compliance plans through Configuration Manager. Take workflows to the next level by tracking state with Lifecycle Manager. (Requires application subscription)

Success Tiers

Choose the Level of Partnership That Fits Your Goals

Every Itential customer receives our Standard Success tier. For teams ready to accelerate, our Development Success tier provides deeper engagement and dedicated resources.

Dedicated CSM

Bi-weekly cadence meetings, automation roadmap planning, and progress tracking aligned to your goals.

Enablement Portal

Submit session requests on specific topics – “How do I implement error handling?” “Walk me through Config Manager for my use case” – with response within 5 business days.

Early Access

Beta programs and wireframe reviews so you can influence the product roadmap before general release.

Self-Service Resources

Full access to Itential Academy, product documentation, video tutorials, and the support portal for technical issues.

Standard Tier

Standard Success: Included with Every Platform License

Every Itential customer receives dedicated CSM support, structured roadmap planning, and full access to enablement resources – from day one, at no additional cost.

Dedicated Customer Success Engineer

An assigned platform expert who knows your design, architecture, and goals – with bi-weekly technical enablement sessions tailored to your automation backlog and priority assistance on complex implementation questions.

Professional Services Hours

150 hours of seasoned Itential engineering support for solution design, platform upgrades, optimization, and ad-hoc development – no formal SOWs required.

Enhanced Business Reviews

Semi-annual Joint Business Reviews with strategic alignment sessions focused on business value attainment and prioritization guidance based on ROI potential.

Flexible Expansion

Purchase additional 50-hour PS blocks as needed, up to 500 hours per year.

Development Tier

Development Success: For Teams That Want to Move Faster

Everything in Standard, plus a dedicated Customer Success Engineer, Professional Services hours, and enhanced business reviews – this premium tier is designed for teams scaling their automation programs.

Why Partner with Itential

Compare Plans to See What Fits Your Business

Every customer starts with Standard. Teams ready to accelerate can add the Development tier for deeper technical engagement and dedicated resources.

Standard (Included) Get Started

Development (Premium) Get Started

Capability

Dedicated Customer Success Manager

Bi-weekly CSM Cadence Meetings

Enablement Portal Access

Early Access to Beta Features

Itential Academy & Documentation

Product Support (per MSA)

Dedicated Customer Success Engineer

Bi-weekly Technical Enablement Sessions

150 Professional Services Hours

Semi-Annual Business Reviews

Additional PS Hour Blocks Available

Standard (Included) Get Started

Development (Premium) Get Started

Capability

Dedicated Customer Success Manager

Bi-weekly CSM Cadence Meetings

Enablement Portal Access

Early Access to Beta Features

Itential Academy & Documentation

Product Support (per MSA)

Dedicated Customer Success Engineer

Bi-weekly Technical Enablement Sessions

150 Professional Services Hours

Semi-Annual Business Reviews

Additional PS Hour Blocks Available

The onboarding program got our team productive in weeks instead of months. We went from zero automations to delivering our first use case before the program even ended.

Network Automation Lead

Enterprise Customer

Meet Your Success Team

The people behind your partnership – dedicated experts who combine strategic guidance with deep platform knowledge to keep your automation program moving forward.

Customer Success Manager (CSM)

Your strategic partner and primary point of contact. Manages your enablement roadmap, tracks adoption progress, and ensures your automation initiatives align with business objectives.

Customer Success Engineer (CSE)

Platform experts who deliver technical enablement and hands-on guidance. They understand the Itential Platform inside and out and help your teams solve real-world challenges in your environment.

Professional Services Engineers

For Development tier customers, our PS engineers bring deep expertise in workflow development, integration design, and platform optimization – augmenting your team’s capacity when you need it most.

Ready to Accelerate Your Automation Journey?

Talk to our Customer Success team to explore the Development tier or get help with your current program. Existing customers can access the support portal directly.

Talk to Customer Success