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.
The Itential Customer Success Difference
At Itential, we believe your success is our success. 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 Customer Success Manager (CSM) who understands your business goals, tracks your automation journey, and ensures alignment between Itential capabilities and your desired outcomes.
Technical Depth
Our Customer Success Engineers (CSEs) are platform experts who work alongside your teams – providing hands-on enablement, technical guidance, and practical problem-solving in your environment.
Proactive Engagement
We don’t wait for problems. Through regular cadence meetings, progress reviews, and roadmap planning, we anticipate your needs and keep your automation initiatives on track.
Outcome-Focused
We measure success by results, tracking adoption, use-case delivery, and value realization so you can prove ROI and scale with confidence.
Your Success Journey
A Structured Path From Activation To Scale
Get Productive in Weeks, Not Months
Every customer begins with a structured 6 to 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.
What You’ll Learn:
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Week 1: Automation vs. Orchestration
Understand portfolio architecture and how automation and orchestration differ.
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Week 2: Design Studio Fundamentals
Build forms, configuration templates, and manipulate data.
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Week 3: Workflow Building
AI-driven workflows operate across any network environment, from cloud to on-prem, service provider to enterprise.
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Week 4: Automation Gateway (IAG)
AI models optimize performance and resource allocation while Itential scales automation across the entire network.
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Week 5: Operations Manager
Connect and execute Python, Ansible, and Open Tofu assets.
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Week 6: Admin Essentials
Understand connectivity, adapters, and platform configuration.
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Week 7: Configuration Manager*
Target configuration consistency through maintaining backups, Golden Configuration and Compliance Plans.
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Week 8: Lifecycle Manager*
Take your workflows to the next level by tracking state.
*Requires application subscription
Program Highlights:
- Weekly live sessions led by Itential experts (recorded for replay)
- Hands-on work aligned to your environment and priorities
- Best-practice patterns you can reuse across use cases
- A clear path from onboarding to production execution
By the end of activation, your team will be ready to independently build and run automations in production, with a repeatable operating model for scaling orchestration and delivering measurable value.
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.
Standard Success Tier (Included)
Standard for all Itential Customers, Included with Platform License
CSM Partnership
- Bi-weekly cadence meetings with your dedicated Customer Success Manager
- Automation roadmap planning and progress tracking
- Guidance on best practices and platform optimization
Enablement Portal Access
- Submit enablement requests directly through our portal
- Request sessions on specific topics: “How do I implement error handling?” “Walk me through Config Manager for my use case”
- Response within 5 business days from your CS team
Early Access & Innovation
- Beta Programs: Get hands-on with emerging capabilities before general release.
- Wireframe Reviews: Preview upcoming features and provide feedback that shapes the final product.
Early access participants directly influence how we build the future of infrastructure automation.
Resources & Documentation
- Full access to Itential Academy self-paced training
- Product documentation and video tutorials
- Support portal for technical issues
Development Success Tier (Premium)
For Teams That Want to Move Faster & Go Further
Everything in Standard, Plus:
Dedicated Customer Success Engineer (CSE)
- An assigned platform expert who knows your design, architecture, and goals
- Bi-weekly technical enablement sessions tailored to your automation backlog
- Priority assistance with complex implementation questions
Dedicated Professional Services Hours
- Seasoned Itential engineers supporting solution design alongside your team
- Assistance with platform upgrades and optimization
- Ad-hoc development support, up to 150 hours – no formal SOWs required
Enhanced Business Reviews
- Semi-annual Joint Business Reviews
- Strategic alignment sessions focused on business value attainment
- Prioritization guidance based on ROI potential
Flexible Expansion
- Purchase additional 50-hour blocks as needed (up to 500 hours/year)
Compare Plans to See What Fits Your Business
| Capability | Standard (Included) | Development |
|---|---|---|
| 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 |
Meet Your Success Team
The People Behind Your Partnership
Customer Success Manager (CSM)
Your CSM is your strategic partner and primary point of contact. They manage your enablement roadmap, track adoption progress, coordinate resources, and ensure your automation initiatives align with business objectives.
Customer Success Engineer (CSE)
CSEs are 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.
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
Ready To Accelerate Your Automation Journey?
For questions or to explore the Development tier.
For existing customers needing technical support.
Looking for Professional Services? Click here.