Digitalization and increased demands for sustainability are forcing the manufacturing industry to explore new ways to remain competitive. Customer Success Management (CSM) is a relatively new management approach that has its roots in the Software as a Service (SaaS) industry but has been introduced to many other industries lately. It helps companies to enable their customers being successful with the sold solution and to build long-term relationships. However, literature does not provide comprehensive guidance for the implementation of this management approach. This article is based on a literature review and a single case study of the de:karb project that is located in the German steel manufacturing industry. The study provides an overview of current activities in the project and suggests improvements based on the CSM approach. Furthermore, the observations and results from literature are used to develop the following four guiding principles: continuous value creation, systematic data analysis, trust-based and long-term relationships, and a company-wide mindset. Therefore, this article offers new insights for academics and practitioners regarding the implementation of CSM and sustainability in the manufacturing industry.