Manufacturing companies are constantly increasing their efforts in the subscription business, also known asproduct-as-a-service business, offering usage and outcome based solutions (value-in-use) instead oftransactional services and products (value-in-exchange). Customers are becoming contractual subscribers ofthe solution in return for recurring, performance-related payments. To address arising, inevitable challengeslike (1) reducing customer churn, (2) increasing usage intensity and outcome quality, (3) ensuring theadoption of product and software releases as well as (4) fostering customer loyalty, leading manufacturingcompanies are setting up a new organizational, customer-facing unit, called Customer Success Management(CSM). This unit has its origins in the software-as-a-service business, operating next to established entitieslike sales, key account management and customer service. Since there are currently no holistic models foran end-to-end description of CSM-tasks in the manufacturing industry, this paper contributes to a taskoriented reference model, using a grounded theory approach, examining both manufacturing and softwarecompanies. Containing a reference framework with 8 main tasks, 17 basic tasks and 76 elementary tasks, thereference model supports manufacturing companies in adapting and customizing a company-specific CSMconcept.