diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md
index 652228a485..0cc47298c9 100644
--- a/handbook/customer-success/README.md
+++ b/handbook/customer-success/README.md
@@ -126,6 +126,16 @@ Business reviews are conducted quarterly or bi-annually to ensure initial succes
 3. After the business review, save the presentation as a PDF and share it with your customer.
 
 
+### Close out a completed customer promise
+
+Customer promises are contractually obligated feature requests, with guaranteed completion in specific timeframes. These are always represented in a signed contract with the customer. Document the completion of a customer promise through the following steps:
+1. When a customer promise is thought to be complete, Fleet's product team will reach out and ask the assigned CSM for confirmation from the customer.
+2. Once notified, reach out to your customer and schedule a meeting to review the work that has been done, and to make sure it meets their requirements.
+3. At the end of the customer promise review meeting, tell your customer that you will be sending over an email going over the discussion and completion of their promise.
+4. Get a verbal agreement from your customer to respond to that follow up email, with a confirmation that the promise was completed in a satisfactory manner.
+5. Once you have received email confirmation of the completed promise, you may then close out the related issue in GitHub.
+
+
 ### File a customer bug report
 
 Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure to do the following: