Customer Success
A business function focused on ensuring customers achieve their desired outcomes using your product.
Customer Success is a proactive, relationship-focused approach to ensuring customers achieve their desired outcomes.
**Customer Success Responsibilities:**
• Onboarding and implementation • Training and adoption • Health monitoring • Business reviews • Renewal management • Expansion identification • Advocacy development
**CS vs. Support:**
• **Support**: Reactive, issue-focused • **Success**: Proactive, outcome-focused
**Customer Success Metrics:**
• Net Revenue Retention • Customer Health Score • Time to Value • Product adoption rates • NPS and CSAT • Renewal rate • Expansion revenue
**Customer Health Scoring:**
• Product usage and engagement • Support ticket trends • Stakeholder relationship strength • Contract and billing status • Business outcome achievement
**CS Operating Models:**
• High-touch (dedicated CSMs) • Low-touch (scaled programs) • Tech-touch (automated engagement)
Related Terms
Churn Rate
The percentage of customers or revenue lost over a given time period.
Net Revenue Retention (NRR)
A metric measuring revenue retained from existing customers including expansion and contraction.
Customer Lifetime Value (CLV)
The total revenue a business can expect from a single customer account throughout their relationship.