Customer Success
Definition
A proactive business function dedicated to ensuring customers achieve their desired outcomes while using your product, driving retention and expansion.
Customer Success teams work with customers post-sale to drive onboarding, adoption, and ongoing value realization. Unlike reactive customer support, CS is proactive -- identifying at-risk accounts before they churn and uncovering expansion opportunities. CS managers (CSMs) use health scores, usage data, and regular check-ins (QBRs) to maintain and grow relationships. Strong CS functions are a primary driver of net revenue retention.
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FAQ
What does Customer Success mean?
Customer Success teams work with customers post-sale to drive onboarding, adoption, and ongoing value realization. Unlike reactive customer support, CS is proactive -- identifying at-risk accounts before they churn and uncovering expansion opportunities. CS managers (CSMs) use health scores, usage data, and regular check-ins (QBRs) to maintain and grow relationships. Strong CS functions are a primary driver of net revenue retention.
What are the best Customer Success tools?
Top tools related to Customer Success: Intercom, Crisp, Zendesk, Freshdesk, Freshdesk.