Definition
A team function focused on proactively helping customers achieve their goals with a product, in order to drive retention and expansion.
Why it matters for growth
Customer success shifts a company from reactive support to proactive retention, catching at-risk accounts before they decide to churn.
Example
A CS manager reaches out to an account whose usage dropped 40% in a month, well before their renewal date arrives.
FAQ
- What is Customer Success (CS)?
- A team function focused on proactively helping customers achieve their goals with a product, in order to drive retention and expansion.
- Why does Customer Success (CS) matter for growth?
- Customer success shifts a company from reactive support to proactive retention, catching at-risk accounts before they decide to churn.
- What is an example of Customer Success (CS)?
- A CS manager reaches out to an account whose usage dropped 40% in a month, well before their renewal date arrives.