Customer Success (CS)
The function responsible for ensuring customers achieve their desired outcomes with a product, driving retention and expansion. CS shifts the relationship from reactive support to proactive value delivery.
Related terms
Net Promoter Score (NPS)
A loyalty metric based on how likely customers are to recommend a product on a 0–10 scale, scored as promoters minus detractors. NPS is a simple, widely used proxy for customer sentiment.
Customer Satisfaction (CSAT)
A metric capturing how satisfied customers are with a specific interaction or the product overall, usually via a short rating survey. CSAT is most useful for measuring discrete experiences like support or onboarding.
Onboarding
The process of getting a new customer set up and successful with a product. Effective onboarding accelerates time to value and is one of the strongest predictors of retention.
Upsell
Selling an existing customer a higher tier or additional capacity of what they already use. Upsell is a major source of expansion revenue and net revenue retention.
Cross-Sell
Selling existing customers complementary products or modules beyond their initial purchase. Cross-sell deepens the relationship and increases account value.
Health Score
A composite metric that summarizes how likely a customer is to renew, churn, or expand based on usage, engagement, and support signals. Health scores help CS teams prioritize proactive outreach.
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