CS (Customer Success)

Customer Success (CS) is the business function responsible for ensuring that customers achieve their intended outcomes with a product, and that the vendor relationship generates long-term, expanding value for both parties. Unlike traditional support — which responds to problems — Customer Success is proactive: CS managers monitor adoption, engage stakeholders regularly, identify expansion opportunities, and intervene before issues escalate to churn risk. CRM is the operational backbone of a Customer Success team: health scores, product usage data, renewal dates, support case history, and executive relationship tracking all live in the CRM and shape how CS managers prioritize their account portfolios and plan their engagement.