Operations

Customer Success

The organisational function responsible for ensuring customers achieve their desired outcomes with the product, driving retention and expansion.

Customer success is a proactive discipline — unlike support, which reacts to problems, CS teams anticipate risk and engineer outcomes. Customer success managers are assigned to a book of accounts and responsible for ensuring those customers are using the product effectively, expanding their usage over time, and renewing at the end of their contract. The CS function is measured on net revenue retention, churn rate, and expansion bookings. Great CS teams develop deep product expertise and strong customer relationships, positioning them to identify upsell opportunities that feel like advice rather than selling. In companies with high ACV enterprise customers, CS is a revenue-generating function as much as a retention one. In high-volume SMB businesses, CS must be scalable through automated health monitoring, lifecycle emails, and in-product guidance rather than one-to-one attention.