Customer Success is no longer just a support function—it's a strategic growth driver that ensures customers achieve their desired outcomes while using your product or service. However, its definition and implementation can vary greatly across industries and companies.
In this discussion, we’d love to hear how your organization defines Customer Success. Is it about onboarding, engagement, retention, upselling, or a combination of all? How is your CS team structured to deliver value?
Equally important—how do you measure the success of Customer Success? Do you rely on metrics like NPS, Customer Health Score, Net Revenue Retention, or Churn Rate? Or do you have unique, organization-specific KPIs?
Share your frameworks, tools, challenges, and wins. Let’s learn from each other on how to make Customer Success a central pillar of business growth.
