Fig. 01 · Glossary
Customer Success
Also known as CS, Customer Success Management
Definition
Customer success is the post-sale operating function that helps customers realize value, adopt the product or service, renew, expand, and avoid preventable churn. In recurring-revenue businesses, customer success is a revenue-protection function, not a support wrapper.
Customer success fails when it becomes reactive support with a renewal quota. The function needs clear ownership of onboarding, adoption, executive alignment, risk escalation, and expansion handoff.
Retention quality is one of the cleanest signals of whether growth is durable.
Human Renaissance glossary · operator-grade definitions · Research methodology
