Customer Success
Customer success (CS) is the discipline of proactively ensuring customers achieve their desired outcomes with your product. It's the function that owns post-sale relationship health, retention, and expansion.
CS vs support vs sales
- Sales — sells the product
- Support — reactively resolves tickets
- Success — proactively drives outcomes
- Operations — the underlying workflow plumbing that lets all three function
CS team responsibilities
- Onboarding new customers
- Running QBRs and EBRs
- Tracking customer health
- Identifying expansion opportunities
- Renewing contracts
- Acting as the voice of customer back to product
Metrics CS owns
NRR, GRR, churn rate, expansion rate, time-to-value, NPS/CSAT, customer health score, renewal forecast accuracy.
How BlueHill helps CS teams
Status reports, interaction timelines, customer health views, and onboarding templates give CSMs the operational picture they need without spending half their day in spreadsheets.
Related: Customer operations · QBR · NRR · Churn