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What is Customer Success? A Beginners guide

What is Customer Success? A Beginner's guide

As a software company, your success is directly tied to the success of your customers. That's where customer success comes in. Customer Success is not just a buzzword; it's a strategic approach to ensuring that your customers achieve their desired outcomes while using your product or service.

Why is Customer Success important?

Customer Success is crucial for the long-term growth and profitability of your software company. Here are some stats to highlight its importance:

1. According to research by Gartner, 80% of a company's future revenue will come from just 20% of its existing customers. Customer Success focuses on retaining and expanding those existing customer relationships.

2. A study conducted by Forrester found that increasing customer retention rates by just 5% can lead to a 25% to 95% increase in profits. By helping your customers achieve success, you increase their loyalty and reduce churn.

3. The Harvard Business Review reported that it can cost up to five times more to acquire a new customer than to retain an existing one. By investing in Customer Success, you can drive customer satisfaction, build strong relationships, and reduce customer acquisition costs.

What does a Customer Success Manager do?

A Customer Success Manager (CSM) is responsible for ensuring that customers are achieving their desired outcomes when using your software. Here are some key responsibilities of a CSM:

1. Onboarding: A CSM helps customers get started with your software, providing training and guidance to ensure a smooth transition.

2. Relationship Building: CSMs build strong relationships with customers, taking the time to understand their goals, challenges, and pain points.

3. Proactive Support: CSMs proactively reach out to customers to offer assistance, identify opportunities for improvement, and provide ongoing support.

4. Success Planning: CSMs work closely with customers to define their goals, develop success plans, and track their progress towards achieving those goals.

Key Metrics for Customer Success

In order to measure the success of your Customer Success efforts, it's important to track the right metrics. Here are some key metrics to consider:

1. Customer Satisfaction Score (CSAT): CSAT measures how satisfied your customers are with your product or service. It is usually measured through surveys or feedback forms.

2. Net Promoter Score (NPS): NPS measures the likelihood of your customers recommending your product or service to others. It is a good indicator of customer loyalty and advocacy.

3. Customer Churn Rate: Churn rate measures the percentage of customers who cancel or stop using your software. Keeping this number low is crucial for sustainable growth.

4. Expansion Revenue: Expansion revenue measures the additional revenue generated from existing customers through upsells, cross-sells, or upgrades.


Customer Success is not just a department within your software company; it's a mindset and a strategic approach to delivering value to your customers. By prioritizing Customer Success, you can drive customer satisfaction, retention, and revenue growth. Remember, your success depends on the success of your customers.

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