You’ve probably heard customer success mentioned a lot lately, but what exactly is it? Customer success is a relatively new concept in the business world, but it’s already gaining a lot of traction. Simply put, customer success is the process of ensuring that your customers achieve their desired outcomes. It’s all about ensuring that your customers are happy and successful–not just when they first sign up, but long term. Keep reading to learn more about customer success and how you can use it to better serve your customers.

What is customer success?

Customer success is all about understanding and meeting your customers’ needs. It’s a strategic, customer-centric way of thinking that focuses on delivering value to your customers and helping them achieve their desired outcomes. Customer success teams work with customers to identify their goals and make sure they’re getting the most out of your product or service. They track customer engagement and usage data to make sure they’re getting the most value from your product. And they work with other departments to make sure customers receive the best possible experience, from pre-sales to post-sales support. In short, customer success is all about making sure your customers are happy and successful with your product or service.

How to measure customer success

One of the most essential aspects of customer success is being able to measure it. This way, you can track your progress and ensure that you’re continuing to deliver value to your customers. There are several ways to do this. One popular method is through surveys and feedback forms. You can also track things like customer engagement, retention rates, and how often they use your product or service. This information can help you identify potential areas of improvement and determine what’s working well for your customers. With this knowledge, you can continue to provide the best possible experience and ensure that your customers are happy and satisfied.

Key metrics for customer success

There are three key metrics that you should track to ensure customer success: customer health, engagement, and retention. Customer health is determined by factors such as usage, feature adoption, and product satisfaction. Engagement includes activities such as customer visits, account creation, and support interactions. And finally, retention is measured by how often customers stick around (churn rate) and how much they spend (lifetime value). Collecting data on these metrics will help you understand how your customers are using your product and what you can do to keep them happy and coming back for more.


Customer success is a relatively new term in the business world, but it’s quickly gaining popularity because of its many benefits. In summary, customer success is the proactive effort to ensure that customers are happy and successful with your product or service. By using customer success, you can improve customer retention, create more satisfied customers, and even increase your revenue. And the best part is that it’s easy to get started! After reading this article, you should have a basic understanding of what customer success is and how you can start using it to improve your business.