CS

CS Enablement

Customer Success Enablement is the strategic process of providing Customer Success teams with the essential tools, knowledge, and resources required to drive customer adoption, satisfaction, and retention in today's dynamic Go-To-Market environments. This involves continuous training on product updates, effective value messaging, customer engagement strategies, and leveraging data-driven insights to proactively address customer needs. By empowering teams with up-to-date best practices and information, organizations enhance the overall customer experience, accelerate time-to-value, and build lasting customer loyalty, which together contribute to sustained revenue growth and business expansion.

Related KPIs

Metric	Description
Check-In Impact Score	Check-In Impact Score measures the correlation between customer success check-ins and positive business outcomes (e.g., retention, expansion, product usage). It helps quantify the value of proactive account engagement.

CS Ops

This activity centers on building, optimizing, and scaling processes, systems, analytics, and tools that empower customer-facing teams to deliver value throughout the customer lifecycle. Key responsibilities include data management, workflow automation, reporting, health scoring, playbook creation, and facilitating feedback loops among product, sales, and customer success teams. By aligning cross-functional teams and enabling data-driven decisions, Revenue Enablement Operations ensures efficient onboarding, engagement, retention, expansion, and renewal of customers. These efforts ultimately drive sustainable revenue growth.

Related KPIs

Metric	Description
Churn Risk Score	Churn Risk Score is a predictive metric that estimates the likelihood of a customer canceling or downgrading within a given period. It helps identify at-risk accounts for proactive retention efforts.
Proactive Support Engagement Rate	Proactive Support Engagement Rate measures the percentage of users who respond to or engage with support initiatives before submitting an issue or ticket. It helps track the effectiveness of preemptive support and self-service education.

CS Outreach

Customer Success Engagement involves proactive and strategic outreach by Customer Success (CS) teams to ensure customers realize value from a product or service at every stage of their lifecycle. This includes personalized interactions such as onboarding assistance, adoption guidance, usage optimization, and regular health checks, all tailored to the customer’s specific needs and objectives. By fostering strong relationships and delivering ongoing support, Customer Success Engagement drives product adoption, increases retention, and uncovers opportunities for expansion or advocacy. Ultimately, this activity is essential for aligning the company’s value proposition with customer outcomes and long-term satisfaction.

Related KPIs

Metric	Description
Time to Expansion Signal	Time to Expansion Signal measures the average time it takes for an account or user to exhibit clear behavior that indicates readiness or potential for upsell, cross-sell, or plan expansion. It helps identify product maturity timing and sales opportunity windows.

CS Playbooks

Customer Success Enablement Guides are structured resources that present proven strategies, workflows, and best practices to drive customer adoption, retention, and expansion. These guides offer actionable frameworks for Customer Success teams to ensure consistent and scalable engagement at each stage of the customer journey, including onboarding, renewal, and upsell processes. By capturing institutional knowledge and standardizing processes across teams, Enablement Guides help organizations optimize customer outcomes, foster alignment, and accelerate value realization.

Related KPIs

Metric	Description
Activation-to-Expansion Rate	Activation-to-Expansion Rate measures the percentage of activated accounts that go on to expand—typically by adding users, upgrading plans, or increasing usage. It helps assess whether activation is leading to monetization and account growth.
Contract Renewal Rate	Contract Renewal Rate measures the percentage of expiring customer contracts that are renewed within a given period. It helps track customer retention, revenue continuity, and CS performance.

CS Prioritization

Customer Engagement Prioritization involves systematically identifying, segmenting, and ranking customers or accounts based on factors such as strategic value, growth potential, product adoption, and risk level. This approach is essential for aligning resources and actions with business objectives. By leveraging data-driven insights, teams can focus on high-impact accounts, proactively address churn risks, and maximize expansion opportunities. Effective prioritization empowers customer-facing teams to deliver personalized experiences, optimize engagement at key touchpoints, and efficiently scale their efforts across diverse customer segments.

Related KPIs

Metric	Description
Customer Health Score	Customer Health Score (CHS) is a composite metric used to evaluate the likelihood of a customer renewing, upselling, or churning. It typically combines multiple data points related to product usage, satisfaction, engagement, and support interactions into a single, actionable score.

CS QBRs

"Customer Success Business Reviews (CSBR) are structured, periodic meetings between a company’s customer success team and its clients. The main goals of these sessions are to review the customer’s business objectives, assess product adoption and value realization, and align on mutual goals for ongoing success.

During a CSBR, teams typically: - Share usage analytics and performance metrics - Discuss strategic initiatives and future plans - Gather client feedback to address concerns or suggestions - Co-develop action plans to maximize value and support growth

These reviews serve as essential touchpoints for strengthening relationships, identifying expansion opportunities, mitigating risks, and ensuring customers derive maximum value from the solution. By fostering open communication and collaboration, CSBRs play a vital role in driving retention and supporting long-term customer success."

Related KPIs

Metric	Description
Referral-Driven Expansion Revenue	Referral-Driven Expansion Revenue measures the amount of expansion revenue (upsells, cross-sells, or seat growth) that originates from referred customers or accounts. It helps track the long-term revenue impact of referral-acquired users.