A Beginner's Introduction to Customer Success


Jamie Robson

10/30/20232 min read


Customer success has become a crucial aspect of business operations, particularly for B2B SaaS companies. It involves ensuring that customers achieve their desired outcomes by utilising a product or service effectively. In this beginner's guide, we will explore the fundamentals of customer success, its significance for B2B SaaS companies, and the key metrics and processes involved in managing customers.

What is Customer Success?

Customer success is a proactive approach to customer management that goes beyond traditional customer support. It involves understanding customers' goals, challenges, and expectations, and helping them achieve success through the effective use of a product or service.

How Does Customer Success Help?

Customer success plays a crucial role in the growth and sustainability of B2B SaaS companies. By focusing on customer success, these companies can:

  • Drive customer satisfaction and loyalty

  • Reduce customer churn and increase retention rates

  • Identify upselling and cross-selling opportunities

  • Gain valuable insights for product development and improvement

Key Metrics

When it comes to managing customers, certain key metrics help measure their success and identify areas for improvement. Some of the essential metrics include:

  • Customer Churn Rate: This metric measures the percentage of customers who cancel their subscriptions or stop using the product/service within a specific time frame. A high churn rate indicates underlying issues that need to be addressed. You can also look at revenue churn, which looks at products/services being removed.

  • Net Promoter Score (NPS): NPS measures customer loyalty and satisfaction by asking customers to rate their likelihood of recommending the product/service to others. A higher NPS indicates a higher level of customer satisfaction and loyalty. There are multiple ways to measure this, NPS is just one.

  • Customer Lifetime Value (CLTV): CLTV measures the total revenue a customer generates throughout their relationship with the company. It helps determine the profitability of each customer and identify opportunities for upselling and cross-selling.

Processes for Managing Customers

Customer success involves various processes aimed at ensuring customer satisfaction and long-term success. Some of the key processes include:

  • Onboarding: A smooth onboarding process helps customers get started with the product/service quickly and effectively. It involves providing training, resources, and support to ensure customers understand the value and functionality of the product/service.

  • Proactive Support: Instead of waiting for customers to reach out with issues, customer success teams proactively identify and address potential challenges. This can include regular check-ins, providing educational content, and offering personalized recommendations.

  • Renewals and Upsells: Customer success teams play a crucial role in renewing customer contracts and identifying opportunities for upselling and cross-selling. By demonstrating the value of the product/service and understanding customers' evolving needs, they can drive revenue growth.


Customer success is a fundamental aspect of B2B SaaS companies. By focusing on customer success, these companies can drive customer satisfaction, reduce churn, and identify growth opportunities.

Key metrics such as churn rate, NPS, and CLTV help measure customer success, while processes like onboarding, proactive support, and renewals ensure long-term customer satisfaction. Implementing effective customer success strategies can significantly contribute to the success and growth of B2B SaaS companies.