“Customer success (CS) is the process of ensuring that your customers achieve their desired outcomes while using your company’s products and services,” Sumeru Operating Partner Pejman Pourmousa explained on the Scaling with Sumeru podcast.
“Customer Success can have a wide umbrella, so it’s more than just customer success managers. It can roll up several functional groups, and these are all the different functional groups I’m lucky enough to get to work with every day.
“Customer success management or account management, who does upsell and cross-sell. Professional services, renewals, bringing in those subscriptions year over year, and technical support. A lot of folks have customer success engineers and customer success operations.
“If you take all those groups, customer success ensures you have a proactive team that builds and maintains long-term customer relationships by providing support, guidance, and value.”
The 5 pillars of customer success include:
- Customer
- Financial
- Practice
- Employees
- Enablement
Learn more about customer success