Customer Success

Role in Repeatable
Customer Success formalizes processes to ensure new clients smoothly transition from sales to onboarding. CS tracks usage metrics, regularly checks in with clients, and offers structured QBRs (Quarterly Business Reviews).

Objectives
The chief objective is retention. CS wants to reduce churn and drive expansions or upsells where possible. They compile playbooks for addressing common customer challenges and build internal processes to scale support.

Areas of Specialization
You may split the CS team by account size or sector. A dedicated renewals team might appear. You also start employing customer health scores, automations for check-ins, and more rigorous NPS or CSAT (Customer Satisfaction) surveying.