Customer Success Terms

The percentage of customers who purchase an additional product or module beyond the initial purchase, measuring multi-product adoption.

The percentage of customers (logo churn) or revenue (revenue churn) lost in a given period.

The reduction in monthly recurring revenue from existing customers due to downgrades, seat reductions, or discount increases.

A metric that measures how easy it is for customers to interact with a company, resolve issues, or achieve their goals with the product.

A composite metric combining product usage, support tickets, NPS, engagement frequency, and contract data to predict a customer's likelihood to renew or churn.

The process of recovering failed subscription payments through automated retry logic, customer notifications, and payment method update prompts.

The additional monthly recurring revenue generated from existing customers through upsells, cross-sells, and plan upgrades.

Revenue growth from existing customers through upsells, cross-sells, seat additions, and usage increases. Expansion revenue is the engine behind net revenue retention above 100%. Companies with strong expansion motions can grow even with moderate new logo acquisition because existing customers spend more over time.

The percentage of recurring revenue retained from existing customers excluding expansion. Measures pure churn and contraction.

The total revenue a business expects to earn from a customer over the entire relationship. Often expressed as LTV:CAC ratio (3:1+ is healthy).

The percentage of customer accounts retained over a period, regardless of revenue changes within those accounts. Measures the breadth of churn independent of deal size.

A customer satisfaction metric that measures how likely customers are to recommend your product to others, scored from -100 to +100. Calculated by subtracting the percentage of detractors (0-6 rating) from the percentage of promoters (9-10 rating). NPS is a leading indicator of retention, expansion, and referral potential.

The total revenue from a cohort of customers at the end of a period compared to the start, including expansion, contraction, and churn. Functionally equivalent to NRR, often used interchangeably.

The percentage of recurring revenue retained from existing customers after accounting for churn, contraction, and expansion. Above 100% means expansion outpaces churn.

The structured process of getting a new customer from signed contract to first value. Includes implementation, training, data migration, and success planning. Poor onboarding is the leading predictor of early churn.

A structured meeting between a CSM and customer to review outcomes, usage, ROI, and roadmap. A core retention and expansion mechanism.

The percentage of contracts that renew at the end of their term. Can be measured by logo count or dollar value.

How quickly a new customer reaches their first meaningful outcome after signing. Shorter TTV correlates with higher retention and expansion.