What does “success” in customer success look like?
Usually it’s a relatively easy questions to answer - “our customers stick around” (retention) our “customers don’t leave” (churn) “we sell more stuff to our customers” (upsells / crossells).
This is definitely true and improving metrics like this should be key objectives of any CS team. However, churn, retention and increasing the install base are not very effective goals to focus on day to day.