Customer Success Glossary
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The Ultimate Customer Success Glossary
Customer Success has its own language—and misalignment around terminology creates confusion, inefficiency, and missed opportunities.
The Ultimate Customer Success Glossary is a comprehensive reference designed to help CS teams build shared understanding across terms, metrics, roles, and concepts used throughout the customer lifecycle.
This resource brings clarity to the language of Customer Success so teams can communicate more effectively, make better decisions, and operate from a common foundation.
What’s Included
A curated, alphabetized glossary covering:
Core Customer Success concepts and terminology
Common CS roles, responsibilities, and ownership models
Retention, churn, expansion, and revenue metrics
Customer lifecycle stages and journey language
Health scores, signals, and engagement indicators
Onboarding, adoption, renewals, and advocacy terms
CS tooling, automation, and operational concepts
Each definition is written in clear, practical language—designed for real-world use, not theory.
What This Helps You Do
Create shared language across CS, Sales, Product, and Leadership
Onboard new hires faster and more confidently
Reduce miscommunication around metrics and expectations
Improve alignment in QBRs, planning, and forecasting discussions
Elevate CS maturity across the organization
Who This Is For
Customer Success Managers and Leaders
CS Operations and Enablement teams
Sales, Product, and RevOps partners working with CS
New hires ramping into Customer Success
Organizations standardizing CS language and metrics
Why This Works
As Customer Success matures, clarity matters more than buzzwords.
This glossary provides a single source of truth for the language that drives execution, accountability, and outcomes—making it easier for teams to move in the same direction.
Format:
Downloadable PDF
Use it to:
Build CS fluency
Enable teams and leaders
Align language, metrics, and expectations
Instant download.
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