Every business wants to keep its customers. But customer retention doesn’t happen by accident. It takes consistent effort, timely support, and a proactive mindset. That’s where customer success teams come in. These teams aren’t just there to solve problems. They help customers get value, stay longer, and grow with your company.
1. Companies with dedicated customer success teams see a 27% higher customer retention rate on average
Why this matters
Retention is everything. Getting new customers is costly, but keeping them is where real profit lies. When companies invest in customer success teams, they build deeper relationships. These teams understand customers’ needs and help them reach their goals. As a result, customers stick around.
What you should do
Start by hiring a dedicated customer success team—even if it’s just one person. This role should focus on making sure customers succeed after they sign up. Their main goal isn’t to sell. It’s to listen, support, and ensure value is delivered.
If you already have a support team, don’t confuse them with customer success. Support solves problems. Success guides customers before problems show up.
Set retention goals and track them monthly. Ask yourself: are customers renewing? Are they growing their usage? Do they feel supported?
You can use basic tools like customer health scores or onboarding progress checklists to track how well your team is doing.
Remember, a 27% boost in retention isn’t small. It means more revenue, more referrals, and less pressure to constantly chase new leads.
2. 72% of high-growth SaaS companies have a formal customer success department
Why this matters
Growth isn’t random. Fast-growing SaaS companies know that keeping existing customers happy is as important as gaining new ones. That’s why nearly three out of four high-growth companies have made customer success a core part of their business.
What you should do
Don’t wait until you’re big to build a success department. Build it to become big.
Create a clear structure. Decide who reports to whom. Define responsibilities. Should your CSMs handle onboarding? Upselling? Renewals? Don’t leave this unclear.
Use this department to gather feedback. They are on the front lines. They hear what customers like, what frustrates them, and what makes them leave.
Turn that feedback into action. Improve your product. Adjust your messaging. Create better help docs.
Most importantly, let your CS team own metrics. Give them targets—like reducing churn by 10%, or improving product adoption within 90 days.
By making customer success a full department, not just a task on someone’s plate, you send a clear message: we care about long-term customer value.
3. Organizations that prioritize customer success report 21% higher upsell revenue
Why this matters
Upselling isn’t about pushing more features. It’s about offering more value. When customer success teams focus on helping customers grow, those customers are more likely to buy more from you. That’s why upsell revenue is higher in companies that prioritize customer success.
What you should do
Train your success team to identify opportunities, not to sell. That means understanding customer goals. If a customer is hitting limits or facing new challenges, that’s a sign they might benefit from an upgrade.
But don’t pitch right away. Instead, offer guidance. Show them how others solved similar problems using your product’s advanced features. Share data if you have it.
Use milestones. For example, when a customer reaches their first success with your product, it’s a great time to check in. Ask if their needs have changed.
Make it natural. No scripts. Just conversations focused on goals.
Also, build bridges between your CS and sales teams. Let CS handle the relationships. Let sales step in when it’s time to close.
When customer success drives the upsell, it feels helpful—not pushy. And that’s how you get 21% more upsell revenue.
4. 86% of customers say a good onboarding experience is key to staying with a company
Why this matters
The first 30 days set the tone. If customers feel lost, unsupported, or confused early on, they are far more likely to leave. Onboarding isn’t just about teaching features. It’s about building confidence and trust.
What you should do
Create a step-by-step onboarding plan. Show users how to reach their first success quickly. Don’t overwhelm them with everything at once.
Use short emails, in-app tips, or videos to guide them. Keep each step simple. Celebrate progress.
Assign a dedicated CSM during onboarding, especially for high-value accounts. This gives the customer a point of contact and shows that you’re invested in their success.
Make sure your onboarding flows include quick wins. What can they achieve in the first session? The first week? Success builds momentum.
Collect feedback after onboarding. What confused them? What worked well? Use that to refine the process.
Remember, 86% of customers decide early whether they’ll stay. Make that first impression count.
5. 77% of companies with customer success teams report reduced churn within the first year
Why this matters
Year one is where most churn happens. It’s also where most customer success efforts should be focused. When customers are new, they need support, encouragement, and proof that your product solves their problems.
What you should do
Segment your customers. Understand who is most likely to churn early and why. Is it due to poor onboarding? Misaligned expectations? Low usage?
Create playbooks for the first 90 days. Your CS team should guide new customers through key milestones. Don’t assume they’ll explore the product on their own.
Check in regularly. Don’t wait for issues. Reach out with tips, best practices, and simple questions like “How’s it going so far?”
Offer group sessions or webinars. New users often benefit from shared learning.
Also, analyze why customers leave in year one. Is it pricing? Is it missing features? CS teams can gather this data and help other departments fix it.
With strong CS support in that critical first year, you can turn potential churn into long-term loyalty.
6. Customer success-driven companies see 32% higher net revenue retention
Why this matters
Net revenue retention is a powerful number. It tells you how much revenue you’re keeping and growing from your existing customers—even after accounting for churn. A 32% boost here means your current customers are not only staying, but also expanding their spend.
What you should do
Start by making net revenue retention (NRR) a key metric for your CS team. Train your team to think long-term. Their job isn’t just to avoid churn—it’s to help customers grow with you.
Introduce quarterly reviews. Sit down with your customers and talk about goals, product usage, and future needs. These conversations are where upsell and cross-sell moments often begin.
Ensure customers are using the full value of your product. If they’re only using one feature, they’re not getting the full experience. This puts renewals at risk. Create usage reports and offer training or check-ins to fill those gaps.
Also, tie NRR to performance bonuses if you can. When your CS team is aligned with revenue growth, their efforts are more focused.
Ultimately, it’s not just about keeping customers. It’s about helping them win more—so they keep coming back for more.
7. 65% of CSMs report that proactive engagement reduces cancellation requests by over 20%
Why this matters
Many cancellations don’t happen because customers hate your product. They happen because customers feel ignored or lost. When CSMs reach out first, before problems become deal-breakers, cancellation requests drop.
What you should do
Build a schedule for proactive outreach. Don’t wait for support tickets. Instead, reach out at key moments—after onboarding, during usage dips, or right before renewal dates.
Set calendar reminders for regular check-ins. Even a two-minute email asking “How’s everything going?” can make a big difference.
Monitor usage patterns. If someone’s usage drops sharply, reach out. Don’t assume they’re just busy. They may be stuck or considering leaving.
Train your CSMs to spot early warning signs. These might include delayed onboarding, missed logins, low feature adoption, or unanswered emails. When CSMs act on these quickly, they can prevent churn.
And finally, keep the tone light and friendly. Proactive doesn’t mean robotic. A helpful tone can bring someone back from the edge of cancellation.
8. 58% of customers say they would have stayed longer if they had better post-sale support
Why this matters
Sales can bring people in, but what keeps them is support—especially after the contract is signed. Customers don’t expect perfection. They expect responsiveness, clarity, and care. Without that, they leave.
What you should do
Map your post-sale experience. What happens after someone signs? Are they left alone? Do they know who to contact? Do they get guidance?
Introduce a clear post-sale handoff from sales to CS. The customer should know who their CSM is right away and how to reach them.
Create a welcome email that includes next steps, helpful links, and contact information. Make it warm and simple.
Offer live onboarding calls if possible, especially for larger accounts. This sets the tone for strong support from day one.
Make your support team visible and accessible. Don’t hide behind forms or delayed replies.
Track customer satisfaction not just during sales, but throughout the post-sale journey. The faster you act, the longer they’ll stay.
9. Businesses that invest in CS see 33% faster time-to-value for new customers
Why this matters
Time-to-value (TTV) is the time it takes a customer to get real benefit from your product. The faster they experience value, the more likely they are to stay and grow. A 33% faster TTV means happier customers, quicker wins, and lower churn.
What you should do
First, define what “value” looks like for your product. Is it launching a campaign? Uploading their first data set? Making their first sale? Make that outcome your north star.
Then design your onboarding to get them there—fast. Don’t introduce every feature. Just get them to their first win.
Use guided tours or videos to walk users through the basics. Offer help articles, but don’t expect customers to read long manuals.
Set up your CSMs to offer quick check-ins. A 15-minute call early on can save weeks of confusion later.
Measure time-to-value for each segment of customers. Are larger clients taking longer? Are certain industries moving faster? Use that data to refine your flow.
Remember, fast value builds confidence—and confident customers stick around.
10. 80% of churned customers say their issues could have been resolved with better communication
Why this matters
Churn is often preventable. Many customers don’t leave because the product is bad—they leave because they feel ignored or misunderstood. Clear, timely, and open communication is your best retention tool.
What you should do
Audit your communication. Are you reaching out consistently? Are you following up after key moments, like onboarding or renewal?
Train your CS team to listen more than they talk. Ask open-ended questions. Understand the real reason behind a complaint.
Don’t let issues sit. Respond quickly—even if it’s just to say “We’re looking into it.”
Avoid silence. If a customer feels forgotten, they will start shopping for alternatives. Even simple status updates can reassure them.
Use multiple channels. Some prefer email, others prefer Slack or Zoom. Meet them where they are.
Build templates for common issues, but never sound robotic. Personalization makes people feel heard.
Keep a customer feedback log. When communication improves, retention improves right along with it.
11. Companies with NPS tracking by CS teams see 18% lower churn rates
Why this matters
Net Promoter Score (NPS) is more than a vanity metric. When tracked and used well, it becomes an early warning system. Companies that take NPS seriously—and act on it—see real results, including less churn.
What you should do
Start by having your CS team own the NPS process. They are closest to the customer and best positioned to act on the feedback.
Send NPS surveys at key touchpoints—after onboarding, after support interactions, and just before renewals.
Make sure the follow-up is immediate. If someone gives a low score, reach out. Find out what went wrong and how you can fix it.
Tag responses by theme. Are you hearing the same feedback again and again? Pass that insight to your product and marketing teams.
Don’t just reward high scores. Celebrate the feedback that helps you grow.
Use NPS to segment accounts. Promoters may be ready for expansion. Detractors need attention. CS teams can prioritize accordingly.
Over time, this structured feedback approach leads to stronger relationships—and fewer exits.
12. 60% of customers say regular health checks influence their renewal decisions
Why this matters
Health checks are like wellness visits for your customers. They help you spot risks before they turn into problems. And for 60% of customers, these check-ins are the reason they renew.
What you should do
Set up a schedule for health checks. Depending on the customer size, this could be monthly, quarterly, or semi-annually.
Keep the format simple. Review usage data, discuss goals, and ask for feedback. What’s working? What’s not?
Use a clear scorecard. Track things like login frequency, feature adoption, support tickets, and survey feedback. Share this with the customer—transparency builds trust.
Don’t wait for them to book it. Take the lead. Show that their success is your priority.
Record the takeaways and share action items. Follow through. When customers feel like you’re truly invested in their success, they’re far more likely to renew.
13. 47% of companies saw a 10%+ improvement in retention after introducing QBRs
Why this matters
Quarterly Business Reviews (QBRs) aren’t just meetings. They’re one of the most effective ways to check in with customers, align on goals, and demonstrate ongoing value. Nearly half of the companies that introduced QBRs saw a meaningful retention lift—and that’s not by chance.
What you should do
Start simple. You don’t need slides and dashboards right away. The key is structure and relevance. Use the QBR to revisit the customer’s original goals and show progress.
Talk about what’s working. But also discuss what needs fixing. Being honest builds trust. Don’t turn it into a product pitch. Make it a success strategy session.
Highlight metrics that matter to them—not just your usage data. Tie product outcomes to their business goals.
Ask forward-looking questions. What are their plans for the next quarter? How can you support them better? These insights help you build stronger roadmaps.
Follow up with a written recap and action plan. Make it feel like a partnership, not a status call.
As these reviews become habit, your customers will feel seen, heard, and supported—and much more likely to stay.
14. 54% of renewals are directly influenced by the customer success manager’s relationship
Why this matters
People buy from people—and they renew because of them too. Over half of renewals hinge on the relationship built by the CSM. That makes your CS team more than just a support function. They’re the face of your brand after the sale.
What you should do
Train your CSMs on relationship-building. This goes beyond being friendly. It’s about trust, follow-through, and being a strategic partner.
Encourage regular, low-pressure communication. Don’t only show up when something goes wrong or when renewal is near. Build rapport year-round.
Celebrate customer wins. Did they hit a milestone? Launch a product? Even a short congratulatory message strengthens the bond.
Be consistent. Turnover in CS roles hurts retention. If possible, keep the same CSM with a client for as long as possible. Continuity builds confidence.
Help your CSMs balance empathy and business goals. Strong relationships don’t mean giving in—it means helping customers succeed, even when tough conversations are needed.
A trusted CSM becomes the reason a customer sticks around—and that’s a relationship worth investing in.
15. CS teams that collaborate with sales see a 23% higher cross-sell success rate
Why this matters
Customer success and sales often operate in silos, but when they work together, great things happen. Cross-sells become more natural, more relevant, and more successful. That’s because CS knows what customers need—and sales knows how to package and deliver it.
What you should do
Create shared goals between CS and sales. Let CS identify opportunities and sales handle pricing and closing. Each team plays to their strength.
Use regular syncs to share account insights. Is a customer hitting limits? Struggling with a specific workflow? That’s a signal for a relevant cross-sell.
Create warm handoffs. When CS introduces sales, it feels helpful—not intrusive. Customers are more open when someone they trust is guiding the conversation.
Train both teams to talk in terms of outcomes. Don’t focus on features—focus on solving real problems.
Track cross-sell conversions by team effort. Celebrate wins together. The more these teams align, the more natural cross-sells feel—and the more revenue you generate.
16. Companies that assign a dedicated CSM to accounts under $50K ARR see 12% lower churn
Why this matters
It’s easy to prioritize big accounts. But mid-sized and smaller customers matter too. Many churn simply because they feel forgotten. Assigning a CSM—even to lower-tier accounts—can dramatically reduce churn.
What you should do
Consider a pooled or segmented CSM model. One CSM can handle multiple smaller accounts if there’s a clear system and touchpoint schedule.
Use automation to assist. Send check-in emails, product tips, or milestone nudges at scale—but follow up with human support when needed.
Track engagement. If usage drops, your CSM should reach out immediately—even if it’s just to ask if everything’s okay.
Make smaller customers feel important. A personal message or quick call shows that you care, even if they’re not your largest deal.
Assigning someone to be their advocate can make all the difference—and keep that customer from slipping away.
17. 78% of companies say churn dropped after introducing customer journey mapping in CS
Why this matters
Customer journey maps help you understand what your customers are going through—every step of the way. Without this, you’re guessing. With it, you’re guiding. And that kind of clarity leads to lower churn.
What you should do
Start by identifying key stages: onboarding, adoption, value realization, renewal. For each stage, define what success looks like—and what can go wrong.
Build a journey map based on actual customer behavior, not assumptions. Use product data, survey responses, and CS feedback to shape it.
Use this map to guide your CS playbooks. What should the CSM do at each stage? What should the customer experience feel like?
Identify friction points. If many users drop off before using core features, your journey needs adjustment.
Make the map visible across teams—sales, product, support. Everyone should understand the customer’s path.
When your CS team knows where the customer is in their journey, they can deliver the right message, at the right time—and keep them moving forward.
18. 63% of CSMs report that product usage data helps reduce churn by over 15%
Why this matters
You can’t manage what you can’t see. Product usage data gives CSMs visibility into customer health. Without it, they’re flying blind. With it, they’re taking action before problems become permanent.
What you should do
Integrate product usage tracking into your CS dashboard. Track key actions—not just logins, but meaningful behaviors like feature usage or integration completions.
Build customer health scores that combine usage data, support history, and survey feedback. Use these scores to prioritize outreach.
Set alerts. If usage suddenly drops, the CSM should get a ping and follow up. Quick action often prevents silent churn.
Use usage data during QBRs and check-ins. Show the customer where they’re succeeding—and where they could get more value.
Most importantly, don’t just collect data. Act on it. When you pair insight with outreach, you get results—and you keep customers longer.
19. 49% of companies say CS-led onboarding reduced customer frustration significantly
Why this matters
First impressions matter. If onboarding is confusing, your product starts with a black mark. When customer success leads onboarding, it becomes smoother, faster, and far more human.
What you should do
Make onboarding a priority task for CS—not an afterthought. Train CSMs to walk customers through setup in a way that’s simple and tailored.
Use live sessions if possible. A 30-minute call can replace hours of back-and-forth emails or videos.
Create onboarding templates or guides for each segment. A small startup doesn’t need the same journey as a large enterprise.
Keep messaging clear. Don’t overwhelm with features—focus on core outcomes. Help them get that first win, fast.
Follow up. Ask how the onboarding felt. Was it easy? Where did they get stuck? Use the feedback to refine your process.
The smoother the start, the better the relationship—and the lower the frustration and risk of churn.
20. CS involvement post-sale increases customer lifetime value by an average of 25%
Why this matters
Customer lifetime value (CLTV) is the ultimate measure of success. When CS teams stay involved after the sale, customers stick around longer, spend more, and advocate more. That’s a 25% gain you can’t afford to miss.
What you should do
Create a clear post-sale workflow that includes CS from day one. Don’t wait for onboarding to end—get CS involved as soon as the contract is signed.
Keep a pulse on usage, sentiment, and outcomes. Share updates with the customer regularly, showing how they’re progressing.
Invite CS to collaborate with marketing and product. Use customer stories and pain points to improve messaging and roadmap direction.
Reward CS for long-term success metrics, not just quick wins. When they focus on delivering lasting value, CLTV naturally grows.
Treat every customer interaction as a relationship—not a transaction. When customers feel supported throughout their journey, they’ll stay for the long haul.
21. 38% of companies reported customer feedback gathered by CS improved product roadmap success
Why this matters
Your customer success team is on the frontlines. They talk to customers every day. When companies actively collect and apply CS feedback to shape their product roadmap, they end up building things that customers actually want—and this improves adoption, satisfaction, and ultimately retention.
What you should do
Create a system for collecting feedback. Don’t rely on scattered notes or memory. Use a CRM or feedback tool to log patterns and quotes from conversations.
Hold monthly meetings between CS and product. Let CSMs share what they’re hearing. It’s even more useful when feedback is grouped by issue or feature.
Don’t just pass along complaints. Highlight the “why” behind each request. Is it causing churn? Is it blocking adoption? That context makes the input more actionable.
Close the loop with customers. If you implement something based on their input, let them know. That makes them feel valued—and builds loyalty.
Over time, this loop between CS and product helps create a roadmap that serves real-world users, not internal assumptions.
22. 70% of customers say responsiveness of the CS team is key to renewal
Why this matters
Speed matters. When customers reach out with a question or concern, they don’t want to wait. If your CS team responds quickly and clearly, customers feel supported—and that often becomes the deciding factor when it’s time to renew.
What you should do
Track your CS response times. Use SLAs if necessary. Set internal targets for first response and resolution times—especially for high-value accounts.
Use templates for common answers, but personalize them. The goal is to be fast, but still feel human.
Invest in shared inboxes or communication tools that let multiple CSMs jump in quickly when needed.
Let customers know what to expect. Even an automated message that says “We’ll follow up within 12 hours” is better than silence.
Responsiveness isn’t just about speed. It’s also about tone and clarity. Train your team to explain things simply, with empathy and focus.
When customers know they can rely on you, they’re much more likely to stick around.
23. Churn is 40% lower among customers who regularly engage with their CSM
Why this matters
Engagement builds trust. When customers regularly interact with their CSM, they’re not just using the product—they’re building a relationship with your company. That bond leads to loyalty—and much lower churn.
What you should do
Create a contact schedule. Map out when CSMs should check in with each customer. Even a 10-minute touchpoint each month can make a difference.
Make the conversations useful. Don’t just ask “How’s it going?” Share insights, tips, or ideas that help them succeed.
Offer multiple channels for engagement. Some customers prefer email. Others may respond better to video calls, shared Slack channels, or even SMS.
Track engagement in your CRM. If a customer hasn’t had a CS touchpoint in 60+ days, they’re at risk. That’s your trigger to reach out.
Also, encourage informal touches—birthday wishes, company wins, or a quick check-in after a product update. These small gestures add up.
The more engaged the customer feels, the more connected they become—and that connection keeps them from leaving.
24. 67% of companies using CS-driven segmentation reduced at-risk accounts by over 20%
Why this matters
Not all customers are the same. Some need more attention. Others are thriving. When CS teams use segmentation to prioritize their efforts, they can prevent churn more efficiently—and focus their time where it matters most.
What you should do
Segment your customers based on behavior and risk. Use factors like product usage, time since last login, support tickets, and NPS scores.
Create “at-risk” profiles. If a customer meets multiple risk factors, they should go into a higher-touch engagement plan.
Develop different playbooks for each segment. A high-usage customer needs growth advice. A low-usage customer needs re-engagement tactics.
Monitor changes in segment status. If someone moves into or out of an at-risk category, your CS team should be alerted.
Make sure your entire team knows what each segment means—and what actions to take.
This kind of targeting helps you catch churn before it happens—and strengthens the accounts that need you most.
25. 55% of CS leaders say early-warning systems directly led to retention improvements
Why this matters
The earlier you spot trouble, the easier it is to fix. Early-warning systems help your CS team act before a customer is lost. They turn data into decisions—and those decisions reduce churn.
What you should do
Identify early signals. These might include login drop-offs, lower feature usage, missed onboarding steps, or negative survey responses.
Set up alerts based on these signals. Use tools that notify the assigned CSM when a customer hits a risk threshold.
Create specific action plans. If usage drops by 50%, what should the CSM do? Have a standard protocol that’s easy to follow.
Combine tech with human judgment. Not every flag means churn is coming—but they should all lead to a quick check-in.
Review flagged accounts in weekly team meetings. This keeps everyone focused on prevention, not just reaction.
When your CS team is always one step ahead, retention becomes a lot more manageable.
26. 46% of customers renew primarily because of their relationship with the CS team
Why this matters
Renewal is emotional as much as rational. When customers feel a strong connection with their CSM, they’re more forgiving of flaws—and more likely to renew. That personal connection turns your product into a partnership.
What you should do
Encourage your CS team to be more than support reps. They should be advisors, advocates, and even friends in some cases.
Keep communication regular and relevant. The more touchpoints you create, the stronger the bond becomes.
Train CSMs to remember personal details—not just business goals. Mentioning a birthday, a big launch, or a team milestone makes people feel valued.
Don’t underestimate the power of being helpful. When customers feel like their CSM truly cares, they’re more likely to stick with you—even if a competitor knocks on the door.
Ultimately, people don’t renew contracts. They renew relationships.
27. Companies that automate parts of CS workflows see 19% more renewal efficiency
Why this matters
Customer success work is important—but not all of it requires a human. Automating repetitive tasks gives your team more time for high-value conversations, which improves efficiency and leads to faster renewals.
What you should do
Start with email sequences. Automate onboarding emails, check-in reminders, and renewal notices. Make sure they still feel personal.
Use scheduling tools for QBRs and calls. Let customers book time based on availability instead of endless back-and-forth.
Set automated triggers based on product activity. If a customer finishes onboarding or activates a feature, send a nudge or a tip.
Track renewal pipelines. Use dashboards to monitor which accounts are up for renewal and where each one stands in the process.
Freeing up your CS team’s time helps them focus on strategic support—which in turn drives more successful renewals.
28. 61% of executives say CS-led initiatives drive more long-term value than marketing campaigns
Why this matters
While marketing can bring attention, it’s CS that turns attention into lasting value. Executives are realizing that the real growth engine is retention—and that engine runs on customer success.
What you should do
Build a case for CS in strategic planning sessions. Show how improved retention and upsells drive more reliable revenue than campaigns chasing new leads.
Track customer lifetime value by CSM engagement level. Show the link between strong CS work and actual dollars.
Pitch CS-led programs—like onboarding refreshes or loyalty initiatives—as growth plays, not just support projects.
Use customer stories and case studies gathered by CS to boost your brand credibility. These narratives are often more powerful than ad copy.
Position your CS team as a growth partner, not a cost center. The data backs it—and so should your strategy.29. 74% of customers who rated their CSM as “excellent” renewed their contracts
Why this matters
A great CSM changes everything. When customers rate their success manager highly, they renew. It’s that simple. That rating is a leading indicator for retention.
What you should do
Collect feedback on CSM performance regularly. Use short surveys after major touchpoints. Keep the questions clear and focused.
Coach your team on communication, empathy, and follow-through. These soft skills often matter more than deep product knowledge.
Let high-performing CSMs mentor others. Peer learning is one of the fastest ways to improve quality across the board.
Recognize and reward top performers. Highlight customer comments and celebrate wins publicly within the team.
If a customer gives poor feedback, follow up. Use it as a learning moment—not punishment, but a path to better service.
The more “excellent” ratings you gather, the better your renewals will be.
30. On average, companies that invest heavily in CS infrastructure outperform their peers by 31% in retention KPIs
Why this matters
Tools, training, and systems aren’t optional—they’re essential. Companies that build serious CS infrastructure see clear returns. A 31% bump in retention KPIs means more revenue, better forecasting, and less churn stress.
What you should do
Invest in the basics. Use a solid CRM, a customer success platform, and onboarding automation tools. These systems save time and reveal insights.
Build structured training programs. Teach your CS team how to handle objections, drive adoption, and foster loyalty.
Hire operations support. A CS Ops function can handle reporting, process design, and tooling—freeing CSMs to focus on relationships.
Use scorecards to monitor team performance. Don’t just track activity—track outcomes like retention, upsells, and satisfaction.
The more you invest in the success of your customers—and the teams that serve them—the more successful your company becomes.
Conclusion
Retention isn’t a mystery. It’s the result of consistent, thoughtful, and strategic effort. And customer success teams are the ones driving it. These 30 stats prove that CS isn’t a cost—it’s a growth engine.
Whether you’re just getting started or scaling fast, now is the time to double down on customer success. Because when your customers win, so do you.
