How do you define Enterprise Customer Success? How do you think about measuring the health of an Enterprise customer against other cohorts?

Enterprise Customer Success is the act of guiding enterprise customers through the customer journey to maximize ROI. It is the best and only way to fulfill the promises of the first sale, leading to renewals and earning the right to expansion.

All CS practices measure things like:

• Licenses assigned

• Log ins

• Usage of features

• Tickets submitted

Enterprise practices will also look at these factors to determine health:

• Is the relationship multithreaded at all levels?

• Is the customer reporting back their end results (which often lie outside your solution)?

• Is the customer open to building a Center of Excellence?

• Is the customer speaking about us to peers?

• Are the results of our product in alignment with corporate goals?