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Customer Success
Purpose
The Customer Success (CS) function at FlowFuse is responsible for ensuring customers successfully adopt, operate, and realize ongoing value from FlowFuse after purchase.
Customer Success owns post-sale engagement with the goal of driving durable adoption, renewal readiness, and long-term customer outcomes.
Customer Success exists to protect and grow customer value over time, ensuring that commercial commitments translate into real-world impact.
Scope and Responsibilities
Customer Success owns:
- Customer onboarding and initial adoption
- Ongoing engagement and relationship management
- Monitoring customer health, usage, and risk
- Renewal readiness and retention planning
- Identification of expansion signals and value opportunities
- Customer advocacy and reference development
- Post-sale coordination across internal teams
Customer Success is accountable for adoption, retention, and customer health, not for closing new commercial deals.
Customer Success–Owned Processes
Customer Success owns the following post-sale processes:
- Customer onboarding framework
- Adoption planning and enablement
- Health monitoring and risk management
- Renewal planning and retention strategy
- Expansion signal identification and internal handoff
- Customer advocacy and reference development
Detailed process documentation will be added as these processes are formalized.
Collaboration Model
Customer Success works in close partnership with other functions in the Commercial Organization:
-
Sales Department
Owns commercial negotiation, expansion sales, and renewals.
CS provides context, health signals, and recommendations to inform commercial discussions. -
Solution Engineering
Supports advanced use cases, technical validation, and ongoing solution optimization. -
Professional Services
Collaborates on scoped delivery and enablement where additional services accelerate adoption. -
Sales Partnerships
Coordinates where partners are involved in post-sale delivery or customer support.
Customer Success does not negotiate contracts or pricing but plays a critical role in ensuring customers are prepared for renewal and expansion discussions.
Engagement Principles
Customer Success engagements are guided by the following principles:
- Focus on customer outcomes, not feature usage alone
- Proactively identify and address adoption risk
- Maintain clear ownership and accountability
- Surface expansion opportunities as signals, not pitches
- Act as a trusted advisor to the customer
Metrics and Accountability
Customer Success effectiveness is measured by:
- Customer health and engagement indicators
- Renewal rates and churn reduction
- Time-to-value and adoption milestones
- Customer satisfaction and advocacy
- Quality of handoff and collaboration with Sales
Tools and Systems
Customer Success primarily uses:
- CRM and customer health tracking systems
- Usage and adoption analytics
- Documentation and knowledge-sharing tools
- Communication and meeting platforms
Detailed tool usage is documented separately.
How This Page Is Used
This page defines what Customer Success owns.
Detailed execution guidance is documented in:
- Customer Success process documentation
- Enablement and onboarding materials
- Cross-functional playbooks
This separation keeps ownership clear while supporting tight collaboration across the Commercial Organization.