Customer Success
Customer Success is the third pillar of the go-to-market funnel, alongside Marketing and Sales. Where Marketing creates demand and Sales converts it, Customer Success keeps and grows the revenue after close.
The flow mirrors the right side of the Lead-to-Revenue funnel: a Closed-Won customer enters Onboarding & Activation, becomes a retained account, expands through Upsell / Cross-sell and Renewals, and (when done well) generates Expansion Revenue — the compounding part of GTM.
Pages:
- Onboarding — activation and first value.
- Retention — keeping accounts healthy and engaged.
- Upsell & Cross-sell — growing account size and breadth.
- Renewals — re-signing the relationship.
- Expansion — net new revenue from existing accounts.
Handoff from Sales
Section titled “Handoff from Sales”Customer Success takes over at the moment of Closed-Won. A clean handoff from Sales (deal context, promises made, decision-makers, success criteria) is what makes the difference between an onboarding that activates and one that stalls. See the Lead-to-Revenue funnel for the end-to-end picture, including this handoff.