The customer-success motion most B2B miss
Most CS teams firefight churn. The high-leverage move is making sure the customer became successful in the first 30 days — and proving it to them.
Customer success is almost always defined as preventing churn. By the time CS is involved, the relationship has already started drifting. The better motion is far earlier — designing the first 30 days so that success becomes inevitable.
Define the success moment
Every product has one: the moment the customer experiences the value they paid for. Until they hit it, they're at risk. After they hit it, they renew. CS's job is to drive every account to that moment as fast as possible.
Make success visible
Once they've reached the moment, send them a summary. Show them the hours saved, the deals closed, the data cleaned. People don't renew because of a feature — they renew because they remember what they got.
Churn is what happens when the customer forgot what they bought.