The CSM Dictionary

A

Annual Recurring Revenue (ARR)

Adoption

Annual Contract Value (ACV)

At-Risk Account

B

Book of Business

C

Champion

Churn

Customer Success Manager

Contraction

Customer Lifetime Value (CLV)

D

Downsell

E

Executive Sponsor

Executive Business Review

Expansion

Escalation

F

Feedback Loop

G

Gross Revenue Retention

H

Health Score

High-Touch Model

K

Kickoff Call

L

Logo Retention

M

Monthly Recurring Revenue (MRR)

Mutual Action Plan (MAP)

N

Net Promoter Score

Net Revenue Retention

O

Onboarding

P

Playbook

Pulse Check

Q

Quarterly Business Review

R

Renewal

S

Success Plan

Segmentation

Stakeholder Map

T

Time to Value

U

Upsell

V

Voice of Customer (VoC)