Customer Success Management glossary

Learn about the terms and concepts that are unique to Customer Success Management.

A

Glossary terms are grouped alphabetically.

account onboarding

A pre-configured, PAD-driven (Process Automation Designer) workflow that guides the end-to-end data capture and setup of a new enterprise customer account.

C

Glossary terms are grouped alphabetically.

capability usage

Used to tracks whether a customer is actively receiving value from specific licensed product capabilities.

color banding table

A configuration table used to map numerical thresholds to visual indicators (Red, Yellow, Green) for health and risk scoring.

context engine data table

The destination table where the final values collected by the data context engine are stored. This data is used for visualization in workspace widgets.

context engine mapper

Used to define which fields on source tables act as breakdowns to link data to the correct account or engagement.

customer play

A type of success case used for external collaboration, allowing customers to view and participate in specific milestones.

D

Glossary terms are grouped alphabetically.

data context engine (DCE)

A framework used to collect and associate data from various internal and external sources with specific contexts (like a customer account or engagement) to track health score, success outcomes, and performance.

data source

A configuration record that specifies the source table, aggregation method, and filters to be used to retrieve data for analysis by the data context engine.

data validation assist table

A staging table used during the onboarding process to clean and validate customer data before it is saved.

E

Glossary terms are grouped alphabetically.

engagement

A central record used to manage and track a specific phase of the customer journey (such as onboarding or renewal). It serves as the primary link between the customer's success plan, their current health score, and the specific products being tracked during that time period.

I

Glossary terms are grouped alphabetically.

internal play

A success case type used for private account strategy and planning that is not visible to the customer.

P

Glossary terms are grouped alphabetically.

product capability

A record that defines a specific functional business value or service provided by a product. It serves as the main definition used to measure whether a customer is successfully adopting the key components of the products they have purchased.

R

Glossary terms are grouped alphabetically.

risk signal

An automated alert generated when negative data trends, such as low product usage or missed milestones are detected.

S

Glossary terms are grouped alphabetically.

success blueprint

A reusable template containing a predefined set of success Objectives and initiatives designed for specific customer requirements.

success initiative

A strategic project or action plan created to help customers achieve a specific success objective.

success objective

A record that defines a specific, measurable business goal or milestone a customer intends to achieve, for example, reduce operational costs by 20%.

success outcome

A record that documents the specific, realized value delivered to a customer. It links a success objective to actual performance data, using metrics to prove that the customer's desired business result has been achieved.

success play

A repeatable set of activities designed to address a specific customer requirement. When a success play is initiated, a success case based on an internal or customer play is created.

success task

The most granular unit of work assigned to a customer success agent to complete a success initiative.

T

Glossary terms are grouped alphabetically.

touchpoint

A logged interaction with a customer (meeting, call, email). Touchpoints can be automated, AI‑generated, or manually created.