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src/handbook/sales/v2/org/customer-success/index.md

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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.