Kundsuccess

Kundsuccess, commonly referred to as customer success in English, is a business discipline and organizational function dedicated to helping customers achieve their desired outcomes while using a company’s products or services. The term appears in various languages and contexts, and some organizations use kundsuccess as a branding term or regional spelling. The overarching aim is to maximize customer value, reduce churn, and enable sustainable revenue growth through ongoing adoption, renewal, and expansion.

A typical kundsuccess function includes roles such as customer success managers, renewal managers, and customer success operations professionals. It operates across product, sales, support, and marketing to align incentives around long-term customer health rather than single transactions. Core activities include onboarding and implementation, success planning, proactive health monitoring, milestones for value realization, training, and proactive outreach for renewals and expansions.

Key metrics track the health of customer relationships. Common measures include Net Revenue Retention, gross and net churn, Customer Lifetime Value, time to value, activation or adoption metrics, and product usage analytics. Customer satisfaction indicators such as NPS, along with health scores, inform proactive interventions and segmentation strategies.

The practice emerged prominently in software-as-a-service and other subscription-based models, where recurring revenue and renewal risk heighten the importance of ongoing value delivery. Challenges include aligning product, sales, and support teams, integrating data across systems, avoiding over-automation, and effectively demonstrating value to diverse customer segments.