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The Customer Success Glossary

Clear definitions and practical guidance for every customer success term you'll encounter on the job.
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Bad Fit Customer
A bad fit customer is an account that cannot achieve success with your product, regardless of the effort invested. Unlike demanding but high-potential customers, bad fit accounts face structural barriers—missing functionality, inadequate resources, or incompatible workflows—that no amount of support can overcome.
Book of Business
A book of business is the portfolio of customer accounts assigned to a customer success manager, defining their ownership of retention, expansion, and relationship management. The book's size, composition, and balance across lifecycle stages determine how a CSM allocates time and which engagement model they follow for each account.