The Customer Success Glossary

An enterprise customer is a large-scale business account, typically with $100K+ in annual contract value, that requires dedicated customer success management due to its organizational complexity, multi-stakeholder decision-making, and strategic revenue significance. These accounts demand high-touch engagement, executive alignment, and customized success plans.

Expansion revenue is the additional recurring revenue generated from existing customers beyond their original contract value. It includes upsells, cross-sells, seat expansions, and usage-based growth. Unlike new customer acquisition, expansion revenue compounds through established relationships, making it the most capital-efficient growth lever in SaaS.