The Customer Success Glossary

Customer retention is a company's ability to keep its existing customers engaged and generating revenue over a defined period. In SaaS, retention is measured through logo retention (how many customers stay) and revenue retention (how much ARR remains), with each telling a different story about portfolio health and long-term growth potential.

Release notes are concise documents that communicate product changes—new features, improvements, and bug fixes—to users after a software update. In customer success, release notes serve a dual purpose: they keep customers informed about product evolution and give CSMs a ready-made reason to re-engage accounts with value-driven outreach tied to specific improvements that address customer needs.