The Customer Success Glossary

Customer segmentation is the practice of dividing a customer base into distinct groups based on shared characteristics like company size, product usage, contract value, or engagement patterns. In customer success, segmentation determines how teams allocate resources, tailor engagement models, and scale personalized support across accounts of varying size and complexity.

A customer stakeholder is a key decision-maker within a customer organization who directly influences purchasing decisions and product success. These individuals actively shape the relationship between their company and yours by providing feedback, making buying decisions, and maintaining partnerships. Unlike general stakeholders, they have a direct, hands-on role in how your product or service is used and valued within their organization.