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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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Upselling
Upselling is the practice of encouraging existing customers to purchase a higher-tier plan, add premium features, or expand the capabilities of the product they already use. In customer success, upselling works best when it emerges from a deep understanding of the customer's goals and usage patterns, positioning the upgrade as the natural next step in a partnership that's already delivering value.
User Engagement
User engagement is the depth and frequency of interaction between customers and a product, measured through behavioral signals like login patterns, feature usage, session frequency, and participation in CS touchpoints. For customer success teams, engagement data serves as a leading indicator of account health, predicting retention and expansion outcomes before satisfaction surveys or renewal conversations reveal the same story.