Customer Success is primarily concerned with ensuring that customers achieve their desired outcomes while using a company’s product or service. This involves monitoring and improving the customer's overall experience and satisfaction. Therefore, business KPIs that define progress to the Business Outcome are of the most interest to Customer Success, as they directly relate to the success and satisfaction of the customer.

A key driver that is creating the need for customer success is the subscription economy. The subscription model necessitates ongoing customer satisfaction and retention to ensure continuous revenue. This shift demands a focus on customer success to maintain and grow the customer base, as opposed to one-time transactions.

Documenting a customer's success is important to provide awareness of the value achieved by the solution. This helps in demonstrating the benefits and tangible outcomes that the solution has delivered, which can further reinforce the value proposition to the customer and other stakeholders. Establishing KPIs, defining roles and responsibilities, and providing expansion opportunities are all important aspects but are not the primary reason for documenting success.

The main objective of customer success is to ensure that customers achieve the outcomes they are trying to achieve. This involves understanding their goals and working towards helping them meet those goals through effective use of the product or service. By focusing on customers' desired outcomes, companies can enhance customer satisfaction, loyalty, and retention.

The value proposition of customer success for customers is to provide business vision support. Customer success managers focus on helping customers achieve their desired business outcomes and ensuring they derive maximum value from the product or service they are using. This goes beyond merely providing technical assistance or external publicity, and it's not about offering incremental rewards, but rather about aligning the product/service capabilities with the customer's strategic business goals.