Success management is the process of ensuring successful enablement of a software or program. In B2B SaaS, success management is concerned with end customers achieve their desired outcomes using the software. This customer-centric approach goes beyond basic support, involving proactive measures like onboarding, training, goal setting and regular check-ins.

In partnerships, this also includes partner success through similar enablement support. By understanding customer and partner needs and proactively addressing challenges, success management fosters long-term user satisfaction, reduces churn and ultimately drives recurring revenue for the SaaS company.