THE TAGS AND ROLES
What the tags mean
Plain-English meanings for the use-case tags and buyer roles on vendor profiles. You'll also see each meaning when you hover over, or tap, a tag or role on a profile.
WHO IT SUITS: ROLES AND ICP
- ICP (ideal customer profile)
- The kind of company, and the people in it, that a product is built for. On a vendor profile, “Who it suits” is the vendor’s own description of its ICP.
- Head of Customer Success
- Leads the team that onboards, supports and keeps customers after the sale. Owns retention and, often, expansion revenue.
- Director of Customer Success
- A senior customer success leader who runs part or all of the CS team, usually reporting to a Head or VP.
- Customer Success Manager (CSM)
- Looks after a group of customers day to day: helps them get value from the product, spots risk and prepares renewals.
- VP Revenue
- Vice President of Revenue: the senior leader accountable for all revenue, from new sales to renewals and expansion. Often oversees sales, marketing and customer success.
- Product Manager
- Decides what the product does and in what order, using customer feedback and usage data to choose what to build next.
- Head of Marketing
- Leads marketing: brand, demand and, in product-led companies, often in-product messaging to users.
- Customer service professional
- Works in the team that answers customer questions and problems, by chat, email or phone.
- Customer Experience leader
- Owns how customers experience the company across every touchpoint, from first contact to support.
WHAT IT IS USED FOR: THE TAGS
- Sales-to-CS handoff
- Passing a new customer from the sales team to the customer success team, with what was promised and why they bought.
- Meeting intelligence
- Recording and summarising customer calls so the key points, risks and next steps aren’t lost.
- Onboarding
- Getting a new customer set up and using the product: plans, tasks and milestones in the first weeks.
- Time to value
- How long it takes a new customer to get the first real benefit they bought the product for. Shorter is better.
- Product activation
- Getting each user to the moment the product first does its job for them, often with in-app guidance.
- Adoption guidance
- Nudges and guides that help users take up more of the product over time.
- Health scoring
- Combining signals such as usage, support tickets and sentiment into one score that shows whether a customer is healthy or at risk.
- Usage analytics
- Measuring who uses the product, how often and which features.
- Sentiment analysis
- Reading emails, calls and tickets to judge how a customer feels.
- Playbook automation
- Triggering a set of steps automatically when a signal appears, for example a check-in when usage drops.
- Support automation
- Answering or routing support requests automatically, often with an AI assistant.
- Ticket triage
- Sorting support tickets by topic and urgency so they reach the right person quickly.
- Knowledge base
- A searchable library of help articles that customers and staff use to answer questions.
- Expansion
- Growing revenue from existing customers: more seats, more products or a higher plan.
- Stakeholder mapping
- Recording who matters in a customer account (champions, decision-makers, users) and how they relate.
- Renewal management
- Tracking and preparing contract renewals so none are missed or left to the last minute.
- Churn prevention
- Spotting customers at risk of leaving early and acting before they do.
- Voice of customer (VoC)
- Gathering what customers say, through surveys, NPS, reviews and calls, and acting on it.
- Customer advocacy
- Turning happy customers into references, case studies, reviews and referrals.
