Customer success has recently become one of the trending topics specially in the SaaS industry. Customers hold a lot of power in the SaaS industry as they could terminate the platform subscription at any point, and it is absolutely critical for SaaS companies to make sure that their customers keep using their software over the long term (Skok, 2010). As a result, terms such as customer experience, success & retention have come into spotlight. This Thesis follows a qualitative approach to understand how improvement of customer success processes in B2B SaaS industry increases the retention of customers and revenue streams. It also clarifies the root causes of why SaaS firms lose out on customers in a long run and how best they could retain them.