This presentation explores Qualtrics' evolution in customer success, shifting its focus toward product usage and maturity as key success metrics. By moving beyond traditional CS indicators, Qualtrics has refined its strategies to drive deeper customer engagement, adoption, and long-term value realization. We will discuss the framework developed to measure usage maturity, how it informs proactive engagement, and the impact on retention and expansion. Attendees will gain insights into how data-driven CS metrics can enhance customer relationships and business outcomes.