AMA: Confluent Senior Director, Customer Success EMEA, Conor Holmes on Customer Success KPIs

When attribution is hard, focus on cohort trends rather than one-off campaigns.It’s rarely a single asset that drives pipeline — it’s the combination of campaigns, custom...

It can feel arbitrary when setting KPIs in new markets, and that’s okay. Whats necessary is to learn fast and iterate. When the market dynamics are unclear, use KPIs as ...

With a self-serve product, KPIs shift from relationship-driven engagement to product-driven insight. Since customer success plays out primarily through product experience...

We’d first map our OKRs to the company’s strategic priorities — for example, growth, efficiency, or product adoption — and ensure Customer Success directly contributes to...

When the team is bandwidth-constrained, it’s critical to focus on a few high-impact output metrics rather than spreading effort across multiple inputs. I’d ask for accoun...

As the first Customer Success hire, your job is to set the foundations for how the company measures impact, while focusing on what you can directly influence in the short...

We report CS KPIs weekly, ensuring they ladder up to the broader company metrics that the ELT and Board track, such as retention, expansion, and product adoption. The sto...

Specific adoption metrics will depend on the product/s. As a general view we see greater overall platform and key feature adoption — the stronger and more consistent the ...

We split metrics into leading and lagging indicators. Leading metrics, like adoption or engagement frequency, show whether we’re focusing on the right customer behaviours...